How to Improve Your IVR System
The use of special call center software is a must for modern businesses due to the diversity of opportunities related to the contact with customers via phone. If you are referring to the principle of “Everything that could be automated should be automated”, you know that for sure. There are multiple ideas which you can pick up and implement in your workflow in the field of phone communication practices and tools. IVR system which is also known as interactive voice response refers to these ideas too.
Even the classy form of that tool provides top-leveled efficiency for businesses, yet there is still something which can be improved to make its efficiency sky-high. What is it? We'll share some thoughts about it in our blog article.
The Essence of IVR: What Is It and How IVR Helps Businesses
There is one big question we should start with. What is IVR? This is a new-gen tool used in cloud phone systems for call centers.
Probably, you often face auto attendants or virtual call center consultants when you call some companies. They offer you to use their touch-tone menu to get the information you need or to contact the specialist you need. That was the previous generation of virtual helpers, yet time doesn't stand still and today, IVR provides higher efficiency than these tools due to an additional feature - speech recognition. This means that you can use the keypad or simply speak your query and the system will recognize it and respond subsequently.
If you ask what function have IVR systems, they may be listed as follows:
- Informational. IVR provides customers with the basic information they are interested in. If your customers typically call you with some specific queries, that's up to you to use IVR to give them answers to these queries automatically instead of responding to each call manually.
- Redirecting calls. That's in fact the role of an administrator or a secretary delegated to the automation. Your clients call you and with the help of an interactive helper, they can get in touch with a department or a specialist they need (just develop scenarios of redirection to sales reps, support team, billing department, etc.).
- Mitigating human factors and reducing the load on employees. With the help of IVR, you can reduce the load on call center employees as the system will perform its functions for informing customers seamlessly.
- Improving loyalty. If customers get required information or don't stay on hold for a long time, they understand that you value their time, and you are interested in them.
According to these functions, you may comprehend with ease how IVR helps businesses attract customers and retain them and what is a cloud phone system with IVR.
The Main Tech Solutions to Implement in Your IVR System
As the basic principle of how does IVR call flow work is maintaining scripts and scenarios and recognizing both client's speech and touch-tone actions, it provides a streamlined process of receiving customers calls. But there is no limit to perfection, and you can also use a couple of other tools from the toolset of the cloud phone system for call centers to make the efficiency sky-high and go ahead of competitors.
A Full-Fledged Call-Center Using Cloud Solutions
In IPTel, we recommend our clients apply call center solutions even in terms of small or medium-sized businesses. This is a prospective idea because you can reduce costs on your staff salaries, optimize the workflow, and improve customer service with them. Besides, the best software for call centers is scalable, it can be implemented quickly, and when it is a SaaS solution, it is cost-effective.
Using Auto-Dialer System for Your Customer Service Improvement
Auto dialer system is one more idea to use. It refers to the opportunity to inform your clients simultaneously about something. This can be alert messages or personal proposals which are made using the combo of auto dialer phone service and IVR. Instead of calling your customers manually, you use auto dialer software for business and IVR scripts which save you time and provide excellent efficiency.
The Idea of IVR Scenarios to Make Your Customers Sure You Are Interested in Them
Scenarios for IVR may also be diverse. You can apply some of them for business hours to redirect calls and manage communication with customers. And you can use special ones for informing and supporting customers in off hours. This helps to increase loyalty and improve customer retention results.
IVR Best Practice: Enjoy the Solutions by IPTel
As you can see, IVR software for business is a beneficial idea because of its features which make clients sure that you do care about them and provide them with the help and information they require. Besides its benefits, IVR can become even better! As practice makes perfect, IPTel offers you the most innovative solutions in the field of Interactive Voice Response.
You can improve the reputation of your company, work with customers loyalty, and get a higher response from the clientele with our SaaS solutions. We work individually and create a full-fledged ecosystem for each business where the most effective tools are combined to get the highest results. You can evaluate our call center solutions which include IVR scenarios, call-center cloud services, digital telephony tools for remote work, auto-dialing tools, and lots of other ideas customly selected for your business. Your IVR best practices are at your fingertips with us.