How IVR Services and Customer Satisfaction go Hand in Hand?
What is Interactive Voice Response(IVR)
Interactive Voice Response or (IVR) refers to a technology that helps computers to interact with humans to better assist them with their queries or complaints. IVR systems act as a link between the consumer and the desired professional with whom the person wishes to interact. IVR helps in filtering and routing of callers to the most suitable agents within a business. Today, almost all businesses which get a lot of customer queries, need to implement IVR to provide great customer experience and stay ahead of the competition.
Every business must get in touch with the best IVR Service provider to get access to a robust and highly customized solution. The service providers have a qualified team and rich experience of crafting IVR solutions for various businesses pertaining to different industries. The solutions are cost-effective and can create a huge positive impact for a business of any size.
Industries in which IVR Services is the Most Popular
- Banking
In modern days, major and minor banking institutions are dependent on IVR systems. Telephone banking enables customers to check information related to their account balances and transaction histories. IVR systems also empower customers to make payments and transfers. Most International banks need to provide customer assistance on a 24/7 basis and with IVR this has become immensely possible. Customers from around the globe can contact the bank on their toll-free number and be guided by a recorded service to receive information related to their bank account.
- Healthcare
Hospitals and Medical Labs precisely use IVR systems to enable callers to receive access to test results at any time of the day. This type of information can be easily handled by a real person, however, the IVR system is used to protect customer privacy and avoid the potential embarrassment of test results which can be sensitive in nature to some users. In most circumstances, callers are given a unique pass code to access their results over calls which they need to provide during the call.
- Surveying
IVR Services are frequently used by businesses for public surveying or public voting. A business can gain meaningful insights into what the customer really wants and which products are the most desired and which are not. Popular reality TV shows like Big brother also uses IVR services to enable the general public to vote for their favorite candidate over calls. Many surveying companies also make the most of IVR services by seeking answers to sensitive questions, which people might not feel comfortable disclosing otherwise.
Top 2 Reasons Why Your Business needs IVR Services to Retain Customers
- Give your Business a Professional Voice
By recording a customized welcome greeting in a professional voice, a business can create a great first impression. A professional voice helps in branding of a business and improves brand recognition significantly among its users. The prompts used in your company's IVR will ensure that callers have a great and personalized experience. This will help create a positive brand identity and help a business to win the trust of customers.
- Highly Customizable Solutions
Every operating business is unique in terms of its product or services, its work culture, ethics, objectives, etc. Each business hence, demands an IVR system which is highly customized to fulfill its requirements. A banking company will usually have a more complex and in-depth IVR system as compared to a self practicing physician who wishes to use the IVR system for managing appointments. Customization helps a company retain its brand value and alter solutions as and when it looks to expand or grow.