Customer is King. This age old adage has played a central role to business activities as long as organizations have existed. There has been a special emphasis on customer service and its activities by all businesses. While their strategies may vary, the objective is the same; to ensure all interactions with the organization are simple, easy and successful.
With 21st century technological advancements, the concept of customer service has truly morphed into a formidable business component. Capitalizing on all the senses, customer service includes visual and audio components. One of the latest in a series of technologically savvy customer service is IVR or Interactive Voice Responses. This concept appears in more places than you think, and to efficient and effective success.
What is IVR
Table of Contents
- 1 What is IVR
- 2 IVR and Customer Experience
- 3 Conclusion
- 4 Final Thoughts
IVR refers to Interactive Voice Responses and can be a powerful business optimization tool. Over 96% of customers prefer businesses that are more responsive or interactive with them. IVR in a conventional sense offers a simple telephonic route to solve business queries and issues.
The system redefines “on the phone” customer service. We no longer need a service representative to answer questions. Businesses are able to identify a set of consistent queries asked by and create a system of automated responses to address the same. While the applications are endless in customer service, within organizations IVR can be beneficial. Call routing to different departments is managed by an IVR system, when not manned by an employee at a switchboard.
IVR offers a customizable engagement system that offers a powerful way to improve interaction quality and speed.
IVR and Customer Experience
Within a customer service space, IVR introduces strong improvements. Conventionally these include;
1. An Efficient Call Routing Service
Call control features are built into the IVR mechanism. This means customers are prompted to input information through voice or button responses. They are able to troubleshoot on their own or eventually be patched to a customer service representative within the concerned department.
2. Self Service is Now Automated
Instead of the dreaded “on hold” music that tends to play in a never-ending loop until the salvation of a customer service representative, introduce IVR. IVR eradicates hold times almost entirely. Quick services such as balance checks or order status updates can now be achieved with the click of a few buttons.
3. Faster Service and Access Systems
Speech recognition patterns within technology have reached new heights. Being able to speak the commands needed to solve a query combined with instances of directed speech and button inputs allow for quicker answers.
4. Easy to Use Menus
Most organizations have retired the lengthy process of inputs to return to main menus in order to restart processes due incorrect inputs. The menu trees are now carefully thought out structures to minimize possible frustrations faced by the user.
5. Advanced Speech Recognition
Understanding complex speech patterns eliminates the requirement for one word answers. Callers are able to give detailed accounts of the issues they are facing and based on their responses, are offered prompts to move to the next menu or are provided with answers.
When the investment into IVR is well thought out, customers are able to receive the same degree of personalization as they would from well trained human representatives. IVR systems are able to process data regarding the source of a call and incorporate aspects within the interaction that are unique to every customer.
Being able to customize offers and promotions to your customer is an additional benefit of personalization. IVR systems can be equipped to offer responses to add an extra layer of comfort when an issue is addressed. For example, users with persisting Wi-Fi issues could get in touch with their provider and be offered a complementary service extension if their claim is validated.
Without the need for human labour, there is no need for working hours or missed calls during bathroom breaks. There are no breaks in the customer service provision with a literal 24/7 response system for concerns or queries.
8. Minimized Hold Timings
When IVR systems are well planned, there are minimal diversions or movements into actions that don’t lead to a solution. While customers have been conditioned to accept long wait times and offer frustration to the representative handling them, the reduced wait time can create repeat customers with a more fulfilling experience.
9. Professional Service
When the recordings to assist the IVR system are conducted, they normally mimic studio-sound level quality. This allows even smaller scale organizations to adapt a stronger presence and offer the impression of heavy investment in quality of customer service mechanisms.
Newer adoptions of IVR into modern technology have introduced SMS or Short Message Service options. Customer retention through phone calls may not work towards achieving business goals and objectives. Millennials are more responsive to messages via social media, messaging and mobile applications. As a result, businesses are able to handle higher volumes of responses without worrying about whether a toll-free number is overloaded.
IVR is also able to conduct customer satisfaction surveys. With dynamic IVR systems, information flows within the calls to adjust to customer input. This means depending on whether a customer is satisfied with the output or not, they could be asked to offer reasons as to how the service could be improved or why it was successful.
IVR is a revolutionary mechanism in the customer service arsenal. The dynamic nature of the concept allows it to be adapted into multiple industries and grow with the requirements of customers expectations.
Consider a comprehensive analysis of the best way to unclog customer access to required responses for your organization before implementation.
IVR or Interactive Voice Response systems have revolutionized the way companies handle customer service. The automated response systems have received a much needed upgrade to introduce speech recognition, quicker access to desired menu options and around the clock assistance. The dynamic nature of IVR allows it to be adopted to any industry. If an organization is looking to enhance their customer experience while introducing a fluid, self sustaining method of addressing queries and concerns, IVR is a great foundation.
Enhancing Customer Experience with Interactive Voice Response
Interactive Voice Response systems have changed the way customers interact with organizations and on phone queries. Read the Invensis Article to learn how.