Improve customer service with an efficient IVR system
Interactive voice response systems (or IVR) have changed the way customers interact with businesses. They are able to manage high volumes of calls that a live operative would not be able to do. Although IVR systems provide cost efficient solutions for businesses, they can also make or break their reputation for customer service. This is why it is extremely important that business owners make sure their IVR systems are flexible, efficient and created to meet the needs of customers.
Having an efficient IVR system prevents you from needing to use the dreaded hold button!
How does an IVR system work?
IVR systems are made up of pre-recorded voice prompts which ask callers to verbally respond or press a number on their telephone keypad so their calls can be routed correctly. Callers are presented with a menu of options such as sales, customer service and order status. Sometimes businesses also pre-record answers to frequently asked questions to include on their phone system. This prevents callers from having to speak to operatives to answer simple questions such as what time a business is open until.
2. Sales tool
Websites are a powerful sales tool and with so many people choosing to shop online, it only seems sensible to provide your customers with that option. It is important to think about your customers’ shopping experience when designing your website. You want to keep it simple to navigate, whilst providing important information and offering them an experience that your competitors’ cannot match. Your website is another channel for you to use to market your products and the great thing is that it is accessible by anyone, anywhere, at any time of day or night.
Improving customer service with an IVR system
Interactive voice response systems can be easily integrated with phone systems enabling businesses to automatically identify and route their callers. One of the many benefits of IVR systems is that they can handle high volumes of calls simultaneously. This prevents customers from hearing the busy tone, or being left on hold for long periods of time. A quick and efficient system will improve customer service as your clients will feel like you are taking care of the needs and requirements.
Most efficient interactive voice response systems include an FAQ option which customers can use to find out basic information about a particular business. Having this option prevents customers from having to wait on hold until they can be put through to an available operative. Customers will be happier knowing they can easily access the information they need at any time of day, without spending time waiting in lengthy caller queues.
Using an IVR system business owners can also open their lines up to customers twenty four seven.
Rather than reaching an operative, callers can be directed to voice mail boxes where they can leave a message. Customers will be satisfied knowing they can communicate with your business at their convenience, whilst you can have the peace of mind knowing you will never miss an important call. It is a win – win situation!
Tips for creating an efficient IVR system
When recording messages for your IVR system make sure that you speak at a reasonable pace that is not too quick or too slow. It is sometimes best to write a script or practice what you are going to say beforehand. It is also important not to set up too many menu options as this can often confuse customers. Make sure callers always have the option to speak to an advisor, as this will prevent them from panicking if they do not know which department they need to speak to. The best IVR systems are created with the customer in mind. Keep them simple and user friendly!
An IVR system will ensure your callers are put through to the correct department, saving your callers time and effort
IVR systems are vital for businesses that receive high volumes of customer calls on a daily basis. Providing you create an efficient system it will help to improve your customer service, whilst saving your business time and money. Unlike live operatives, IVR systems are available to take calls twenty four seven which will give customers a great impression of your business. The better your customer service is, the more likely your customers are to recommend your business to their peers, which could lead to more sales and ultimately higher profits for your business.
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