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.

Welcome Cloud Telephony As It Saves Business Cost!

No one can object if I mention in the discussion that a business should shift to the cloud telephony system from the isolated telephone system as soon as possible. Benefits stuck to cloud telephony are countless such as it needs no hardware cost, a cheap service than the traditional costly system. Well! There are a number of worth-noticing points that will your business cost more than you save on hardware cost.

Cloud telephony can be integrated with other tools

Flexibility in technology is very important. Now, when I talk about the traditional phone system, the isolated feature was troubling the industry at a good scale. It couldn’t be integrated with other tools or applications.

Using telephony system only to make communication easier is neither good for business purpose nor a cost-effective decision. Integrating the system with tools like CRM or customer satisfaction tool can benefit the business and boost productivity.

Now, what when phone system is not connected to CRM? The sales executive will have to maintain all call records in the CRM manually. Now you decide! Isn’t doing this data entry task a clear time-waste? I mean this precious time can be used in talking with more customers.

The cloud phone system integrates with CRM and enables to keep the record the details and the history of call at any point of need.

Another great advantage of saving caller’s history that you don’t need to ask them the same questions again which have been asked in last conversations. It saves the time of sales executive and doesn’t create irritation to you customers and make them inclined to your services.

A Proficient Team

Indeed companies invest big amount on training their sales staff but unluckily productivity stats often don’t show any significant increase. Actually, the training program is still following the same old concept. The employees are being trained for products and services means no practical situation is discussed during the session. Will it work long? Of course, no!

With the help of call recording feature the caller’s recording is heard carefully then an insight is drawn about where executives are doing mistakes and how it can be resolved. Thereby, the efficiency of employees gets uplifted and it helps companies to gain more ROI.

No Office Rent

Gone are the days, when you were needed a magnificent building to give a start to your business. Now almost companies are saying bye bye to the physical structure and running behind the virtual one. It could be possible because of the invent of cloud telephony. The main reason behind this switch is it allows competent people to work from home.

Another considerable perk of using this system is that the deferred customer service can be revamped to a great extent as your customers don’t need to wait longer rather their calls are being responded promptly. Your employees remain busy at the workplace and don’t goof-up during productive hours.

Get More Opportunities

The e-commerce websites are seen dealing with more customers during special sale time like festive season etc. with traditional phone technology it was pretty challenging and expensive to handle such crowd and you needed to hire more employees to overcome the work pressure. But with IVR feature of cloud telephony, multiple customers can be served at the same time that too with making them fully satisfied.

Hence cloud telephony saves business cost in ways one can never have thought about before.

Why Small Businesses Should Use IVR Services?

Before mentioning why IVR services are important to small organizations today, it is important to describe what IVR services actually are.

What are IVR (Interactive Voice Response) services?

So many times you hear ‘Welcome to XYZ company’, ‘Press 1 for this’, ‘Press 2 for this’ and so on…

Do you know what is it?

It is actually an IVR (Interactive Voice Response) service.

The Interactive voice response system is a combination of database and some sort of infrastructure. It enables users to communicate with companies’ database playing pre-recorded voice prompt. This recorded message provides callers with multiple menu options in form of digits where they can reach by pressing or touching numbers on their phones’ keypad or touchpad. As soon as caller touches any number the system directs him/her to a particular department of company or portion of database. In this system, users communicate with a computer and get all the required responses.

This is an automated process for executives’ interaction with customers in order to fulfill their requirements. It is a less expensive telephony system. Some small organizations can’t afford the financial pressure of executives dealing customer services, to them IVR service is like a boon.

Benefits of using IVR services

There are so many reasons behind why small business must have a call management system. It is not only a cost effective solution but have major importance in converting a business into brand. Below are some top reasons that tell the significance of IVR service.

  • Increases reliability of business

Whenever you enter into any shop, hotel, restaurant or office, which point affects you most at first sight about these places? Infrastructure, right? The beautiful and fascinating infrastructure gives you a positive vibe and set your mind accordingly. Whereas a home based company might shake your trust somewhere.

Well, the IVR services do the same thing in business. Distributing personal numbers for professional purpose doesn’t leave a good impression and sometimes can make people confused too. But using an IVR service is a smart way to project an authentic business and increases its reliability.

  • Customers can get services anytime

Human being need some time for rest to re-energize themselves as they are not machine and can’t work continuously. But, your prospects or customers can’t see you taking time to relax and their problems might arise at any fine moment. Here none other but automation solution works best. Holidays, small lunch breaks or any other likewise reason when callers don’t find executives to resolve their issues. But, IVR services are 24/7 service that communicate to callers any time. For the first instance, this might seem you off-putting but it has spread its wider importance among many big organizations and this is the reason small companies are tending towards it. Another big reason is its cost-effective property that saves company’s’ huge investment on manforce dealing with customer problems.

  • A good support to mobile customers

In the trend of increasing digitalization, people are absolutely stick on to smartphones, laptops and many other electronic devices to accomplish any small task. Shopping through mobile has become trend now and people take very less time to choose and make transactions for their desired items. In such cases IVR service has great significance to resolve customer queries related to products or services. Since these services are available round the clock so whenever users find free time, they can clear their doubts.

  • Personalized system

Nobody knows about your business better than you. As it is already mentioned IVR system uses a pre-recorded message prompt, so, you can make your own recording with the number of options that your business is offering. The recording message reflects an image of the organization means what your organization is intended to do and how it can help and fulfill customers’ needs and wants. As a business you’re providing solution for problems, so you can project a better script for what callers would love to listen.

  • No error issue

When receptionists have to attend more than thousands calls in a day, there might be a possibility that couple of calls can be directed to wrong department or person. But, in case of IVR services, for any incorrect activity only the caller will be responsible. Whatever digits the guest presses, the system directs the callers to the concerned department only. Thus, IVR system is an error free service. Read More..

 

How ‘IVR and Toll Free Services’ Transforms Small Business Into a Brand?

Each and every business aspires to be a brand someday. Though, rare businesses achieve the feat. Then what makes a business more successful than other? Why is it that two similar type of product are launched and the one which has lesser features outruns the better featured one? It is the difference that transforms a business into a brand.

Just suppose, you are on a road trip and suddenly your vehicle ceases to move ahead. You are unable to figure a way out of there just stuck in the middle of nowhere. What will you do?

To be honest, 99 out of 100 persons will take out their mobile phone and call the person whom they consider helpful for the particular circumstances. The strange thing is that the person whom you would like to call may not be a mechanic or any other help. It is just that psychological comfort that you get after having a conversation with the person and that’s the reason you will probably choose the most selective person.

Being a brand is just like being that friend. You don’t always need to deliver physically but it is more about the psychological comfort that you could offer your customers. IVR and toll-free services are meant for just that.

If you want to succeed as a business, you need to develop an identity that makes you fit for the role of that ‘helpful friend’. In case a customer needs help with anything related to your product or service, he should immediately seek you for help. This will help you in building trust. Just synchronize your services with IVR and toll-free connections, seize the opportunity to impress your customers and you are on your way to glory.

The most important thing that determines the success of a business is ‘How happy the customers feel about the experience?’ You know that your business earns from its customers. And if you can’t keep your customers satisfied with your services, there is no reason for him to choose your services above others? Either give him a reason to choose you or he will choose someone else.

When you lose a customer, you lose one sale, a bit of ‘revenue’ which a sale creates, a bit of profit which that revenue generates and thus, you lose a bit of growth which that profit contributes. This is just for a single customer, multiply it by the number of customers you lost to others and you will have a lot to worry about…

What Makes a Customer Loyal to One Business?
If you want to transform your business, you need to befriend your customers and deliver above and beyond their expectations. For this, it is important to offer them a channel of communication which is meant only for their interaction. This makes sure that your customer has a direct access to you. And to be honest, customers consider it important. The point that we want to evade is connectivity platform. Almost every brand has it’s own IVR and Toll-Free Services.

A business includes a combination of good quality products and high customer satisfaction index. The good quality product can be easily manufactured by regulating the essential quality standards. But to ‘value your customer’ is a psychological entity that has no specific secret. It is just about how the customer feels about your business on whole. Or to be specific, How much satisfied your customer is from the overall experience of the product?

You may find many people who are loyal to ‘a specific brand’, seamlessly infatuated with the charm of that business. Remember, it is not just about the product but a business. This is what we call branding. And let me tell this straight, It is damn difficult to achieve this type of loyalty from the customers. And it is a fact that you can’t attain such status with the help of marketing alone. A Brand is more than just about being well-known, It is about the obsession of customers to own their product.

Communication – A Gateway to Customer’s Heart
Just choose a brand and then closely study its relationship with the customers. Try to figure out what the business does to keep an overwhelming warmth alive in their relationship. You will find nothing but ‘a healthy communication’ which is making the difference. Communication It is an inarguable fact. Many times, we see two similar products from two different brands launched together in the market. One of them is clearly better than the other but still, the less competent product hits the right chord with customers and outruns the considerably better product of different brand in the volume of sales. In such cases, it becomes evident that customer satisfaction can outweigh even the product quality. And thats the reason, you can’t run a business on product quality alone. You have to maintain a healthy relationship with your customers or else they have other competitive quality options that do intelligent communication which infatuates people.

They invoke a ‘special-feeling’ in the mind of their customers. To make a person psychologically opinionated, you need to charm him with your aura. And this is a fact that you won’t gain loyal customers unless your attractiveness transpires into the customer experience.

Remember, it is about psychological satisfaction. The IVR and toll-free numbers are just perfect for the part. You do not be there with him to do it. Just use a proper communication channel and combine it with a prompt response…

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.

3 Tips To Make Decision Making Easy In Your Business

A proper Business Decision Making is the foundation of any rising business revenue graph. As compared to large organizations, in small businesses, each individual contributes their level of perspective. Since a single decision can make or spoil the financial structure of your company in no time, hence, it must be taken perfectly using different mind reasonings.

The low-level or high-level supervisors might apply wrong algorithms as making mistakes is human tendency. This can impact your business adversely. To avoid this, technology has given birth a number of various facilities that assist how to take perfect business decisions.

Why Cloud Technology has important role in Business Decision Making?

The rapidly growing cloud technology has not only reduced the IT infrastructure cost of organizations but also helps largely in taking correct business decisions. The Decision Support System (DSS) is helpful to develop the Business Intelligence Architecture. This DSS uses cloud computing technology. Based on the historical data or previous records the system fetches the best results so prominent decision could be taken to benefit business.

Here I am going to discuss some tips that give you a better understanding of how to take business decisions correctly:

Tip #1: Cloud Telephony – “Find What Your Customer Wants”

Customers are the soul of any business. You will be a lucky businessman if people get attracted towards your goods and services. But what if they don’t? In such case, an entrepreneur needs to implement such logical business ideas that can push the crowd to take interest in his products and services. A complete branding solution cloud telephony plays a vital role here.

This software solution enables employer to collect info about all the customer calls- answered, not answered or missed. Also, it helps to garner feedbacks from customers, which, in turn, are helpful to introduce changes required into the business. This cloud telephony system also gives an idea about if professionals are behaving well with customers or not.

Tip #2: User Engagement Tool – “Find What Users Are Looking For”

Before what new business strategies should be implemented, a detailed analysis over what users are actually searching for means finding User Intent should be done perfectly. Though off-line businesses may trouble you as scratching someone’s mind reasoning about selecting products or services is absolutely a tough task.

But, in case of on-line businesses, there are so many user engagement tools available in the market, through which who are interested in your services can be found out easily. Also, it gives an idea about which portions of the website are searched most frequently. With the help of this authentic data, better ideas can be introduced into the business to change its profit structure.

Tip #3: Route Tracking Software – “Get Authentic Data In Real Time”

‘Prediction’ and ‘Reality’ are two different terms. It is not necessary that all time each prediction will turn into the reality. To avoid this, you must work on authentic data. The Salesforce Automation Solution is a route tracking software through which the employer gets real time information of field workforce. This software solution has a web dashboard and android based app.

The employer monitors entire sales activities in real time on the dashboard while sales reps use mobile application to enter all details. This real time data helps manager take perfect decisions related to which sales rep will deal to which customer or how long a meeting will take to get deal done etc. The employer tracks his team through Geo Tags and schedule whole work accordingly.

Why your business need an IVR

business-ivrIVR is an interactive voice response that is automated by the computer system and allows people to connect with the computer’s database, that can be via emails, fax etc., usually it is the telephone.

We all are aware of the concept of the call centers… Do we..??
‘Press 1 for sales’,’Press 2 for marketing’… Yeah..?? Remember..?

The IVR service firstly deployed in the 1970s for the use of call centers, but it was too expensive and with the complicated technology.
Now it’s being a decade later that the technology became more affordable, cost effective and able to used with voice recognition.
Voice recognition helps your customer to collect information without wasting their time with prerecorded messages in detail.

For Example: If you call any operator’s (such as airtel, vodafone, BSNL, idea etc.) customer care and want to know about your balance and validity then IVR helps you to reach the particular destination of information and with the help of the computer’s database, and the voice recognition feature, announce your balance details with validity (if applicable).

IVR is of two types, usability depends on the demand:

  • Inbound IVR: use to automate the calling answering process.

For example: ‘Press 1 for DTH’,‘Press 2 for the Internet’,‘Press 3 for other assistance’ etc.

  • Outbound IVR: use to take the feedback from the customer.

For example: After solving the customer’s query, you can make an automated IVR call to the customer and ask ‘Press 1 if you are satisfied or Press 2 if you are not satisfied.’

Why only IVR?

Grab every call

Your every call is an important one as your customer. You may miss a big order call but now you will never miss any call whether your phone is switched off or not with you for some reason. IVR services give you a list of all the customers who called you and whose call was missed.

Intense fight

There are many companies are in hurry to grab the attention of the customers but unfortunately, they fail because of the low budget.

Although the multinational companies don’t give attention to the individual customers but they use large marketing budget and images to grab their attention to them.

But what about the small businesses, what should they do…??
They do not have the high budget and have any image in the market too.
The IVR services are not less than a boon for them. Now they can provide all type of customer service in their low budget.

Enhances company’s image

You undoubtedly want to impress your caller and convey a big company image but you do not want to expense too much like a real receptionist. Through the IVR services, you can handle the calls for multiple departments and project a professional business image by providing the extension for each function.

Location doesn’t matter

No matter where you are, you can manage the call routing to your home, mobile or any other number. Enjoy your convenience and never miss your crucial phone call too.

MIS (Management Information System)

Don’t worry..! If you are out of papers. IVR services come up with call logs, call recordings and notifications features for each call. Now you do not have to remember what details you gave to each of the prospects.

Number ends with your business

Suppose your business grows and you want to move your business. But if you are dealing with your customers by your regular phone numbers, what would you do now..? You may call each and every customer and inform about the relocation…. Don’t you think it’s going to be very hectic and impossible..??
The IVR services give you a solution for this, now your number will never change doesn’t matter what is your office location.

IVR services are all about No Hardware ! No Software ! As Easy as your Email 🙂

7 Frequently Asked Questions About Toll Free Numbers

10-Frequently-asked-questions-about-toll-free-numbers-Ziffy

Question 1: How would i know that my business needs a toll free number?

You have just set up a business venture and want to invest in priorities. The very obvious question that comes up in your mind at once will be do i really need a toll free number? Though these numbers should be owned by every business for the purpose of organizing calls but it becomes more like a necessity if:

  • You are a virtual merchant.
  • You want to start a business that deal with the customers nation wide.
  • You indulge in marketing campaigns often and depend on phone numbers for that.

Question 2: How much i need to shell out for buying it?

Cost of toll free numbers depend on a number of factors.

  • The plan you choose.
  • The number you choose (Vanity numbers are expensive)
  • The vendor you are making purchase from.
  • The minutes you consume per month.

Question 3: Are these calls free internationally?

Callers to the toll free numbers are exempted from charge when they call anywhere from the within the country. International calls to a toll free numbers are not free and charged more.

Question 4: How do these numbers benefit me?

There are multiple benefits of these numbers owing to which there is an spurt in their demand. With the help of these numbers, you can:

  • You can track, monitor, analyze all the incoming calls which means a better organization of business calls.
  • You are able to give a positive brand image of the product/service you offer.
  • Most importantly, they are useful in making more customers reach you with their feedback which means customer retention and satisfaction.

Question 5: What is IVR? How would this help?

To put it in simple terms, IVR or Interactive Voice Response is the interaction of machine with humans using DTMF (Dual Tone Multi Frequency) technology. With the press of buttons, you are directed towards your designation which means that you do not need a real receptionist and available to the clients 24X7 because you can track all the calls coming in the odd hours too.

Question 6: What is a CRM panel? How can it be used?

CRM or Customer Relationship Management Panel is the soul of a toll free number you buy. With the help of this panel you can manage all the incoming calls, can analyze them, can come to know at what time of the day you are getting the maximum calls, track the missed calls and do much much more. However, it is not easy to use and you would be provided with a training from the vendor you purchase the toll free number from.

Question 7: Where should i purchase the number from?

Though the market is deluged with a number of vendors and direct operators. However, doing a little bit of market research can help you get the best deal. Compare the plans and the facilities you are provided with. Avoid buying them from a direct operator as you would not be able to get value added services and IVR.

 

What Makes an IVR System Indispensable for Your Business?

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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 requires 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?Read on to find why IVR is more like a necessity for your business.