Have you ever hung up on or been frustrated at
Have you ever had a query about a business’ product or service but had to deal with agents who just couldn’t understand your issue?
Or maybe even just had to wait on customer service for so long, you just eventually give up?
Well IVR may just put an end to that frustrating issue.
In this article, you will learn all about what IVR is, how it works, what an IVR number is and the many reasons why you should consider investing in it.
What is IVR and how does it work?
Interactive Voice Response, or simply IVR, refers to an automated phone system with call routing capabilities. IVR interacts with callers and then gathers information by giving them choices through a menu.
Based on the answers of the caller, via their phone keypad or voice response, it then performs specific actions.
The choices made by the caller are responsible for the actions carried out by the IVR. It is capable of providing information or even routing and re-directing callers to a human agent if the issue proves too complex.
Think about when you call certain business numbers and are greeted by an automated greeting. Normally, in this situation, you will be interacted with via a pre-recorded message and told to take certain steps. This is all done with the use of IVR.
What is IVR number?
An IVR number is a tool that acts as a medium for business communication. Through self-service technology, it enables callers to navigate your business’ phone system.
Furthermore, it can redirect and connect you with a human operator to better handle your query, whenever necessary.
How does IVR number work?
The automated IVR system is responsible for routing the caller to the right department. This is carried out based on the input given by the caller via their device’s keypad.
In addition to this, an IVR system is also able to provide answers to the frequent questions customers have via pre-recorded messages.
Initially, the traditional IVR system mainly functioned with the use of dual-tone multi-frequency (DTMF) tones. Since then, there have been many new changes and developments over the years.
Alongside DTMF tones, came speech recognition. It acts as a great companion and allows for callers to talk and respond to given prompts.
Another recent introduction is the incorporation of Artificial Intelligence (AI) for IVR in call centers. This allows for your users to talk freely without the constraint of a menu. Using AI, IVR can directly route callers to where they need to be, or directly to the information needed.
IVR numbers can really have a big impact on the enhancement of the customer service experience. This makes it quite a worthy investment for any business.
5 important features of IVR
Generally, IVR systems come equipped with a variety of features along with integrations. These can empower your business in several ways.
Here are some of the main features of IVR:
The inbound calling feature allows the system to automatically handle all incoming calls on the IVR-enabled number. There is no manual intervention in the entirety of the process.
Instead, the system asks callers to choose an option in the IVR menu and then routes them to the relevant department or agent. In case an agent is unavailable to address their concern, the caller can leave a voicemail.
With the outbound calling feature, the system can place calls to specific phone numbers automatically. Furthermore, it can connect a live agent to the call when the caller picks the connected menu option.
Additionally, the same feature can be used to gather feedback from customers and conduct surveys.
Ability to set custom voice messages
Custom voice messages are used to greet callers whenever they dial your business’ IVR number. The greeting can even be customized in different languages based on the selections of the caller.
You can even use the text-to-speech feature that comes along with the IVR if you don’t wish to record the message yourself.
Automatic call routing
Incoming calls can be redirected to the agent or department that can best handle specific customer queries. This greatly reduces customer frustration, enables faster call resolution, and increases efficiency.
Live call monitoring
Another feature that proves extremely useful to call center managers is a dashboard for live call monitoring. This enables them to keep track of individual agents and also access details of their active, on-hold as well as past calls.
In addition to these 5 features, some systems offer unique custom features that enhance the IVR experience.
For example, availing IVR on NeoDove allows for direct lead consolidation as well as campaign segregation on the basis of the nature of the said leads. In other words, NeoDove automatically puts incoming calls into either “picked” or “missed” call campaigns, based on the outcome of a call.
This allows for a distinct categorization of your leads and can help you prioritize your next actions accordingly.
As you can see, an IVR system has many benefits for any business. Integrating it into your business communication system can take your caller experience to new heights. Overall, it truly improves your brand’s reputation as well as customer satisfaction.
For all these reasons, you should consider investing in an IVR number for your business and not miss out on all the opportunities that come with it.