The market landscape in 2021 is fiercely competitive and requires businesses to possess a number of tools, software, and strategies to maintain an innovative edge. This is especially true for small businesses that market to a niche of demanding customers.
Modern consumers are highly discerning and require prompt attention to queries. Customer service that exceeds expectations is key for small businesses to retain this customer base. One such tool to accomplish that objective is Interactive Voice Response (IVR) Service. IVR solutions can deliver a powerful impact on small businesses.
What are IVR services?
IVR services refer to a system of call-center communication software that is used by businesses to expedite and streamline their customer service process. IVR lets users interact with a menu of various automated prompts. These interactions may be done over voice calls, telephone keypads, or even through spoken responses. The set of prompts chosen by the users then allows the IVR to direct the customer to the most pertinent representative or agent for query addressals.
Rising demand for IVR solutions for small businesses
Small businesses are increasingly looking to deploy unique IVR services to enhance customer service.
One of the main reasons for the rise in demand for IVR is that it allows businesses to optimize the usage of financial resources and personnel. It does this by automating the query addressal processes, thereby removing the need for having live agents deployed at every stage of customer service.
On average, most modern consumers want their calls to be answered within 20-30 seconds. They also want the calls to provide a suitable resolution within 4 minutes on average.
This is where automated services help, as they reduce the average response time of calls and connect the customer with the relevant expert to take the query forward.
Features provided by IVR solutions
As technology advances, so does the complexity of IVR solutions. Today, IVR providers in India even offer AI-enabled technology to enhance customer experience.
Some other notable features of IVR solutions include:-
1. 24×7 support
A unique aspect of IVR solution for small businesses is its ability to provide uninterrupted customer support and query resolution at any time.
2. Call recording
Training and quality elevate benchmarks of any customer service process. IVR helps as it supports call-recording features. This lets representatives listen to prior calls, learn how to improve and enhance quality standards.
3. Multi-lingual support
IVR providers in India can offer customized prompts in regional languages to increase ease of communication.
4. Call routing
To optimize resource allocation, the call routing feature of IVR services lets representatives who are free address customer queries. This reduces the average wait time for the customers.
How IVR solutions benefit businesses
Depending on the kind of businesses that employ them, IVR services can provide a myriad of tangible and intangible benefits. They help businesses in the following ways:-
1. Manage the vast volume of calls
Small businesses can streamline the number of calls they receive by seamlessly connecting to multiple customers all at once through the use of advanced multi-level-based IVR solutions.
2. Lead generation
A well-established rapid iteration process allows businesses to keep up with their customer’s requirements and secure potential leads.
3. Positive user experience
IVR solutions can be customized by businesses to suit their clientele, this can be done through the addition of personalized welcome greetings or predicting their current query based on the data of past interaction history.
4. Seamless CRM Integration
IVR services can be easily set up and activated using smart plug-n-play solutions to integrate with the businesses’ CRM software.
5. Elevate brand image
Personalized and effective customer service processes allow small businesses to establish a professional brand image. Businesses can also utilize IVR to keep the volume of calls and customer service quality consistent.
Summary
Effective usage of IVR solutions can be a game-changer in the way small businesses interact with their clients.
The user-friendly and smart multi-level IVR solution package offered by Knowlarity is engineered especially to help elevate customer service for businesses.
Get in touch with the experts at Knowlarity to understand how you can get started with enhancing your customer service process today.
