IVR can help improve your business’s operation by getting your customers to the right person when they call you, which is especially meaningful during periods of heavy call volume.
It doesn’t take a genius to figure out that we are experiencing the most difficult economic times since the Great Depression. With businesses of all sizes feeling the pinch, the need to cut costs wherever possible is critical to survival. An Integrated Voice Response (IVR) can go a long way toward reducing expenses while maintaining good customer service. You will be able to save on manpower expenses while possibly even increasing your hours of operation, which can actually help increase your business. And these days, companies need all the business they can get.
So how can an IVR help improve your business’s operation? First, it can get your customers to the right person when they call you, which is especially meaningful during periods of heavy call volume. Rather than having to wait on hold forever or receiving a generic voice mail message, the IVR will quickly assess the particular need of a caller and direct them where they need to go. Just by entering some basic information, they will get to the right person faster, saving them time and aggravation. This leads to increased customer satisfaction, and more importantly, to customer retention.
And with an IVR, there is no more need for a switchboard. Through the implementation of a voice-activated dialer, a party can be reached without the caller having to go through an operator, again saving time and limiting hold time. It is no secret that a major complaint of today’s consumer is not being able to reach a live person soon enough, if at all, when calling a company. An IVR will make your company stand out from the crowd and will create a positive word-of-mouth buzz on the street. A happy customer is more likely to stay with you, even in the tough times.
And since an IVR doesn’t have to be staffed by a live person, it can handle incoming calls after normal business hours, so in effect, your business never has to “close.” This is an especially attractive feature for firms like banks and for ones that accept credit card orders. And your customers don’t have to be concerned with privacy. In a situation where a person is calling to receive sensitive medical information, for example, an IVR can deliver the results safely and securely. For any company that is concerned about soaring labor costs and maintaining customer service, and IVR could be the perfect solution.
