IVR or Interactive Voice Response is an automated technology that interacts with the caller and gathers their information. The information is collected either via voice or via touch-tone keypad selections.
When a customer is calling the IVR-enabled number, they are greeted by an automated voice. Then are offered several options to identify their requirements. The customer presses the number assigned to the relevant department or if it’s a voice-IVR then the customer can mention their problem directly.
The automated telephony system will recognize this information and generate a notification on the appropriate agent’s dashboard. IVRs are also evolving. With multiple integrations, we now have visual IVR where the customer can see the menu on their phones and interact with it.
To support your customers with a robust IVR system, you have to keep certain things in mind.
Some companies fail to add the live agent option and restrict the customers from accessing human support. This is a major setback for any customer support agency. Hence, make the option loud and clear on your IVR tree so that customers can avail agent support easily.
Databases are our best friends in a call center. CRM integrations with an IVR system will allow the system to recognize the caller before the call is routed into an agent. The IVR grows smarter with access to more information. It can verify the customer and serve them a menu relevant to their accounts.
Unless you have an important announcement to make, don’t market your product or services on the support line. Customers are in need of assistance and delaying that with marketing announcements will be absolutely repelling.
Keep conducting customer surveys or learn from your previous tickets. This will disclose different information like what is the most common customer complaint, which department has a high volume of support calls, and more. Based on this, you must constantly update your IVR, making it more customer-centric and user-friendly.
IVRs does remove the need for receptionists and agents who have to answer all calls. When your IVRs are created with the customer in mind, the containment rate rises. However, it is recommended to strategize and have a smart interplay of IVRs and human agents to reap the best possible results.