What is IVR Messaging?
Posted on September 8, 2017 at 2:54 pm
Interactive Voice Response (IVR) is an automated system that allows your business to interact with callers and routes them to a representative who is best suited to handle the call. The system is simple, cost-effective and increases overall efficiency. The automation feature allows you to pre-record messages; from greetings and short prompts for the caller. You can list fewer options with IVR, which keeps the messages more concise and makes the process easier for the caller.
How does IVR messaging work? It starts with the caller contacting your business. When IVR is set-up the caller will be greeted with your prerecorded message. They will be able to choose from the options you list off to them and to select which one best suits their inquiry. After the caller selects from the list of options provided to them, they will be directed to the most suitable representative. IVR will automatically route the caller to the representative who will have the best solution for them.
IVR allows you to predict inquiries to speed up service, this is based on the option they select. You can personalize messages and prioritize calls based on value. You will be able to handle a large volume of calls, as calls will be routed to the best representative. You can collect information from the caller while they are waiting in the queue. Lastly, IVR allows you to track and report customer issues to improve future.
How IVR Can Be Used
Surveys and polls
Call center forwarding
Simple order entry transactions
Bank and stock account balances and transfers
And much more!
Increase Caller Resolution
Implementing IVR will allow you to direct the caller to the best suited representative. The representative who receives the call will be one of the most qualified to answer the caller’s inquiry. This reduces the chance of having to transfer the caller to another representative.
Increase Customer Satisfaction
IVR is very easy to use and your callers will be less frustrated calling your business. They will be content talking to a representative who will be able to help them solve their problems.
Increase Company Efficiency
When your company has IVR, you will have representatives who are more skilled at addressing specific topics. Your representatives will be more confident on those specific topics, help more callers, and they will not have to transfer them to another representative.
Prerecorded messages allow you to greet customers in a professional manner. It will make it seem as if you have more departments and employees.
IVR is very beneficial for every type of business. To find out more about IVR and how you can implement it for your business, contact Tunnel at [email protected]
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