Having your
own Interactive Voice Response (IVR) system has become a prime necessity in
today’s competitive business scenario. Not only it gives your business an edge,
but it also reflects that providing quality customer service is your top
priority. But to utilize this service to the best of its abilities you need to
be fully aware of what it offers and how you can integrate its capabilities
into your business. Below is a detailed description of what is IVR, how it
works and why should your business adopt this solution in your business.
What is IVR?
IVR in
simple terms is a technology that automates the telephony system. It responds
to the incoming calls automatically and interacts with the callers through
automated voice messages. This communication takes place with the help of
numeric inputs entered by the caller.
How does IVR System Work?
When a
customer calls on the business phone number, IVR system greets the caller by
playing an automated welcome this greeting message includes the name of the company, along with a list of IVR menu options.
These IVR options are customized as per the company’s customer service needs. However, in
most of the cases, the IVR options are divided by departments, geography or the
service/product company offers. These options are self-explanatory which makes
the navigation and query resolution easier for the caller. The two major kinds
of IVR options used by companies are self-help options and connect with a
customer service representative option. For example,
In the above example, the first three options as mentioned below
are self-help options.
Press 1 for Billing Related Queries
Press 2 for Product Enquiries
Press 3 for Sales Related Issues
These
options help the customers to resolve queries without the intervention of a life
agent.
However, the
option with a description “Press 3 to talk with our Sales Representative”
connects you with a live customer representative directly. After listening to
the options thoroughly, a caller can numerically input their desired response
depending upon the type of query they want to inquire about. According to their
requirement, the callers can proceed forward with the self-help IVR option or can
connect to the customer service representative of the desired department.
Tag – Bulk SMS, IVRSolution
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