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..