With the ever-evolving marketplace, growing customer demands, and overwhelming competition, the landscape has shifted towards ensuring optimum customer satisfaction. A satisfied customer becomes brand-loyal, spreads positive word-of-mouth, and helps businesses establish a reputed brand image. To deliver excellent customer satisfaction and surmount the competition, the ivr number system enters the picture.
What is IVR?
IVR (Interactive Voice Response) is a telephony system that responds to customer inputs via an automated process and proceeds to call rerouting to the appropriate agent. IVR has negated the demand of a live operator.
The Role of Modern IVR System in Call Centers
Here’s how IVR can help increase customer satisfaction and ensure maximum retention if implemented in a business –
Personalized Message Creation
IVR solutions enable businesses to record a personalized message for the client using caller information. Personalized messages exhibit that a business truly cares for its customers and prioritizes their needs. Opt for an ivr service provider like Knowlarity, which provides multi-lingual support to appeal to callers from all over the country and even globally.
Information Gathering and Analysis
An IVR system lets a business record telephonic conversations between the agent and the customer for later review to understand their demands and complaints about specific products. Most recordings are used for training purposes as case studies to fresh recruits.
If you require a virtual number for your business, visit Knowlarity, a cloud telephony and ivr service provider that lets you record inbound and outbound calls in real-time to facilitate any time listening.
24×7 Service Availability
A live operator will only handle calls for so long until their shift runs out, causing inconvenience to customers to attempt to call only during work hours. Investing in an IVR system ensures that a customer can reach out to your business 24×7.
IVR system delivers round-the-clock service, which facilitates customers to get in touch with the business, regardless of the call center agents being present or not. Using an ivr number ensures maximum customer satisfaction and does not jeopardize the employees’ off-work hours.
Boost Return on Investment
An IVR system renders the need for a live operator and a receptionist redundant, which helps drive the operational costs down. An IVR setup has minimal infrastructure requirements and also operates at high efficiency. Knowlarity offers a smart plug-n-play solution that is integrable with a business’s existing CRM software for convenient access.
An IVR system is available in several plans to satisfy the entire budget spectrum. It also offers better accuracy in redirection, which provides agents with appropriate free time.
Eliminate Human Error
Inaccuracy while rerouting calls is inevitable when live operators and agents are involved. However, IVR technology does not lack judgement and transfers calls to the appropriate agent without fail.
Besides, every customer must be greeted with enthusiasm and attention, which is achieved seamlessly with an IVR system since it is undeterred by personal inconvenience. IVR exhibits a touch of professionalism and charms the clients on call.
Strong Brand Image
An ivr number lands a solid first impression on a caller as it gives the impression of meticulousness. Customers often presume that a small business or start-up might not have implemented automation in their call centers. This scenario is where small businesses must catch the customers off-guard by using an IVR system since it is not pricey, lowers business costs, and improves customer services.
Acquire Customer Feedback via Surveys
Surveys are some of the best ways to acquire customer feedback. Businesses can use an ivr number to inquire about their product, service, or experience with the brand and then tally numeric feedback to determine strengths or weaknesses.
Since an IVR system facilitates call recordings, your business could leverage the technology to ask open-ended questions that a customer can answer in a telephonic conversation.
Features of IVR Solution
Here are some features offered by Knowlarity that enhances customer satisfaction without breaking the bank –
24 x7 Customer Service
An IVR system delivers uninterrupted 24×7 support to your customers through record messages and instant query resolution without having to redirect calls to agents.
Call Recording
IVR lets businesses record every call in real-time for later analysis and ensuring quality standards.
Call Routing
If a customer wishes to interact with an agent, the IVR system facilitates call routing, which redirects the call to available agents to minimize customer wait time and boost satisfaction.
Multilingual Support
IVR offers multilingual support for customers of different ethnicities with customized recorded messages in English, Hindi, and regional languages.
Customizable Menu
IVR lets businesses customize the call flow with a menu categorized along with numerous sub-menu options, facilitating seamless navigation for efficient query resolution.
Concurrent Call Answering
Businesses can simultaneously attend an unlimited number of concurrent inbound calls to minimize customer wait time using an IVR system.
Final Words
If a business delivers an exceptional customer experience, every other operation process will follow seamlessly. Modern IVR systems let brands create personalized messages, use multi-level menus for an in-depth customer choice, eliminate human error, gather customer feedback, and provide many more perks.
Even in cases where customers would like to interact with an agent, an IVR system can still be beneficial as it records the customer input and concerns to intelligently route them to the most appropriate agent.
If you are on the lookout for a reliable IVR service provider that provides 24×7 availability, visit Knowlarity, which offers seamless customization of the call flow via a menu categorized with several sub-menu choices. With custom-created menus, Knowlarity ensures query navigation for customers, all while being cost-effective.
