The Ultimate Guide to IVR, its benefits, and working

The IVR (interactive voice response) system has become the top choice for organizations because it helps to establish a strong bond of trust with customers and contributes to overall business growth. This could be the reason why the demand for unparalleled IVR services is on the boom. Today, we will understand how IVR works and what benefits it brings to the table.

How does IVR work?

IVR is an automated phone system that responds to incoming calls, collects information from callers, and transfers them to the right department or gives a self-service option.

It plays a pivotal role in handling inbound calls because it collects important information by asking callers to press predefined keys on their smartphones as per the menu. You must have experienced this yourself because whenever you try to connect with a brand over a phone call, you have to choose the right option from the automated menu. For example, you might have to press 1 for billing, 2 for order cancellation, 3 to speak with a customer service representative, and so on.

After collecting the required details, if the customer demands, the IVR system redirects the caller to the right department so that a satisfactory solution can be availed in no time. In the case of general queries, it plays pre-recorded messages so that callers don't have to wait in a call queue to get connected with the support agent.

What are its benefits?

Here are some benefits that you can gain by simply joining hands with a reputed IVR service provider:

• Easy to set up

The major benefit of availing IVR services is that you don't have to go out of your budget for its installation process. Installing it doesn't require a significant investment in infrastructure because IVR service providers like Knowlarity offer their voice solutions at a nominal rate and allow businesses to streamline communication with their customers.

• 24/7 availability

At present, being available 24/7 for receiving calls is crucial for businesses because customers can approach you at any time for assistance regarding product/service-related issues. However, offering round-the-clock solutions is not easy because you have to keep at least 3 teams in different shifts, and this is not an easy thing to do, especially if you are a small business owner.

Here, the importance of IVR service is paramount because it makes sure that not a single call goes unanswered. It allows callers to resolve general issues on their own by playing an easy-to-understand menu, whereas it records call-back requests for the ones that are facing complicated issues. As a positive result, you maintain the CSAT score without making a huge investment.

• Smooth call recording

Another benefit you gain by using IVR services is high-quality call recording. This should not be taken for granted because recorded calls not only help you enhance the quality of your training programs but also shed light on hidden issues. Thus, you can take proactive steps to resolve such issues to make your products and services better.

It's a no-brainer that when you continually put efforts into increasing the quality of your products and services, you might see a significant drop in the number of complaints and retain customers in the long run.

• Fabulous support experience

Your way of providing support decides how satisfactory your relationships are with your customers. If you have a reputed and good customer service, there is a possibility that you can turn happy customers into brand advocates and open up more revenue-generating opportunities later on.

Customers do not mind a bad support experience if it happens once in a while. On the contrary, if it happens several times, they are likely to cut ties with you and join your competitor.

With IVR service, you can reduce the average response time significantly and ensure personalized greetings for leaving the best impression on callers. Of course, this is great because it calms down angry customers first and then encourages them to discuss issues when they are connected with the right support agent. All of this makes sure that every support interaction ends on a positive note.

Well, this is all we have got for you in this blog. You may visit our blog section to read more informative articles like this one.