By smitapatel Does your company struggle to provide customer service and support parallel to your business growth? Don’t worry because your business can integrate IVR solutions into your customer support team. IVR is useful because it makes providing excellent customer service easy.
Do you know that 15% of customers will move to a competitor if their issue is not fixed on the first call? On the other hand, just 1% of customers are likely to do that if they get the right response on their first call. This implies the importance of the IVR system for customer support.
This article explains how an Ivr system India helps perform excellent customer interactions, so read till the end.
IVR features that help offer seamless customer support:
Information Provider
An IVR service can be used to give a caller incredibly helpful information when they call your agents. By using this information, you can refer callers to the appropriate department and offer solutions.
Offering helpful support and solutions without overwhelming them is crucial. This balance becomes particularly important when solving complex issues that demand immediate advice.
Call Filter
With the call filtering feature in IVR, a business can manage high call volumes and streamline an overwhelming procedure that would otherwise be unmanageable without a well-organized IVR menu.
Any company that receives a lot of incoming calls needs to use this organized call filtering with IVR to manage the overwhelming call volume.
Depending on their demands, call filtering enables customers to swiftly get an answer by contacting a live agent or an urgent/emergency call department.
Identification
Do you know that 63% of customers like to have personalized experiences via IVR systems? An IVR system can be a very useful identification tool if your business handles personal data, particularly financial data. While many businesses have dual-level security, the ability to authenticate customers via IVR saves a tonne of time. Additionally, it lessens the strain that support agents face.
Call Queuing & Callback Automation
For a long time, call queuing has been an IVR function that helps to arrange incoming calls and route them to the appropriate department.
Long wait times are decreased, and inefficiencies are maintained when callers are routed through an IVR system that not only queues them up but also connects them to the appropriate department.
Callback automation is a crucial component of call queuing. Call-back automation enables an Ivr system India to automatically record a customer’s information and schedule a callback if they lack the patience or time to wait in line.
Call filtration can be very helpful in lowering call wait times, providing customers with an alternative to standing in line for however long it takes, and relieving call center operators of extra workload.
Voice Recognition
Conversational IVR systems help you save up to 30% less time in handling calls. Voice recognition features are now included in IVR systems. IVR systems can now comprehend and identify entire sentences in addition to simple words and phrases, thanks to NLP. In other words, when NLP advances, users will be able to communicate with IVR systems just like they would with real people. Also, 66% of customers today prefer natural language IVR systems.
Call Recordings
Call recording is a crucial function of IVR for every organization that has a call center, according to a business’s perspective.
These call records can yield insightful information about how your consumers communicate with your live agents and use your IVR system.
This can be utilized to build your system and train new hires or those who need to sharpen their customer service skills in contact centers.
In particular, call filtering can assist with:
- Connecting callers with the appropriate agent
- Prioritizing urgent calls
- Transferring calls that are not necessary from a customer support representative
- Lowering call queues
Self-Service Actions
Today, up to 81% of customers seek self-service choices in customer support. Allowing users to take independent action is now a highly popular feature of IVR systems.
IVR processes can be made smooth, and customer experiences can be improved if customers can ring up and complete tasks without having to speak to an agent or go through a lot of steps. Furthermore, it releases the strain that would otherwise be placed on the agents handling these actions.
Final thoughts
As you can see, IVR solutions are very important for your company in maintaining and forming relationships with customers. So find a reliable and affordable Ivr number provider to offer better customer service in your company.
