What is the Importance of IVR For Small Businesses?

Introduction:

Every company requires an effective customer support service system that can raise customer satisfaction by giving them value for their time and offering them the perfect solution. Thus an IVR services is the best solution for a company to increase customer satisfaction levels and thus increase sales and profits.
Several challenges can arise on the side of a customer, which might need immediate attention. Hence, an integrated platform is required that will constantly cater to the customers’ problems.
However, workflow flexibility is necessary for customer support because of the frequently changing workload and the problem of excessive employee turnover. Because of these difficulties, the business needs to develop an Interactive Voice Response system that can efficiently create a database for incoming calls while tracking caller and traffic patterns. Apart from this, there are a number of benefits that IVR provides to the business. Read the article to know more about it:

Efficient call tracking: IVR is beneficial when it comes to direct callers. This creates a good image of the company since the customers are satisfied. Callers do not have to spend hours on hold, increasing the probability of first-call resolution. Another feature of IVR is the automatic call distribution that instantly routes the calls to a specific department. This allows the salesman to save time and focus on activities that require immediate attention.

1. Identity Verification:

Another IVR solution enjoyed by a business is that the identification process can be automated through it. This makes the salesman fully prepared for the customer before taking the call. When a customer’s call is directed to a specific department, he/she can enter his/her info. These features improve the customer satisfaction level while making a caller’s engagement with the company pleasurable.

2. Prioritizing Incoming Calls:

An IVR system can determine whether the caller needs a trained agent and according to that can route the call. Earlier, a caller had to be bounced from one agent to the other due to the agent’s lack of expertise in the particular field. However, with the advent of IVR, the caller will be able to get the perfect solution from the first agent with less waiting time.

3. Makes the business more professional:

A company that has implemented IVR systems gives the impression of a large and reputed company because the caller can map many departments, including operations and accounts. A customer’s perception of a business change when he gets to know that it is quite big, and he’s more likely to believe it with an IVR.

4. Missed Call Alert:

If by any chance, a service executive could not respond to a customer due to a problem, the IVR system grants the option for the company to get a miss call alert so that the customer can get a callback and get the solution to the problem he has been facing.

5. Location-based routing:

Based on the location of the caller, every call is routed accordingly. A particular call received from a certain region can be routed to a specific agent. This way, the effectiveness of the company will rise and customer satisfaction will also be increased. It will save both parties a great deal of time.

6. Reduces response time:

Have you ever ordered something online and waited a long time for the delivery? As a customer, you must have felt compelled to contact the business’s customer care number to get more updates on your order. Thus, every business should know that customer service is a very important component of every organization, regardless of how big or small its business is. An IVR system will provide the customers with all the support they need while facing an issue, which in turn will help the organization to build brand loyalty.

7. Increase inbound call capacity:

If an IVR system is implemented in an organization, this increases the capacity of the company to answer callers regardless of the volume. The traditional system would make a customer wait in the lobby for several minutes until and unless the respective agent is free to take up the call. However, the IVR system will direct the call of a customer to another customer support executive reducing the wait time of the caller. Thus, more calls can be attended by an organization with the help of an IVR.

8. 24X7 Customer access:

IVR is a convenient option for both the customer as well as the business, as it works nonstop around the clock. An IVR helps to program pre-recorded messages so that the customers who sometimes call outside business hours don’t have to wait for the agent to pick up the phone. Thus, this way the customer will be also aware of the time, he needs to call to get his problem solved

9. Customer Satisfaction Measurement:

An IVR survey is conducted after every call, where a caller is asked to give feedback on the quality of the call. This helps to provide customer satisfaction scores which can be reported on by an agent and also help with training and reward programs.

10. Performance Enhancing Tools:

Cloud IVR helps to get analytical insight. The company can monitor the volume, place from where the call has been made, and duration of the call. You may have noticed that certain periods of the day have higher call volumes for various businesses. By keeping track of this data, bottlenecks can be prevented. This increases company potential and reduces negative client feedback.

Conclusion:

For good service and customer satisfaction, both businesses, and customers need great success tools. A company can interact effortlessly while enabling the agents to provide the best support to the customers with the help of an IVR system. If you also want to get an IVR system and make your business give the best services to the customers, contact Myoperator.