IVR solution handles a large flow of incoming calls simultaneously, so it is in demand in all areas of business where there are:
- Communication with customers over the phone
- Routine answers to the same questions
- Need to conduct surveys
What is IVR (Interactive Voice Response)?
IVR (Interactive Voice Response) is a system that automatically processes incoming calls with the possibility of routing them. With the help of IVR, the client can contact the necessary department of the company or get information without the involvement of an operator.
In simple words, IVR is a robot that takes calls from customers 24/7, gives them the information they need, and routes the calls to employees or departments. IVR is one of the basic features of Cloud PBX.
Why do I need an IVR solution?
IVR is needed to handle incoming calls without human intervention and reduce the load on the call center. It also:
Increases loyalty of regular customers
The customer gets an instant answer to their call and hears a live greeting. This has a positive impact on the customer experience.
Offers reduced workload
The caller can get basic information independently or get to the right specialist without going directly to a receptionist.
Provides effortless informing
While waiting in line, the customer will receive useful promotional information about new products, services, promotions, etc.
Works 24/7
IVR can be configured so that voice messages will be played on weekends and after hours.
Automatically call people
IVR functions are used not only to process incoming calls. Some companies implement this system to make automatic calls to the contact base. The goals may differ: collecting feedback, warming up cold target audience before the manager calls,
informing and calling debtors, etc.
As the IVR provider, we see that managers completely abandon administrators in favor of our IVR platform because it allows you to save money on monthly wages. After all, the routine work of routing, making appointments, etc., can now be performed
using the IVR solution.
IVR integration reduces staffing and costs, such as salaries, building rent, phone call charges, equipment purchases, etc.
What kind of business needs the IVR platform?
Healthcare providers
They use IVRs to conduct pre-treatment surveys, determine patient satisfaction, schedule lab appointments, remind patients of doctor's appointments, and more.
Call centers
Call centers across industries use interactive voice responses to handle a high volume of customer inquiries and complaints.
Educational institutions
They are adopting IVRs to keep parents informed about their child's grades and attendance.
Finance institutions
Banks use IVR to handle single-type queries such as information on bank products, promotions, and financial data (account balance or loan application status).
HR
In large companies with over 1000 employees, the HR department uses IVR to automate communication with employees and candidates. The system helps answer common questions from coworkers and automatically reminds the job seeker about the interview.
IVR solutions free call center employees from routine inquiries so they can focus on more complex tasks. In addition, IVR solves customer service problems before they occur. This significantly reduces the failure rate and operational costs of
the business.
Improve the efficiency of your business with IVR API from GlobaHub
Advantages of IVR solutions
Increased trust in your brand
IVR is a great way to improve your brand image, and here's why:
- Customers get an instant response to their call
- Customers hear a branded greeting (you can customize the greeting by name)
- While waiting in line, customers get information about the waiting time
- Customers can order a callback
- Customers get to the manager they need
This approach looks professional and increases trust in your company. Additionally, people get the impression that your business can calmly handle a large flow of incoming calls.
Increased productivity and efficiency of managers
IVR software will save your sales and customer service managers time and effort. They will no longer have to worry about taking non-core calls and forwarding them to other departments. Now, they will only deal with a specific category of customers. Thanks to this, managers:
- Will be able to quickly become experts in their department
- Effectively solve common customer queries
- No longer spend much time on routine questions or boring data entry
They will now have more energy to develop their skills, make more outbound calls, and identify effective business processes and new ideas. As a result, your business will see an increase in productivity and revenue, as well as an increase in employee satisfaction and retention.
Another advantage of IVR is that the robot constantly collects, processes, and stores a large amount of information about your customers. This data is valuable not only for your business strategies but also for continuous improvement and customization
of the IVR.
Call prioritization
An IVR system collects customer information and helps operators prioritize calls. For example, a regular customer needs urgent help with data recovery, which is probably much more important than a call from a customer who just wants to find publicly available information.
This makes it easier to identify VIP customers or priority calls that require the involvement of a live manager. The lower-priority customers still get help, just in a self-service format.
Cost savings
Although Interactive Voice Responses need an initial investment, they will provide significant cost savings in the long run. What is the reasoning behind this?
- Businesses won't need to hire an administrator (remote or in-house) because the IVR routes call independently. This can save businesses $6,000-$10,000 in pay (+ hiring costs) per employee annually.
- Because the IVR takes over the routine work of managers and automates some business processes (especially billing and data collection), you may find that you don't need to hire additional operators. This is another big cost savings.
- Think of self-service capabilities and personalized support. These are the two things that will seriously improve customer retention rates. Plus, you'll avoid the costs associated with attracting new customers and the cost of refunds demanded by dissatisfied customers.
Leverage many competitive IVR API advantages with GlobaHub!
Improve your customer experience while reducing the need for agent intervention
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