5 Ways IVR Can Make Your Customer Talk To You!

There is hardly any organization in the world who don’t treat their customers as their first priority. Customers are the top priority in any organization to make their business reach top. Those who do not focus on their customers are most certainly do not face success.

Nearly many companies have made customer satisfaction as their policy and have marked it at number one. If statistically speaking, the customer doesn’t really like talking in an IVR, almost 83% of customers feel that it provides either no value to benefit. They think that with more and more people turning on to mobile applications and new technology they hardly give importance to IVR and treat it downhill.

So, how you will make your customers fall in love with the IVR? It can be possible with the study showing an estimation that IVR is prepared to grow at a staggering 27.4 percent by 2019.

Where did this growth come from?

Nearly 60% of customer service interactions take place over the phone. This shows that the rising number brings in a number of IVR for their own businesses. Don’t you think that telephonic conversation should be well executed with an IVR?

Your Customers Expect These 5 Things From Your IVR

Today everyone, from every sphere of life is a technology savvy. So, when talking about customers they too prefer using technology even while talking about customer service and experience. More than 66% of the customers are likely to leave the company after high effort interaction and call waiting on a phone call. About 82% of customers do not want to spend money on those businesses who do not interact with them nicely.

Let’s check what an IVR can do for your customers to enhance their experience.

#1 Warm and friendly voice attract customers

A warm and friendly voice attracts customers to remain on the call and about 5 to 7 percent increase in customer satisfaction. If your customers love the voice behind the call, they will definitely want to interact with you and want to do business with you. An IVR makes your easy at a great extent, it lets your customer easily reach you and to the specific department, he want without connecting to the wrong department. It saves your time as well as customers time too. An IVR is pre recorded and does not have expression or body movements, so try to make it appealing and ravishing that attracts customer attention.

# 2 Use Creativity and humor

Your customers when call you do not want to interact with a machine or recorded voice, they need personal human voice calling. So, you can use the advantage of talking to them when finally they have selected to talk to customer agent for the query. When on a call with them, you can use some creativity and humor to attract them and make them love the call which will result in the long duration of the call and can bring you positively.

# 3 Use Personalize IVR message

An IVR makes a lot of work easier, if your customers call you, you can even make the message personal for a specific person only that makes them feel special and heard. If you will treat your customer in such a way, they will want to be a part of your company for sure. An IVR can also be used to reconnect to the same customer through history and can also greet them with their personal name with providing overall a great customer experience. Like, “ Hello, Mr. Verma, welcome to our company”.

# 4 Make customers call prior to everything

As already discussed how a customer call is important to one organization. Even a single call missed can lose you a great amount of money. It is always advisable to treat every call at utmost importance without letting it go. An IVR makes the work a way easy by providing the personalized message and even a call missed can be seen at the history and an agent can reconnect to the call to find out whether the call is worthy to bring in business.

# 5 Keep it simple

It’s a psychological fact that people love those things which are easier to understand. So, in order to run the business smoothly, you should keep your presentation concept as simple as possible through comprehensive. As per research, 22% increase in simplicity will raise customer loyalty up to 97%. How can a prospect be taken up to the transactional cycle while he is confused? Thus, follow a simple notion, create a smooth path between you a consumer for healthy bonding.

Also Read : Why Cloud Telephony Is Relevant In The Field Of IVR.

Why Cloud Telephony Is Relevant In The Field Of IVR

A place where the user can define their own IVR or telephony applications themselves is Cloud Telephony. A Cloud Telephony is a very common term used now very often, it has come up from Cloud Computing. Your work becomes easy and you no longer have to fuss up with the callers who call you at an unusual time. You will be able to make up easily how to deal with telephony jargons and knowledge of how a telephone works. It is just as simple as make/receive(pick up) a telephone call, hang up or disconnect the call, play an audio file, transfer the call, conference the call, record the call and more.

A Cloud Telephony is a real need in any business, if you are recording an IVR (Interactive Voice Response) for your phone number then you need a Cloud Telephony that will make it simpler for you to keep updates of all the calls and you will be able to keep records of your important calls that will surely be your prospective customers.

A business owner understands the importance of having a cloud telephony in their business. Same should you know about it, and incorporate to your own business.

Is an IVR mandatory in your toll-free number?

IVR System is an automated telephony system, where when a caller calls you hear a recorded telephony voice. It is applicable only on a hosted telephony, without which an IVR cannot work.

You must be very familiar with a voice saying “Welcome to XYZ company, Press 1 for sales, press 2 for support….”. This IVR is especially suitable and relevant in a Cloud telephony toll-free number, if you are looking for a toll-free number then an IVR is a necessity in many ways.

See below and know how a cloud telephony works and know yourself that how it is needed.

  • Your number gain importance among callers

A toll-free number is now no more a luxurious thing for your business but has become a necessity which you must have for your business. If a caller calls you and hear a fancy recorded IVR, his interest grows up naturally and he wants to invest in your business as he feels that he is being guided well through IVR recording and creates a good impression among all the callers who call you, especially first-time callers.

  • Customer can easily reach you

Your customer, especially your prospective customers who do not have your number can easily get through you by calling your toll-free number and an IVR recorded voice will lead the caller to you. This makes it easy for your prospective customer to reach you and connect you. If your customers will like you most certainly they will want to continue working with you and this will increase your company’s goodwill.

  • Caller information collected easily

IVR acts as a medium in collecting information about customer’s needs and will transfer the call automatically to the most preferred sales agent who can handle the call easily depending on their IVR input. When the calls are directed using technology, it has a very less chance that the calls may direct to the wrong agent and gives the surety that the caller will be provided with right information through a right agent.

  • You gain professionalism

If you are a company who works with the objective to make customers happy and satisfied then you should have an IVR for your toll-free number as it let you in making a presence in the market with a professional voice calling on the other side. And it will also make callers aware that you have many departments and employees.

An IVR is as mandatory in a cloud telephony as it is necessary for a business to have an infrastructure. The importance of infrastructure in a company is very relevant as employees those who are working with you just not see your company profile but also see how better it is built. So, if you are using a cloud telephony then you should use an IVR too.

6 Things You Should Keep in Mind To Reap The Maximum Benefit of IVR

Despite the fact that it has been proved to be a cost-effective solution, time-saver and a great tool to improve efficiency, IVR has been used so poorly by the businesses that reaping even half of its benefits would not be possible for them. Given here are the six best practices that give you the optimum benefit of it.

Keep it Simple, Easy and Clear to Use:

Put yourself into the shoes of your customers and just come to think of this! Would you like to press a lot of buttons and spend a long time on your phone? Obviously no. so, make your IVR as simple as possible and useful to the customers. The more simpler you make it, the better it would be.

Keeping the Decision Tree Shallow Helps:

The thumb rule of keeping IVR system works but you should make very sure that the options you keep on the branch should be less than 3 or less. More options as well as the customers both have to wait and they can get overwhelmed which in turn may lead to their forgetting the earlier options. Making trees deeper than the 3 branches can make the callers feel trapped and the whole system will prove to be futile.

Keep it Refreshed:

Like any other thing you use, your IVR also needs periodic attention so that it can stay optimal and you reap its optimum benefits. If you do not refresh the IVR system periodically, it would not be updated as per the needs of your callers. So, make a plan to review periodically and keep on updating IVR every 3-6 months.

Keep the Option of Reaching the Live Agent Open:

Being trapped in an IVR system as a caller is very disgusting. So, there are many companies that have to give callers the option of reaching live agents when they require. If the IVR system you have installed addresses the concerns of the callers properly then an agent would not be needed. However, if any caller needs a live agent he should have the option to do so.

Use the Words Rationally:

Directing callers to the company’s website to get their problems resolved is stupid because in all the probability, they have visited your site before reaching to you. So, suggesting them to go back to the site is stupid.

Avoid Giving Marketing Information During a Call:

Do not give up to the temptation of marketing during phone calls. Callers dial the number to make queries and selling at that time is going to nag them. So, better avoid it. Most of your customers view it as a complete waste of time.

IVR can prove to be one of the most powerful branding tools only if it is used wisely. If you want to create a positive impression of your company in the minds of your customers, start following the above given six practices and get the optimum benefit of it.

What Makes an IVR System Indispensable for Your Business?

Benefits-of-IVR-new

So, yours is a small business unit and you have constrained resources? Do you run short of manpower and want to save money? If yes, then IVR is the right solution. Answering phone calls require a lot of time and not all calls deserve a trained worker. Then why should you invest in hiring manpower for the purpose? Smart companies are switching to IVR these days. Have you done the same?

WHAT IS AN IVR?

Also known as Interactive Voice Response, IVR is a technology which allows a computer to interact with humans. In this technology, pre-recorded voice present information before the callers. To put it in simpler terms, IVR is an automated telephony which interacts with the calling party, collects the information and also routes calls to the recipients.

Why IVR?

There are certain FAQs which customers normally ask like office hours, phone directory and tech support queries. These questions are answered by  IVR so that customer service reps, tech support and salesmen can focus on other productive work. By subscribing to IVR services, companies are able to save a good amount of money.

Available 24X7:

IVR is a machine and hence it does not sleep. So, your customers can reach you any time of the day. Besides round the clock availability to your customers, IVR service can make your company look big. It is like an aura even for a small scale business.

Can You Get Tricky With IVR:

Undoubtedly, IVR system establishes a positive image of small scale companies that cannot splurge infrastructure. If you want the optimum benefit of IVR then you can you add several menu options for the different departments, all leading to the separate voice mail boxes.

In long and short, IVR is need of the hour for every business unit these days. If you are a smart investor looking for a business set up, then go for an IVR system. Gone are the days when IVR was a privilege of large telecom companies that could afford the software, hardware and a large staff to run in house IVR systems. Seriously considering to enhance brand image of your business? Look no further and get a professional voice for your business. Get IVR!