Except for someone who has not used a telephone for years, each one of us has dealt with a voice response system at some point in time. Nowadays, we also receive automated calls from companies who are advertising their products. A few years back, telemarketing services were limited to a person who made a personal call to you. However, the innovative Interactive Voice Response System is more efficient than any other service. Everything takes place within seconds. You can send a pre-recorded sales advertisement to thousands of customers without much of human intervention! Therefore, one cannot ignore the contribution made by IVR in the field of marketing and advertising.
At present, it is an everyday activity for companies to allow voice recordings start the interaction with customers. An increase in volume of customers has added to the popularity of IVR systems. With companies struggling to juggle between customer service and acquisition of new customers, Interactive Voice Response seems to be something that has come to their rescue in the time of need!
As a method of self-service, IVR facilitates cost reduction and offers improved assistance to callers. In general, a customer is given the message that his call could be recorded for training purpose. This is followed by a list of options. Often customers who are faced with some kind of emergency get pissed off with such a service. Well, any company in this world does not have a magical wand that can be waved to solve all the problems. However, IVR services generally force people to go through a long process that forces people to pull their hair by the time the call ends.
While companies are doing a lot to adapt themselves to the latest technologies, they are doing a little to make sure that the customer is actually being helped. This is the reason prioritization has become the need of the hour. We cannot deny the fact that an efficiently designed IVR system is a valuable resource. However, an incapable IVR reflects poorly on the customer service of a company. The biggest challenge that is being faced by a contemporary business organization is the diversion of repeatable/non-value calls through the use of IVR. Simultaneously, a company also needs to focus on genuine/non-repeated calls to a call center or the support staff.
Everything in this world can either be right or wrong. Likewise, we can either use IVR development services the right way or the wrong way. You may not accept this, but as someone at the receiving end of an automated phone service, you can understand what customers face.
Remember, there is always a scope for improvement. This is the reason you cannot sit back and relax even when everything is fine. Your system needs to be monitored on a regular basis. Moreover, you also need to ensure that the right thing is being offered to the customer at the right time. Ask your employees to take feedbacks from your customers on a regular basis. Last, but not the least, the design and implementation of IVR needs to be an incessant process!
Want more on IVR Solutions? Discover and learn more about call center software by exploring blog posts, whitepapers and more on our call center resource page. For comparisons of the best IVR solutions, download Business-Software.com’s Top 10 IVR Software report.