IVR (or Interactive Voice Response) is a telephone feature that can play an important role for your business. Small businesses may have a simpler version…day/night greetings and voicemail. An IVR system can provide anything from a professional greeting to a rather extensive menu of options, depending on the system capabilities.
Take advantage of your phone system capabilities
Do you find that calls to your office get transferred to the wrong people or agents? Are your agents swamped by calls because they have to collect account numbers, account details, and other pieces of information before they can service the customer? Would it make sense to have some extra help in screening and routing your calls? One way to solve these problems is by taking full advantage of your telephone system’s auto attendant or IVR feature.
IVR systems can give customers access to a database of information
IVR is a type of Telephony menu-driven technology that is able to read a combination of both touch-tone and customer voice input. Menus can be programmed to give customers access to a database of information. Or they can be used to identify, segment, and route callers to the person or agent within your team who is most appropriate and relevant for your customer. Whatever features work best for your business, if your phone system is programmed correctly and voiced professionally, it is sure to be a great solution for a positive caller experience.
More reasons why your business should use a professionally recorded IVR system
Here are some more reasons why your business should use a professionally recorded IVR system or voicemail greeting. Together with an informative message/music program for callers to enjoy when they do need to wait on-hold, automated menus allow customers to help themselves.
When your caller simply needs to know company office hours or other basic pieces of information, why not provide it up front. IVRs can help automate those mundane tasks so that the caller does not need to speak to an agent. This allows them to quickly and conveniently solve their own problem or answer their own query. Now the agent has more time to take care of more complicated issues.
Of course, you should always try to answer calls directly for best customer service. So, be sure to also offer access to a live person when questions need personal attention.
Effective, professionally recorded IVR menus improve caller satisfaction
Professionally scripted and recorded IVRs exude an air of competence, efficiency and expert customer service. If you’re a small business, an auto-attendant menu can make your company seem bigger than it actually is. An added bonus is that it provides a courteous, professional greeting without fail every time a customer calls.
One of the main benefits of an IVR is to increase agent efficiency. Because calls are routed directly, larger businesses avoid calls going to the wrong department, agent or person. It can also eliminate a seemingly endless hold time while reception calls a superior for help. Let us help you set up yours today!
IVRs are a perfect solution for streamlining your customer service procedures. Not only do they reduce your cost per minute for service calls, they help your customers while your agents are busy and give callers a reason to stay on the line.
Is your business looking for an effective, professionally recorded IVR menu? On-Hold Marketing can provide you with expertly-crafted professional audio and best practice menu suggestions. Give us a call at 1-888-466-4653 or contact us online.
“Information technology and business are becoming inextricably interwoven. I don’t think anybody can talk meaningfully about one without the talking about the other.” – Bill Gates