How IVR Can Improve Your Customer Experience

How IVR Can Improve Your Customer Experience

Customers who are able to receive prompt and accurate information via an IVR or a similar self-service option whenever they have a question or an issue will continue to confidently purchase your products – while also maximizing agent productivity through your phone system software or contact center.

Creating an exceptional customer experience also builds trust, while fostering long-term loyalty. Customer experience software enables businesses to handle and implement such strategies to achieve maximum customer satisfaction. For these important reasons, the viability and success of your business rely on the effectiveness of your customer experience management tools 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.

What is IVR (Interactive Voice Response)?

An IVR is an automated suite of customer service tools that you can use to create a unique customer experience without a live phone agent handling every call or inquiry. IVR is an important CX tool for offering optimal customer services to increase business efficiency and reduce operational costs at the same time. 

How IVR can help improve customer experience

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 set up information within the system that will help handle customers effectively - without speaking to a live, human agent. This automation helps you ensure that your customers are receiving consistent answers and service.

IVR saves time and elevates 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 the IVR to be a part of your company’s sales force automation strategy, or program the system to give relevant, quality information to customers who call in with routine questions. 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 CX strategy 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

While hosted business intelligence tools can be connected to your IVR to measure the effectiveness of your call system, many leading IVR modules come complete with an in-built analytics program to give you deeper insight into your customers based on the information they provide during interaction. 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 customer experience. Such features include:

  • Auto attendants
  • Voice recognition
  • Voice menu
  • Data capture
  • Automatic email triggers

Contact center software also offers all of the above features and more. As a result, well-performing contact centers contribute to customer experience strategies in a variety of beneficial ways. 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 serve the needs of your valuable customers.

IVR gives customers self-service options and offers 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. Depending on your brand’s ideal buyer story and persona, 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 make email marketing relevant, as helpful information can be delivered via email during customer calls - 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, improve your CRM pipeline and increase the overall productivity 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 a CX platform become engaged with your company quickly and will form a very positive view of your business by having accurate information delivered quickly and easily. In turn, this also helps to foster long-term customer loyalty towards your business. 

Automation through IVR 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 increase your customer experience rating. 

IVRs can also contribute towards customer experience and/or CRM management tactics, since common inquiries will be addressed via automation – while more complex issues reach live agents for resolution. Knowing what to look for when buying customer experience software is a key step towards also researching for IVR systems, so you can purchase an all-round solution that is precisely attuned to your business’s unique requirements.