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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.

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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 Integration With Web Services – Get Best IVR Services at Lower Prices Here


IVR integration with web services simply means the uses of Interactive voice response system for various web-based services. Call centers use IVR services to facilitate the web-based services or products they offer to their customers.

What is an interactive voice response

Interactive voice response (IVR) is a process that allows call centers and small businesses to route their callers to the right department or agent. Interactive voice response system is used to facilitate IVR process in call centers.




For example- On the off chance that a client needs to deactivate his administration, he dials a without toll number which trains him to press a specific button to go to the deactivation office. This causes the purchaser to get profited as well as assembles a solid trust-connect between the operator and the clients.

IVR open source

IVR open source means the interactive voice response system that is designed with open source frameworks like Asterisk. An open source framework is easy to use, modify and distribute. There are numerous benefits of IVR open source which is integrated into web-based services. Here they are as follows:

Utilize pre-recorded IVR messages

On the off chance that you want to not utilize your own voice on the IVR, you can utilize pre-recorded IVR messages. You can easily get the benefits from it after integrating it with web-based services.

Gather data about your guests

IVR integration with web services gather data about your client’s needs and will exchange calls to the most suitable specialist or office relying upon their IVR input. At the point when calls are coordinated to operators utilizing innovation, the likelihood that the guest will be exchanged to the wrong specialist or office will be essentially decreased.

Robotize client support

IVRs enable your clients to take care of their own issues and get the data they are looking for without talking with a specialist. It helps call centers give better customer experiences.


Organize calls in light of significant worth

IVRs enable you to organize calls in light of the caller’s esteem. At the point when high-esteem calls, the IVR will course those to the specialist who is most fit the bill to address their issues. On the off chance that the majority of your executives are occupied, they will be coordinated to the front of the holding up the line. Your group will never lose a high-esteem client because of poor client benefit or a moderate answer time.

Course the guest to the correct specialist or office

IVR will course your consumers to the most proper division or the operator that is most met all requirements to address their issues.

Flourish with high call volumes

IVR frameworks enable organizations to effortlessly deal with high call volumes. Guests will consequently be coordinated to the operator or office that is most equipped for addressing their necessities or will hold up in a line when all specialists are occupied. Some IVR frameworks permit the guest the choice of having an operator restores their call as opposed to holding up in a line.

Enhance your brand value

New companies and little organizations can utilize IVRs to influence it to create the impression 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 design IVR prompts that enable guests to converse with deals, support, advertising or specialized help, and so forth. Despite what office the guest chooses, they will be steered to the individual on your group doled out to answer the majority of the calls. With an IVR your clients will be inspired by your organization’s polished methodology.