Interactive voice response systems or IVR systems are on the rise, and many businesses use IVR solutions to provide better customer service. IVR systems help businesses by limiting the need of staff and saving the resources that would otherwise be spent on unnecessary expenditure and now can be put to more productive use. However, before investing in an IVR system, you should be aware of its benefits and how it can benefit your business. Below are some benefits of using an IVR system:
Benefits of IVR System
Improving Customer Experience
The IVR system helps conduct initial interaction with consumers and connect them to the appropriate department/agent. This reduction in mediators helps save customers from repeating certain information and makes the whole process simpler. The IVR system also helps better diagnose the customer's query with a limited selection of broad problems that cover everything and help save some explanation.
Measuring Customer Satisfaction
IVR systems help by measuring customer satisfaction for future references and feedback purposes. After every interaction, the IVR system can ask the customers about their experience and help gather feedback more efficiently.
Better Resource Management
IVR solutions allow businesses to improve their resource management standards. Whether it is human resources, i.e. staff or other valuable resources like time and infrastructure, IVR solutions can help businesses put those resources to more productive use by eliminating unnecessary costs/elements.
Types of IVR systems
There are two types of IVR systems, i.e. Inbound and outbound and most IVR solution providers offer either or both types. Although both these systems are available, there is a difference between them, and some businesses might only require one. This means that knowing the difference between both and knowing your requirements can help you save some money. So let's discuss the difference and help you know which one you might need for your business.
Inbound IVR:
IVR inbound service allows businesses to receive incoming calls through their IVR systems. The IVR systems then can interact with the caller, identify the needs and then connect the caller to the appropriate agent. IVR inbound service is helpful for businesses that receive a high volume of incoming calls. IVR solutions in such cases can help in managing the calls and let the staff work on more complex tasks. An example of a business that might require IVR inbound services is a call centre.
Outbound IVR:
IVR outbound services are used to make outbound calls via IVR systems. It is the type of IVR suitable for businesses that make a lot of outbound calls. It's optimal for handling calls regarding reminders, confirmations, etc.; the IVR outbound system can call the customers regarding their due calls/appointments, bills, payment confirmations etc. It helps businesses by saving them time and staff members. A Bank is an example of a business that might require IVR outbound services.
Conclusion
Deciding what's more appropriate for your business can be tricky and require some time to figure out. For most businesses, IVR inbound is the apt IVR solution to have. However, knowing what your business requires is another challenge. The business requirements can be figured out by keeping in mind certain factors like call volumes, call purpose, call requirements, etc. Then, depending on these factors, the businesses requirement can be determined.
After learning all this about IVR systems, you might think, “Where am I supposed to get the IVR solutions provider?”. Many IVR solution providers are available in the market, offering different features at different prices. Among all this competition, one of the best IVR solution providers is mTalkz. mTalkz provides a wide range of communication solutions, including IVR solutions and many others at competitive prices. mTalkz IVR system offers features like Centralized business number, IVR greeting, Call routing, Call reports and more.
