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How IVR solution can automate customer engagement

Customer time is always limited in the digital age, and they have a lot of options. In order to remain competitive, businesses must put their customers first and devise ways to solve their problems fast. Over time, customer delight has become one of the most important determinants of an organization’s success and reputation. Customers continue to prefer voice interactions with businesses even as companies switch to digital communication.

Interactive Voice System, also known as IVR, is an automated phone system that facilitates interactions with callers through voice or keypad selections. It originated in the 1970s.

DTMF (Dual-tone multi-frequency) was used previously by IVR systems to identify commands called in from touch-tone phones. In the 1990s, computer telephony integration (CTI) provided IVRs with the opportunity to be integrated into customer relationship management (CRM) software or billing systems, allowing customers to self-serve. With the advancements in technologies such as Artificial Intelligence, Natural Language Processing, etc. IVR systems have become more advanced, giving rise to many types of systems, including:-

IVR for Self-Service – These are automated voice services that businesses can use to handle high call volumes with low costs. In addition to dynamic IVR systems, these systems can identify and segment calls and resolve their queries without the need to transfer the call to a live agent unless the query is not resolved by the automated system.

Hosted IVR –

The IVR systems are hosted in the cloud or on software platforms, allowing businesses to use them 24X7. With IVRs, businesses have an always-on way of interacting with their customers.

Agent-Assisted IVR –

Using these solutions, an agent can initiate an automated dialogue with the customer using pre-recorded phrases. These systems can sound nearly human thanks to developments in conversational AI.

Visual IVR Systems –

With visual interactive voice response, you can interact with IVR via multiple channels, including smartphones and computers. In this way, information about a caller can be gathered more efficiently and comprehensively.

Benefits of IVR Systems and How they Can deliver Superior Customer Experiences

Customers prefer to communicate over the phone when they want a quick response to their questions. In a study, 51% of consumers believe that the fastest way to resolve a problem is to call, and 83% of them will stop interacting with a company after a poor IVR experience.

In order to design a better IVR strategy businesses should keep the following things in mind –

Understand the questions that your customers may want answered using customer research.

Develop an easy-to-use menu with minimal re-directions so customers can easily reach what they are looking for.

How IVR Systems Provide Better Customer Experiences

Save Customers’ time

There may be a limited number of customer service representatives, but that’s not the case with an IVR system. Using an IVR system can help reduce inbound call wait times. In order to optimize contact center operations, businesses can use IVR systems to trigger self-service IVR systems instead of making customers wait. Customers can use these systems to quickly respond to simple queries without having to speak to a person. As a result, customers who wish to speak to a human agent do not have to wait as long.

Personalized interactions

Embedding AI-ML solutions in the embedded IVR systems can keep learning from the customer interactions and become smarter over time when they are bolstered with technologies such as web-based chatbots or RPA solutions. With this power, IVR systems can easily understand customer intent, be responsive, provide personalized solutions, and converse with customers accordingly.

Empathetic human conversations

Because IVR systems remove the burden of simple calls from the contact center, the customer service executives can handle the more complex interactions with more empathy. Ultimately, this leads to improved customer satisfaction. Connecting these systems to an RPA or RDA further amplifies customer executives’ efficiency and improves customer experiences.

IVR-powered customer surveys

IVR surveys have a higher response rate than online surveys, according to research. Integrating IVR surveys into interactions can provide businesses with real-time feedback on the calls and further improve customer satisfaction.

Round-the-clock customer support

Customers can reach out to businesses at any time without needing to speak to a human agent through IVR systems. A highly advanced IVR system can answer most customer queries, ensuring a stellar customer experience and gaining customer loyalty.

 

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