Interactive Voice Response (IVR) is an automated system that answers incoming calls and gives customers instructions who then respond to said instructions via keypad or voice recognition to speak with an agent or troubleshoot issues. IVR has been a staple of contact centers
for many years and while there are many competitors in the market, it’s still going strong.
Boosting consumer loyalty is the main goal for any business offering customer service. Numerous organizations utilize Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via pre-recorded voice prompts and dual-tone multi-frequency (DTMF) tones of the phone keypad.
Here’s why the IVR system is essential to your business.
- IVR services provide an automated interface for attending customers, which leads to customer satisfaction.
- IVRs helps route call to the right department & agent with just a few press of buttons.
- IVR gives a platform to engage with customers in real-time.
- IVR systems are self-help tools that help the customers find a solution on their own without speaking with a live agent unless extremely necessary.
- IVRs increase efficiency and reduce operational costs, so the ROI is huge.
IVR technology is mainly used by companies that need to address a lot of customer queries on a daily basis, and often all at the same time. Below are some of the industries that use IVR extensively:
- Telecom companies
- Banks
- Airline companies
- Insurance companies
- Hotel industries
- Travel Booking services
If done correctly IVR has the potential to improve customer experience as well as brand value.
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