In today’s day and age, you simply can’t put a price on good service. Modern-day consumers expect fast and competent customer service agents who will answer their questions and resolve their issues promptly so they can get back to their busy lives. A fantastic customer support team makes all the difference to the customer, regardless of cost comparisons or location.
Unfortunately, establishing and maintaining an outstanding customer support team is not only a strain on company time but company dollars as well. This is where an IVR system comes in
IVR stands for interactive voice response. This new-age tech is revolutionizing the world of customer service and serves as an invaluable addition to any company. Below we’ve listed just some of the best ways that an interactive voice response can easily streamline your customer journey and provide a worthy return on investment.
1. An IVR System Improves Your Customer Service
With an endless combination of customizable features and life-like audio, interactive voice response is almost guaranteed to substantially improve your company’s customer service. You can program your IVR system to warmly greet callers, provide them with an array of service options, answer questions, and transfer customers to the appropriate department. With a smart setup and an intuitive funnel, you can provide your customers with fast and convenient service.
In addition to convenience, your customers will also experience service that is more reliable and consistent than before. Say goodbye to misunderstandings and human errors. With an IVR system, you can ensure your customers are getting concise and accurate information every single time they call. The more you work to improve your interactive voice response system, the better your customer service will become, and the better your customer service, the more you’ll be able to charge for what you’re selling. A recent study involving more than 3,000 consumers found that 81% of consumers wouldn’t mind paying more for a better customer service experience.
2. IVR Saves You Time and Money
A dependable and intuitive IVR system will save your company an enormous amount of time and money. Just think of how many countless hours are spent by your customer service agents answering commonly-asked questions and providing general information. Imagine if you had just one interactive voice response system providing all of those callers with the information they need, all at one time. There’s no telling how much time and money your company could save in the customer service department — all without sacrificing quality.
Additionally, if your IVR system is taking care of all the basic inquiries, your live agents will be free to resolve more complicated issues, which will, in turn, leave your customers feeling more satisfied with their experience.
3. IVR Provides Actionable Analytics
Detailed and actionable analytics is crucial to improving your customer’s journey. You are free to make your IVR system as specific as you’d like and reap the rewards with highly specific call analytics. With this kind of data, you’ll be able to get to know your customer base on a much greater level. Find out what your customers are searching for, discover common points of dissatisfaction, and so much more with IVR analytics. Once you’ve compiled and analyzed your data, you can use your findings to improve your customer’s journey even more, resulting in a near flawless automation system.
As you can see, interactive voice response is a powerful investment for any size or kind of company. Not only will an IVR system improve your customer service, but it will also open the doors to greater opportunities in the future, such as outshining your competitors and being able to charge more for what you offer. Find a reliable IVR provider, create your system, and start streamlining your customer’s journey today.