Tag: IVR features

User-Friendly IVR System: How To Touch The Lives Of Your Customers?

For a layman, IVR system might sound weird but it is actually made for a layman. Keeping its technical definition intact, Interactive voice response (IVR) can be defined as a system that interacts with the customer through the voice response of the customer.

Anyways, as the IVR system is extremely helpful for small businesses, we must make it accessible for every individual who has a dream to do something innovative. The most beautiful thing or you can say accomplishment for a business will be to touch the lives of customers.

In this blog, we will try to make the IVR system more users friendly. We will try to see it as a blessing for customers and encourage readers to use these tips to woo their customers.

1. Install Natural Pre-Recorded Prompts

No life can ever be touched without another life or a product that resembles life. When we think about making IVR system user-friendly, our first step should be making things genuine. This means the pre-recorded voice that you use in your IVR must sound natural and pleasant to the customer. For this, you can record IVR prompts through genuine artists and voice specialists. Remember this will make the first impression on the customer.

Sign Up For A Free Trial of Cloud Call Center Software & Tune Up Your Business for Performance & Efficiency!

2. Use Visual IVR System

The visual IVR system is another modern way of interacting with customers. The impact of the visual presentation is more than audio presentation. Another thing is that sometimes pre-recorded voices remain unclear and the customer becomes frustrated while listening to it. Visual IVR is a customized menu showed on the screen of the Mobile/Pc of the customer. The customer does not need to listen to anything but use his fingers to choose the appropriate options from the menu. According to current surveys by some independent organizations, it is showed that about 55% of the customers like to use visual IVR system. Let’s hope that we will see telecom companies using Visual IVR more and more in the coming days.

3. Avail Live Agents Through IVR

Sometimes people say that it’s AI that will take over the world soon. But I think, no matter how advanced we become we will always love a human being to address our queries. Therefore live agents or real persons are important to address your customers. Many companies do not avail any live agent via IVR or if they do, they want the customer to follow numerous steps to opt it. This cannot be said user-friendly from any point. For a user-friendly IVR system, you must let the customer have the option to talk to a live agent at any time discarding the current process.

4. Accumulate The Client’s Needs

To find out what your customers want is very important if you really want to build a user-friendly IVR system. You should design your Interactive voice response (IVR) system considering the needs of your clients. You can prepare a list of customer’s complaints and issues and design the menus of your visual IVR according to that. With this, you can try to solve the issues of your customers via pre-recorded computerized voices without a live agent. An organized way of IVR menus and options will make a positive impact on the customer about your brand.

5. Seek Customers Feedback

Customer feedback is important in any kind of business. Seeking the feedback from your customers will give you an edge over your rivals because you can detect the flaws in your services/products and enhance it as per the customer’s convenience. Therefore a user-friendly IVR should have options for the customer to rate the interaction or troubleshoot done by the agents.

6. Make It Open For 24/7

It is a fact that we humans cannot work every time. We need to take rest to be charged up and work on a new day. But machines or software don’t need rest. They can work seamlessly without getting tired. Isn’t it? Therefore make your IVR system open for 24*7. It will help your customers get the required information about their issues in the absence of live agents.

Conclusion

In the end, the true meaning of ‘life touches’ will be to be convenient and soothing for another life. We know machines cannot act like humans but they can surely help humans if they are utilized properly. A user-friendly IVR can accomplish many good things for your brand. We just discussed above, how to make IVR system user-friendly or life touching. We hope this will help you enhance your customer experience and lead conversion rates at some point. Please give your feedback below in the comment box.

IVR System for Call Center – Get Here IVR for Your Call Center

IVR self-service benefits refer to the uses of IVR by a specific person or organization with a favorable environment for the growth of businesses.  Most individuals who have the passion to learn about information and technology are quite familiar with the IVR system for call center business.

IVR system for call center definition

Interactive voice response (IVR) is a kind of call center software that enables callers to course their calls to the fitting specialist or agents. It let the client take the directions that are preloaded and pick the right option to talk with the eligible executive from a particular department.

For instance, If a client needs to deactivate his service he dials a without toll number which prompts him to press a specific button to go to the deactivation office. This encourages the buyer to get profited as well as constructs a solid trust-connect between the specialist and the clients.

IVR features

Interactive voice response is a methodology through which call centers prompt their customers to improve sales. The IVR technology is not bounded by a single function but distributed with discrete functionalities that are known as IVR features. There are many IVR features that are being used by contact centers these days. But here is a list of most important IVR features below.

Fax to mail

Fax to mail is a feature allows its customer to send and receive faxes. It permits you to receive faxes in your mail ID globally.

Out dial prompting

Out dial prompting is one of the important IVR features that allow call centers to switch to different option when their customers are busy.

 Launch program

The lunch program is an IVR feature that allows call centers to run multiple call or program as per their requirements.

 Web-based reporting

The web-based reporting feature has a user-friendly interface which allows call centers to the graphs of calls on hourly to yearly basis.

Touchtone detection

A touchtone detection is a type of feature that call center used to help the customer during OTP and PIN number entering.

Call transferring

Call transferring feature of IVR system allows call centers to transfer the call of the callers easily.

IVR product

  1. IVR system for call center
  2. Corporate IVR system
  3. IVR system for health care
  4. Mobile-based IVR system

IVR self-service benefits

What is IVR self service

Self-service IVR system is a type of modernized IVR system that uses the data of call center CRM to give an appropriate solution to the customers.  However self-service IVR is used by many contact centers that have a large customer base.

What are the benefits of IVR self service

Configure a personalized IVR message and prompts

IVR self-service allows call centers to record customized greetings, messages and prompts. So when your customers call, they will have a more personalized experience. “Press 1 for product” taken to a new level. This is one of the important IVR self-service benefits which enhance your company’s customer service.

Use pre-recorded IVR messages

To use pre-recorded IVR messages is an essential IVR self-service benefits for call centers.  If you don’t want to use your own voice on the IVR you can pre-record a message. It makes Professionalism easy.

Collect data from your callers

IVR to collect information of your customer’s requirement and transfer calls to the right agent or department depending on their IVR input. There is no chance of transferring a call to the wrong agent or department.

 Automate customer support

IVR allows the customers to solve their own problems and get their solution without speaking with an agent.   This is the important IVR self-service benefits which save the time for the call centers.

 Manage high call volumes

IVR system allows call centers to handle high call volumes easily. Callers will automatically be directed to the agent or department that is most capable to resolve their issues or will wait in a line when all agents are busy.

Improve a company’s image

Call centers can utilize IVRs to influence it to give the idea that their organization is bigger than it really is. On the off chance that you just have a couple of individuals in your organization, you can arrange IVR prompts that enable guests to converse with deals, support, showcasing or specialized help, and so on.

IVR self-service benefits: conclusion

Interactive voice response is an important tool for call center business. In this article, I presented a discrete analysis of IVR self-service benefits, IVR product. I hope this article will help you to understand interactive voice response.