The Importance of Interactive Voice Response

“Press 1 for service in english, Appuyez sur 2 pour le service en Fran?ais.”?

IVR stands for Interactive Voice Response. IVR is crucial in contact centres because it is the initial greeting to the customer. It automatically routes customers to live agents in specific departments by requesting information. IVR? responds to either manual keypad input or voice response. With modern technology, this customizable greeting can be as simple or complex as your organization wants. In this article, we’ll discuss the importance of IVR and how to use it to boost your organization’s customer satisfaction.?

The Benefits of IVR?

The advantages of a successful Interactive Voice Response are as follows:?

• IVR collects important data which helps to contextualize the customer communication for agents and saves time for customers.?
• It promotes quicker response times.
• It improves first contact resolution.
• It places importance on more valuable customers.?
• It is able to complete basic tasks like names, birthdays and card numbers without an agent’s help.?

How To Improve Your IVR?

To improve your organization’s Interactive Voice Response, adhere to the following tips:?

• Know your customers’ needs and wants. Multi-level IVR that lists off every single department or concern may cause customers to be frustrated and hang up or take out their anger on a live agent. However, IVR that offers too few options may also frustrate customers as they may have to switch agents once the call has gone through.?
• Ensure your IVR makes sense and is easy to follow. Customers shouldn’t be confused regarding what to say or what button to press.
• Don’t make the customers have to repeat any information. IVR should make it easy to collect information before the customer speaks to a live agent.?
• Include answers to FAQs or solutions to concerns in IVR. In some cases, customers may not even need to talk to an agent.?
• Share the wait time in your IVR, but also include call-back options instead of forcing the customer to wait on hold.
• Don’t use an automated voice; record a voice actor for a more personalized feel.

When it comes to IVR, it’s important to hear it from your customer’s perspective. It should be engaging and easy to understand. With a successful first impression, you’ll satisfy not only your customers but your agents, too.?

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!