What Makes Conversational IVRs Better Than Traditional IVRs

Following the pandemic, the Contact Center business model is experiencing rapid changes in order to improve customer experiences and handling methodologies. This industry is in the midst of a 'trial and error' period when it comes to integrating technology-based contact centre solutions. Despite this, the industry has seen some astounding improvements and ground-breaking innovations that are exclusively due to technological advancements. While organisations and brands continue to analyse the processes and technologies that work best for them and their established consumption patterns, research and experiences provide more insight into how conversational IVRs might be beneficial in the present environment.

From a technology standpoint, the switch from standard IVRs to conversational IVRs is seamless and provides the following benefits to businesses:

• Reducing IT costs and allowing a shift in focus to improve the customer experience
• Setting standards for customer service accuracy and responsiveness
• Agent productivity is increased, and manual mistakes are reduced to a minimum.
• Traditional agents are gradually being transformed into experienced customer consultants.

As the Call Center industry moves from a voice-only paradigm to a more sophisticated, intelligent, and self-sufficient channel, artificial intelligence integration becomes a natural fit. It's just ideal time. This is where and how interactive voice response systems (IVRs) come into play.

That being stated, what creates a nice client experience?

• Obtaining not just quick but also precise answers
• Having an encounter/interaction with a channel that makes them feel unique, valuable, and respects their time.
• Availing easy help about a product/service issues instead of having to wait for a call back or fill a form or getting a service appointment

What if we told you that conversational IVR, including the best contact centre solutions, might help you reach all of these goals? Yes, you read that correctly. This technology transforms the foundation of your customer service approach while also providing a number of advantages.

Traditional IVRs, on the other hand, are unable to provide such high levels of customer support due to their inherent restrictions. It is common knowledge that:

• Many brands/businesses still utilise Dual-Tone Multi-Frequency, which allows users to press particular keys for specific queries/responses, which is still difficult to grasp and time-consuming for many.
• So, you've set up an interactive voice response system? What comes next? Is your work finished here? No! In reality, this is where your work begins. You must now try to improve the user experience and make the channel smarter. Were you aware that a terrible interactive voice response model causes a lot of clients to lose interest in businesses?
• Choosing real caller voices over IVR is always, always, always an expensive and time-consuming endeavour, considering the time and effort required to educate personnel.
• Many clients (maybe more than you might realise) place their faith in and rate a company/brand based on the quality of its customer service.

While dealing with issues that fall within the standard IVR spectrum can be costly, time-consuming, and difficult to manage at times, conversational IVRs are a one-time investment that ensures minimal to no mistakes and is simple to administer. Sounds like an idea you'd be interested in pursuing? The place to be is SlashRTC!

For further details, visit our website - www.slashrtc.com or get in touch with us at [email protected]!