Brands are constantly on the lookout for tools and optimizations to enhance the customer experience they offer. Among these technologies, IVR systems are among the best technologies for empowering customers through automated service. IVR can be used to answer inquiries, help customers resolve problems and provide personalized assistance. Whether customers want to look up information on their own or connect with an agent, such a system can save them time by ensuring that they are routed to the right place or person every time. In addition, contact center employees can enjoy a greater sense of efficiency, as they are able to complete calls more quickly and share their expertise when the situation demands their specific skills. Here are five ways IVR can power great customer service in your contact center.
IVR (Interactive Voice Response) is an automated system that enables callers to navigate a voice menu to access the information or services they require. The IVR is designed to enhance the customer experience by providing a rapid, personalized response to their requests. It is an extremely powerful tool for routing customers when they call your brand.
In terms of call routing, IVR can help to route calls more efficiently by allowing callers to direct themselves to the right destination. It allows them to bypass menu options that they do not need, and it enables them to speak their responses or enter them from a keypad so that they are routed quickly to the place they need to be. For example, a customer may obtain information about a bank balance or delivery, or he may be connected to an agent who can assist him with a complex service situation.
Finally, IVR can also be used to collect information from callers before routing them to an agent. Callers can provide information such as their name, phone number or account number, which can help the agent respond more quickly and efficiently to their request.
Visual IVR is an extension of the traditional IVR concept that allows users to interact with a voice menu using a graphical screen, rather than listening to the voice options. Some systems may feature visual IVR, which allows customers to tap their way through menus. With visual IVR, customers can quickly get into an agent queue, and such systems also support speech recognition and text-to-speech in various languages.
They can see the voice menu options in text and graphics form, as well as hear the voice options. Users can then use their touchscreen or keypad to select the desired option, rather than having to listen to all the voice options. Visual IVR is particularly useful for users with hearing problems or who need more time to understand the voice options. It can also be used to provide additional information, such as images or videos, to help the user understand the available options.
When your company is especially busy during peak periods (such as holidays), an IVR system can be very useful for efficiently managing service peaks, as it enables a large number of incoming calls to be handled rapidly without the need for a human agent. It saves time for both agents and customers. The system may be set up to help customers self-serve if they have simple requests. The IVR can be programmed to perform certain automated tasks, such as checking the order status or updating personal information. This ensures that they do not spend time waiting to speak to an agent for an otherwise quick question. Contact center agents may be made available to customers with more difficult requests, and more employees will be free to take these calls when IVR steps in to handle the easier tasks.
If your brand does not offer 24/7 customer support, IVR can greatly increase your hours of availability. For requests that may be handled through self-service, an IVR system is ideal as it may empower customers to learn information when your agents are not there to take calls.
It’s always a great idea to ask for customer feedback immediately following a call. However, some customers may not feel comfortable giving such information directly to the agent, and sending the customer a survey on another channel is not the most efficient way to earn their participation. This is where IVR can assist. After a service interaction has been completed on the voice channel, give the customer the option of answering a brief survey powered by an IVR system. This way, customers can express their honest opinions easily on the very same channel of contact.
IVR systems are essential tools for driving great customer service on the voice channel. When a customer needs to speak to an agent or simply wants a quick answer through self-service, such a system is perfect for meeting his needs.
