IVR, or Interactive Voice Response System, is a technology in contact centers that allows businesses to automate phone interactions with their customers. IVR System can be used for various purposes, including gathering customer feedback and conducting surveys.
In this blog, we'll explore how contact centers of businesses can use Interactive voice responses for feedback and survey purposes and the benefits of doing so.
Interactive voice response (IVR) systems are commonly used in contact centers and customer service operations to automate interactions with customers. When a customer calls a company, they are usually greeted by an Interactive voice response (IVR) system which provides them with a set of menu options to choose from. For example, a customer may be asked to press 1 for billing, 2 for technical support, and so on. Based on the customer's response, the Interactive voice response (IVR) system routes the call to the appropriate department or provides additional prompts to gather information.
An Interactive Voice Response System survey can be used for a variety of purposes, including market research, customer satisfaction surveys, and political polling. The advantages of using an Interactive voice response (IVR) survey include increased efficiency, cost savings, and the ability to reach a large number of people in a short amount of time. Interactive voice response (IVR) surveys also offer the option of multi-lingual support and the ability to personalize the survey experience for each respondent. Businesses use CZ IVR to automate customer service responses and create a personalized experience. Since 86% of customers are willing to pay more for a better CX, using an IVR survey indicates that a company values its customers and is willing to listen to them.
Overall, Interactive voice response (IVR) technology allows companies to automate and streamline their customer service operations, improving efficiency and reducing costs while providing customers with fast and convenient access to information.
1. Why is it important to use IVR for surveys & feedback?
2. Types of IVR Survey
3. Step-by-step guide on how to use IVR for surveys & feedback
4. Benefits of Using IVR for surveys & feedback
Why is it important to use IVR for surveys & feedback?
- Convenient for Customers: IVR is an easy and convenient way for customers to provide feedback or participate in surveys. They can call into the Interactive voice response (IVR) system at any time and complete the survey at their convenience. This makes it more likely for customers to participate, which leads to a larger sample size and more accurate results.
- Time-saving: Interactive voice response (IVR) systems can handle multiple callers simultaneously, reducing wait times and allowing customers to complete the survey quickly. This saves time for both the customer and the business as they can process a high volume of feedback in a short amount of time.
- Cost-effective: Interactive voice response (IVR) systems are relatively low-cost and don't require a significant investment in hardware or software. They are also easier to maintain compared to other methods of collecting feedback and conducting surveys.
- Automated Reporting: Interactive voice response (IVR) systems provide automated reporting, which means that Contact Center Solution can collect, analyze, and report on feedback and survey results quickly and easily. This allows businesses to make data-driven decisions and improve their services.
- Consistent Data Collection: IVR System provide consistent data collection, as all customers receive the same questions and prompts. This helps to ensure that data is consistent and reliable, making it easier to identify trends and patterns.
- Improved Customer Experience: IVR systems allow businesses to gather valuable information from customers, which can be used to improve their services and enhance the customer experience. This can help to increase customer loyalty and improve the overall reputation of the business.
Types of IVR Survey:
1. Outbound IVR Survey: In this type of survey, the system dials a list of phone numbers, and once the call is answered, the Interactive voice response (IVR) system greets the person and asks them questions. This type of survey is usually used for market research, customer feedback, or for polling.
2. Inbound IVR Survey: In this type of survey, the customer calls a dedicated phone number to participate in the survey. This type of survey is usually used for customer satisfaction or customer service evaluations.
Step-by-step guide on how to use IVR for surveys & feedback:
- Design a Survey: The first step is to create a survey that has the questions you want to ask your customers. This could be about their satisfaction with your product or service, their experience with your customer service, or any other topic you wish to gather information about.
- Create IVR Scripts: Once you have your survey questions, you need to translate them into Interactive voice response (IVR) scripts that customers can interact with. This includes recording prompts that ask each question and giving customers the option to respond with a yes/no answer, a rating, or a specific answer.
- Integrate IVR System with your Business: Integrating the IVR system into your business involves setting up the IVR system so that it is accessible to your customers. This could be done by integrating a toll-free number or using an existing number and setting up an Interactive voice response (IVR) menu that directs customers to the survey for inbound or using CZ Callblast for outbound. For data interchange for authentication, status, announcements, account details, etc. over the call, CZ IVR can be used with the CZ Callblast solution. The IVR Solutions can be integrated with Text To Speech (TTS) or Automated Speech Recognition (ASR) engines and 3rd party CRM to retrieve any specific data.
- Promote the IVR Survey: To maximize the number of responses for the survey, you should promote the IVR survey to your customers. This could be done through email, social media, or even on your website. Encourage your customers to participate in the survey and make it easy for them to access it.
- Collect and Analyze Data: The final step is to collect and analyze the data you receive from the Interactive voice response (IVR) survey. This data can help you understand your customers' opinions and make improvements to your products or services. For better corporate decision-making, CZ IVR offers all pertinent call information, including the number of calls dropped on IVR and the number of calls missed, as well as live analytics and dashboards. For IVR nodes, real-time reporting is offered.
A healthcare company wants to gather feedback on its patient service. They create an Interactive voice response (IVR) survey that asks customers the following questions:
1. Were you able to get the service you were looking for?
2. Was the front desk team helpful and polite?
3. Would you use their services again in the future?
The healthcare company records the prompts for each question and integrates the Interactive voice response (IVR) system with CZ IVR and CZ Call Blast Solution. They then trigger the IVR survey to their customers by automatically dialing out the contact number of the patient after the patient has visited their center. This is done by using the API call of CZ Dialer.
Customers respond to the Interactive voice response (IVR) survey using the touch-tone selections to answer each question. The data collected from the IVR survey is then analyzed and used to improve customer service.
Benefits of Using IVR for Surveys & feedback:
a. Improved Customer Experience: Interactive voice response (IVR) allows customers to provide feedback and participate in surveys quickly and easily, improving their overall experience with your business.
b. Increased Engagement: By making it easy for customers to provide feedback and participate in surveys, businesses can increase engagement and foster a sense of community among their customers.
c. Better Data Quality: IVR Calling System ensures that customer feedback and survey data are accurate and reliable, as customers can provide information directly, rather than relying on manual data entry or transcription.
d. Increased Efficiency: By automating the feedback and survey process, businesses can save time and resources, allowing them to focus on other areas of their operations.
e. Reduced costs: Interactive voice response (IVR) systems are often less expensive to implement and maintain than traditional customer feedback and survey methods, such as paper surveys or phone calls with live operators.
f. Scalability: IVR systems are highly scalable and can handle a large volume of feedback and survey responses, making them ideal for use by large organizations.
g. Customization: IVR systems can be customized to meet the specific needs of a company, including the ability to collect specific types of feedback and survey data, and to route calls to the appropriate department for follow-up.
Interactive Voice Response System are becoming increasingly popular as a tool for gathering feedback and conducting surveys. This is due to several advantages that they offer over traditional methods, such as questionnaires and manual surveys. IVR systems allow for quick and easy data collection, as participants can simply call a number and follow the prompts to provide their feedback. Additionally, IVR systems provide an efficient and cost-effective solution for collecting large amounts of data, as they can handle multiple calls simultaneously. The use of Interactive voice response (IVR) also ensures that the data collected is accurate, as participants are less likely to make errors or skip questions compared to manual methods. Furthermore, IVR systems offer the convenience of allowing participants to provide feedback at any time, as the system operates 24/7.
In short, the use of IVR systems for feedback and surveys is essential for businesses that are looking for fast, reliable, and convenient ways to collect data from their customers and stakeholders.
Author Bio: Abhirami is a passionate writer whose forte is communication, possesses strong leadership qualities, and is often kind.