What is an IVR? How IVR Can Improve Your Customer Service?
Bet that it has been not even once or twice in your life when you heard an automated menu when contacting a company for service. That menu is interactive voice response (IVR) at work.
In its common form, IVR is an automatic response that customers get when calling your contact center, enabling them to give information about themselves – such as their preferred language – that then helps you direct them to the right agent.
IVR has quickly become an industry standard, providing companies with cost savings and organizational proficiencies, not to mention expanded client satisfaction.
How IVR can be used for the benefits of your business
Generally, IVR systems allow users to choose options either using their phone keypad or language menu, making it easier for a customer to navigate to the right area. IVRs can also redirect callers to some previously recorded replies. It simplifies the way to find answers to some common questions, like, “What is your address? What are your working hours?”, etc. It’s totally a win-win situation when customers save their time looking for some basic information and support agents may get involved in solving more complicated issues.
Nectar Desk IVR system offers various advantages to both customers and businesses. If you still have doubts about contemplating a new IVR system in your company or want to make sure this will take your current system to the next level, here are some reasons why you are to contact us faster in order to get IVR on your side.
1. Increased Efficiency
IVR system became an inseparable part of various aspects of not only customer service but the company as a whole.
With its help, customer calls are routed more quickly to the respective skilled agent, which actually determines a faster time to resolution. One of the basic reasons for it is that the system menu is structured in a way to allow customers to select the option that places them in a queue to speak to the person with the highest level of knowledge on their particular issue.
Nectar Desk IVR correct and wise structured menu can also increase the customer self-service culture, therefore involving fewer specialists to take each call and freeing up other agents to handle incoming requests.
In this customer satisfaction chasing the world, you have to win every single minute to do more and to do better. Faster resolutions and fewer transfers lead to high customer satisfaction and help your organization in becoming more effective and productive.
2. Ability to Set Inbound Call Priority with IVR
One of the main things your Customer service agents need to have – is a system for prioritizing calls based on potential impact. After all, about 50% of consumers stop buying from a company after a single bad customer service interaction. That means losing high-value customers may seriously influence your business. Let’s agree, you don’t really need it.
IVR technology may be used as part of an omnichannel solution, in such case, it provides extra data about that customer’s existing history and allows you to prioritize important callers or urgent matters at the front of the queue.
One more specific option can be hidden in the IVR and become available when top personnel and executives call in. Using a special code can forward them ahead of the queue and to the most capable agent for a faster and better quality of service. This level of support will leave your VIPs feeling valued and cared for. It makes them more likely to get back to you again, as well as recommend you to friends and family.
3. 24/7 Availability
If we make a rating of the most important customer service aspects, on top, together with a quick resolution, we may place round-the-clock support. But not every business has employees to provide 24/7 service.
If you remember all those prerecorded answers to common questions you get, trying to reach the desired specialist, they are also 24/7, fascinating, right? Even if there are no agents available around the clock, customers can solve simple issues or leave a call-back request through an interactive voice response or a chat decision tree.
4. Feedback From Your Customer Service Staff
As an addition to your scheduled staff reviews, you’ll want to know if anything changes with your operations from day-to-day. Use the Nectar Desk IVR system that adds the option of a customer service survey at the end of each call. A system with survey capabilities will automatically ask the customer to stay on the line after their call. The most effective surveys simply ask the customer 1 or 2 questions.
With the help of IVR technology, you can decide which questions to ask your customers and then measure their responses. Bring your A service with the help of those, who use it!
5. Notification Updates via IVR
Nectar Desk IVR allows you to update customers with any useful information with a simple click.
If you have any update or experience notice, you can quickly and easily switch up to the pre-recorded message to notify users of the issue at hand thanks to the interactive voice response. In such a situation, if clients are contacting to ask concerning some difficulties with their service and hear the answer in your messaging, your agents are still free to handle other more complex requests.
As similar, if you are in high call volume, you can update the messaging to customers saying as much. They may appreciate being informed on a longer wait time or seek out alternative methods of communication instead, like live chat or text messaging. At the time support agents can only handle one phone call at a time, it becomes much easier to manage multiple chats or text messages simultaneously, increasing customer issues resolution rate.
You can program your Nectar Desk IVR system to automatically play call deflection messaging at a certain time of day or a certain call volume threshold.
6. Personalized Offers
Clients can learn of special offers, upcoming sales, or product enhancements while using Nectar Desk IVR. Maybe that was the exact reason why they wanted to take 5 minutes of your customer support specialist? Not they could be spent on reaching more complicated task. IVR can be programmed to address the customer’s potential need.
Want to learn more about IVR and how this great technology may become the most valuable player in your company? Contact us at support@nectardesk.com and we’ll show you how you may bring the best to your customer with Nectar Desk IVR.
