If you’re not using IVR for your business, you should be. Interactive voice response (IVR) is an automated telephony system, allowing businesses to interact with callers, collect information and direct traffic to the appropriate areas without even having to pick up the phone.
IVR is a perfect example of man and machine working together in perfect harmony for man’s benefit. If science fiction has taught us anything, it’s that man and machine don’t mix, and eventually the machines will rise up and try to eliminate us all. IVR, however, is more like a romantic comedy, where an unlikely pairing meet, fall in love and live happily ever after. Essentially, IVR is to man what Meg Ryan is to Tom Hanks.
So, why should your business use IVR?
Personalised Messages and Menu Prompts
Whether a customer is calling about a new product, a complaint, or for technical support, the last thing they want is to spend forever trying to get to the right area. With IVR, you’re able to record custom greetings, after-hours messages and menu prompts, allowing you to direct, reassure and inform callers without lifting a finger.
For businesses, IVR is all about streamlining your service. Depending on the size of your business, an IVR system can handle hundreds of calls at the same time. Imagine trying to do that yourself.
For callers, IVR is all about streamlining their experience. Callers want to reach the most capable department in the shortest amount of time possible. Occasionally, due to high call volumes, callers may have to spend a significant time waiting. IVR, however, allows the caller to make a choice, with the ability to configure your IVR system to allow callers to request a call back or simply leave a message if they wish not to wait.
Customers Prefer It
When not done well, IVR can be the source of much frustration for callers. An unorganised system will see callers bouncing around like loose change in a tumble dryer. However, when IVR is done well, it’s a massive time-saver for both callers and businesses. Plus, according to Fonolo, 90% of consumers now expect a brand or organisation to offer a self-service customer support portal.
IVR is Cost-Effective
According to Forrester Consulting, chatting with a live agent can cost as much as $6-12 per chat, while an IVR interaction can cost as little as 25 cents.
Present a Professional Image
Remember when Annie (Meg Ryan) writes a letter to Sam (Tom Hanks) in Sleepless in Seattle? Remember how Jonah (Ross Malinger) reads the letter and only really likes it because Annie mentions the Baltimore Orioles? If you haven’t seen Sleepless in Seattle, you’re probably wondering where this is going. If you have seen it, you’ll understand what I’m saying: first impressions count.
Whether a caller is contacting you for the first time or the one hundredth, IVR allows you to present a consistent, polished and professional image every single time.
What Are You Waiting For?
If adding a personal touch to your existing IVR system sounds like something your business could benefit from, get in touch with the Messages On Hold team, and request a free demo!