What is Interactive Voice Response(IVR)?
“IVR” refers to a number of software-based communication technologies known as “computer-telephony integration” (CTI). Some IVR service providers concentrate just on recording and routing automated voicemail messages, while others include website, database, and CRM integration, as well as detailed reporting and invoicing.
IVR used to be phone-only. A consumer uses an automated voice recording and pushes buttons to navigate IVR. Many IVR calling systems now include voice recognition, enabling users to talk to the system instead of pushing buttons. Buttons-and-responses IVR is still affordable.
While investigating IVR services online, you may also meet “visual IVR.” Most companies with visual IVR technology also provide phone service. Instead of listening to a tape and pressing buttons on the phone, clients may use visual IVR on a smartphone or computer.
Calls may be routed instantly without a touch-tone or voice-activated menu if customers provide their information online. Users may talk with a representative online, receive a call from a representative, or be given a phone number.
How IVR Works
Automated call forwarding is a feature of the IVR calling system that relies on a mix of voice recognition and touch-tone keypad selection. IVR does this by using user input, keypad signal logic, access to pertinent data, and, in certain cases, voice recording to provide pre-recorded voice answers. Computer telephony integration (CTI) is sometimes used in IVR technology to transfer a call to a human agent who may then access the caller’s information.
Automatic interpretation of keypad input and communication between phone and computer is made possible by IVR technology thanks to the usage of dual-tone multi-frequency (DTMF) signals. This paves the way for the IVR software to present consumers with pre-recorded greetings or menu selections as set by your organization. Voice recognition software, powered by natural language processing (NLP), is a staple of modern IVR systems, allowing customers to engage in a conversational self-service experience.
Text-to-speech (TTS) technology may also be used in IVR to relay detailed information such as news stories, emails, weather forecasts, etc.
Why Should You Implement an IVR System?
Using an IVR won’t make your company seem like one of those impersonal, faceless megacorporations that put customers on a wait just because they can. On the contrary, implementing an IVR calling system in your small or medium-sized firm may do wonders for your customer service:
- The professionalism never wavers- By using pre-recorded messages, it will be as if you had a kind, knowledgeable employee answering the phone for you around the clock. Machines never get sick or tired of working, and they never complain about their pay. With pre-recorded messages, they can always strike the tone you specify.
- Filtering- By using a filter, the client may quickly narrow down their options. Instead of ignoring customer inquiries, businesses may immediately route them to the right person.
- Personalization- Do not assume that by automating a task such as answering phones, your company will become impersonal and soulless. You may personalize your replies to your most valued customers and contacts by including their preferred phone numbers in your contact list. If you have the information on hand, an IVR smart enough to do so may even wish a person a happy birthday.
- The happiness of the Buyers- eConsultancy data shows that customers who require instant response to an issue often choose phone support above other channels such as email, live chat, and a searchable knowledge base.
- Information- When you take charge of your own information gathering by picking up your own calls, you empower yourself. It makes a phone conversation more cumbersome and time-consuming. Before you ever pick up the phone, an IVR calling system may filter callers and gather this information. This can help you better understand the nature of the issues that are bringing clients to you and how to address them. This helps you save time and provides the consumer with a more satisfying phone experience overall.
- Interactive Voice Response systems enable customers to handle their own needs. It’s true that IVRs are increasingly being used as a means by which callers may reach actual people. But what if they are only seeing how much money they have? However, what if they merely need to know your operating hours? When a basic IVR calling system can handle the request, there’s no need to have to divert an employee’s time to it.
- Consolidating lines and shortening wait times. Keeping a customer on wait might be dangerous if your business has a high volume of calls but few sales agents to answer them. With the help of IVR technology, you may prioritize recent calls, so they don’t have to wait as long. The quality of this system will vary depending on the available resources, but the IVR will always do its best to maximize the advantages for you and the consumer.
- Budget-friendly measures- It is more cost-effective to use IVR as an ACD than to staff a call center with humans.
- With advantages like these, it’s hard to see why someone wouldn’t immediately switch to an IVR calling system. Nonetheless, IVRs aren’t used by all companies. They worry it will be too costly or difficult to implement.
Wrapping It Up
Want an IVR service that can make your customer support easy and simple, then Office24by7 IVR service should be the one that you will be needing. For more details, give us a call on +91 7097171717.
