Technology is one of the benefits of living in the modern world. Most things are easier and more convenient than they were just a few short years ago. One thing that’s certainly more convenient is customer service. Interactive voice response (IVR) systems make it easier for all types of businesses to offer improved customer service.
IVR System Explained
You’ve probably encountered an IVR system without even realizing it. Have you ever called customer support and got a voice telling you to press 1 for billing questions? After that, were you told to press 2 for account information? That’s an IVR system in action.
An IVR system is similar to a traditional human receptionist who answers the phone and directs calls. Except in the case of an IVR system, the receptionist is a computer-based system. The system is programmed to interact with callers via keypad inputs and voice commands.
An IVR system allows thousands of businesses worldwide to provide reliable customer support. But, an IVR system isn’t the first time computer-based systems have been used to connect with people. Some businesses, governments, and organizations use a voice broadcast service to connect with people.
A voice broadcast service is commonly known as a robocall. It uses automated voice messages that are pre-recorded and sent to a group of people. Anyone with a cell phone or landline can receive these messages. Like an IVR system, voice broadcasting also uses pre-recorded voice messages to connect with people.
The Workings of IVR
When a company has an IVR system, it also has an automated menu setup to work with the system. The system greets callers with several options available from the menu. You can respond with your voice or by pressing a number on the phone’s keypad.
After making a menu selection, the IVR system gives you more prompts to help you reach the right information or person you need. Sometimes, you might need to provide an account number or other personal information. You can also provide this by voice or using the phone’s keypad.
Using an IVR system to improve customer service is generally a wise business decision. Keep reading if you’re wondering when is a good time to use an IVR system. There are several ways in which the system will make customer service easier and more convenient.
Available 24 Hours a Day, 7 Days a Week
An IVR system doesn’t take vacations, lunch breaks, or weekends off. Even if the place being called is closed, an IVR system can still provide customer support. It doesn’t matter, day or night; the system is there to take calls. That means the business or organization can provide helpful information outside regular business hours.
Fair Treatment
There are countless stories about unprofessional customer service and callers being mistreated by customer service staff. An IVR system is never rude. Every caller gets treated the same. Everyone has access to the same menu options and is treated fairly and professionally by the system. Businesses and organizations will feel relieved knowing they’re unlikely to receive many customer service complaints.
Save Money
An IVR system saves money on staffing because the system handles tasks that would require several people. Instead of having several full-time staff members, the IVR system can do the job of several people. Live agents and operators can focus on dealing with more complex issues when an IVR system is there to handle the mundane tasks.
An IVR System is Efficient
Customers appreciate the efficiency of a good IVR system and good customer service. The system handles requests and sends calls to the right department right away. Even if there’s a wait time, the IVR system can usually let the customer know how long they’ll wait. Also, the customer knows they’ll get connected to the right person who can help them.
The IVR System Bottom Line
An IVR system is like an automated assistant who helps your business or organization with customer service. The system makes it easy and convenient for clients or customers to get the customer service they need.
