How IVR Can Improve Your Customer Experience

The quality of the service your customers experience will ultimately help determine how satisfied they are with your products, brand, and company. Customers who are able to receive prompt and accurate information whenever they have a question or an issue will continue to confidently purchase your products or utilize your services above the competition. An exceptional customer experience also builds trust and fosters loyalty.

For these important reasons, the viability and success of your business relies on the effectiveness of your customer service and the satisfaction of your customers. Finding an Interactive Voice Response (IVR) system provider and implementing a system can help you increase your customer satisfaction levels while streamlining your service systems and protocols.

An IVR is an automated suite of customer service tools that you can use to create excellent customer service experiences without a live phone agent handling every call or inquiry. Here are eleven ways that an IVR can help improve your customer service and help you drive your business growth forward.

IVRs provide a consistent customer experience.

Based on your business needs and frequent customer interactions, you can use different elements within your IVR module to create custom workflows. In addition, you can setup information within the system that will help many customers effectively without speaking to a live, human agent. This automation helps you ensure that your customers are receiving consistent answers and service.

IVRs save time and elevate live agent effectiveness.

IVR systems can help maximize the productivity and effectiveness of your customer service team by saving valuable time each day. You can customize your IVR to provide answers to frequently asked questions and also program the system to give relevant, quality information and service to customers who call in with routine questions or actions. This helps your live agents perform optimally and help people with more complicated issues.

IVR systems help reduce errors and increase reliable services.

Using an IVR as a component of your customer service system will help increase reliability and minimize human error. IVRs are automated, so they will be live and ready to help customers no matter what time of day or night they call in for help. Additionally, you can also program key customers or clients into the system so that when they call, the system will recognize them and immediately route their call to a live manager to give them customized service.

IVR systems are equipped with an analytics program.

IVR modules come complete with an analytics program that can help you measure the effectiveness of your call system and give you deeper insight into your customers based on the information they provide during their interaction with the system. By evaluating this important data, you can serve your customers even better through your company’s products and services.

IVRs offer an array of customizable features.

An IVR system comes with a collection of features designed to help you amplify your customer service experiences. Such features include:

  • auto attendants
  • voice recognition
  • voice menu
  • data capture
  • automatic email triggers

There are many reputable companies offering IVRs for businesses of any size.

When it comes to choosing an IVR, you have a variety of IVR providers you can research in order to find the best solution for your business and your customers. You can also compare top contact center providers who offer full suites of software designed to best service the needs of your valuable customers.

IVRs give customers self-service options and offer personalized experiences.

IVRs can be customized to provide your customers with self-service menus that help them find information and answers to their questions. You can also use these menus to help your customers learn more about your company and brand. IVRs can also offer different levels of personalization based on the information customers provide.

IVR systems help customers get resolutions quickly.

Quick resolution is perhaps one of the most valuable aspects of an IVR system. An IVR can help deliver helpful information via email during customers calls that can often answer their questions or resolve their issues without having to engage a live agent.

Implementing an IVR system can help your company save money and maximize profits.

Using an IVR system can help you tighten your customer service budget and increase the productivity and effectiveness of your live agents. Such savings can help you maximize your profits while also delighting your customers at the same time.

IVRs increase customer engagement and satisfaction.

While interacting with an IVR system, your customers have the opportunity to make choices and selections about what information they are seeking. Customers who use an IVR become engaged with your company quickly and will form a very positive view of your business by having accurate information delivered quickly and easily.

Automation helps support innovation and growth in your company.

Automating portions of your customer service with a comprehensive solution such as an IVR helps you deliver a consistent and positive customer experience. The time you save and the human resources that you open up can help you focus more on innovations and ideas that will help you drive your business forward and delight your customers on even more levels.

IVRs help you create a consistent, reliable experience for your customers and also free up more time and human resources to help your company grow more quickly. IVRs are just one of the many elements that make up a great customer service program. You can learn more about how to make your customer service systems more robust and up to date by downloading our free guide, Mastering the Modern Customer Service Model.