Interactive Voice Response (IVR): Introducing the Best Customer Service System
If you feel your business needs a tireless customer service assistant who works round the clock, then you should know about interactive voice response (IVR). Because it’s the unsung hero of modern business communication. Used correctly it can benefit any business, so we’re here to tell you just how this clever tech can revolutionise your customer service game.
What’s all the fuss about interactive voice response (IVR)?
Interactive voice response, or IVR for short, is like having a super-efficient receptionist who never, eats, sleeps or takes annual leave. It never tires! What it does do is answer your business calls and guide your customers through a menu of options. Callers can use their voice or keypad to navigate, getting the information they need without waiting for a human to pick up the phone or get back from lunch.
How does interactive voice response (IVR) do its thing?
Imagine this scenario: a customer calls your business after hours. Instead of reaching voicemail, they’re greeted by a friendly automated voice. “Press 1 for opening hours, 2 to leave a message…” You get the idea. That’s IVR in action and no doubt you’ve experienced it as a customer yourself.
What’s happening behind the scenes with IVR?
Of course from a customer perspective interactive voice response (IVR) is simple, but here is what’s happening in your call management system:
- Your phone system picks up the call
- The IVR software kicks in, playing your pre-recorded messages
- It listens for the caller’s response (voice or keypad)
- Based on the input, it provides information or routes the call
There are two main components of IVR:
• Touch-tone: The classic “press 1 for…” system
• Speech recognition: A more sophisticated version that understands voice commands
Why your business needs IVR (like, yesterday)
- Happy customers, happy life
IVR means no more frustrating hold times or missed calls. Customers get quick answers, so you’ll get glowing reviews for great service. - Save those pennies
By handling routine queries automatically, IVR frees up your team for more complex tasks. Plus, need to spend more on payroll to cater to your customers’ basic needs. - Open all hours
Your business never sleeps with IVR. Customers can get info or leave messages any time, any day. - Right person, right time
IVR is a pro at playing matchmaker, connecting callers with the perfect department or team member. Meaning everyone & everything is far more efficient. - DIY customer service
From checking account balances to booking appointments, IVR lets customers help themselves. It’s a win-win!
IVR across industries: It’s not just for big corporations
If you think you’re too small or niche to use IVR then we’re here to put you back on the right path!
Health and beauty: “No more phone tag for appointments”
Patients book appointments and get reminders without tying up staff.
Retail, including independents and online: “Where’s my stuff?”
Shoppers track orders and give feedback without human intervention.
Travel agents: “Book your dream holiday 24/7”
Travellers make reservations and check flight status at any time.
Car servicing and sales: “Request an MOT/Test drive”
Customers can reserve a time to view a vehicle or bring their car for an overhaul.
Contactors and tradespeople: “Book your call back for a quote”
People needing your services can request a suitable time for you to price up their requirements.
Telecoms: “Your call is important to us…”
IVR manages high call volumes and routes customers to the right support team.
Banking: “Check your balance without queueing!”
Customers can check accounts, transfer money, and even report lost cards.
Overcoming IVR hiccups
Let’s face it, we’ve all had that moment of yelling “OPERATOR!” at an IVR system. Here’s how to avoid frustrating your callers:
- Keep it simple: Don’t make callers navigate a labyrinth of options
- Offer a human escape hatch: Always give the option to speak to a real person if possible, or request a call back at least
- Test, test, test: Regularly check your IVR for glitches & outdated information
The future is bright (and chatty)
IVR is getting smarter by the day. With AI and machine learning, these systems are becoming more natural and intuitive. Soon, talking to an IVR might be as smooth as chatting with a human. Great for business but a little scary too!
Wrap-up: Why IVR is your new best friend in business
Interactive voice response is like a Swiss Army card for your business communications. It handles calls, provides info, and keeps your customers happy – all while saving you time and money. Whether you’re a small startup or a growing enterprise, IVR can take your customer service to the next level.
Ready to give IVR a try?
At SwitchboardFREE, we’re all about making your business communications smoother and smarter. Our IVR system is designed to be user-friendly and adaptable to your unique needs. Want to see how IVR can work for you? Give us a ring or drop us a line – we’d love to chat!