Today’s call center interactions are becoming more intuitive, more cost-effective, and more convenient than ever, thanks to IVR (Interactive Voice Response) technology. IVR is a technology used in call centers allowing customers to interact with an automated system and select from menu prompts in order to be routed to the most appropriate resources.
So why might business owners want to jump on the IVR wagon? To benefit from the perks listed above, as well as smoother client-agent interactions, accuracy and efficiency in every communication, and happy, loyal customers, to name a few reasons.
Seamless, Multi-channel Interaction
Gone are the days, at least they ought to be, of waiting on hold, subjected to atrocious music, for 20, 30, 60 minutes or more! The latest IVR systems have complete multi-channel capabilities, providing a seamless experience for customers across text, mobile web, email or chat.
Instead of waiting on the phone for inordinate amounts of time, customers are now able to communicate their needs via any channel, or are offered a call-back, and can count on having quick interactions in natural, conversational language. Even fully automated interactions will look and feel like a conversation with a person using Natural Language Understanding technology.
More Effective Agents
IVR technologies are enabling call center agents to give quick, pertinent information and resolutions to customers as well. When customers are contacting an agent by phone, IVR systems give a real-time, contextual preview of customer data and interactions to the agent, allowing agents to be informed and prepared to resolve customer concerns. Customers will not need to repeat their issues to every new representative they speak with, or dictate the contents of text, email, or chat interactions they have previously had.
Simply stated, customers whose concerns are resolved quicker, with less talk and more action from agents who utilize data from previous interactions, will get personalized service in a timely manner. This makes for happier customers, the kind of customers whose interactions with a company encourage loyalty.
Better than Before
Automated response systems have, in days of yore, received a bad rap. Early automated systems were frustrating for customers who often had to repeat themselves to an automated responder with sketchy voice recognition capabilities, as well as get through a long automated menu before finally speaking to a person, who would then need to ask the customer for every bit of pertinent information in order to help them. The latest IVR systems have improved upon earlier technologies, and are now intuitive, effective tools of communication and resolution, streamlining the customer service for all involved.