IVR is on the rise, globally and also here in Belgium. And there are some good reasons why your business can thrive thanks to IVR. Read this post to find out more about the benefits of using IVR.
1. You increase customer satisfaction
If you use IVR to connect with your callers, you increase customer satisfaction. Why? It’s simple: your company is available 24/7 for all types of questions, remarks and other conversations. The immediate connectivity provided by IVR generates positive feelings towards your company. Especially when customers need answers for urgent questions.
2. You create customized conversations
If you’re operating internationally – or even nationally in Belgium – you know that you need to consider customers from different language backgrounds. IVR allows you to connect with customers in their own language, which means the messages are well conveyed and better understood. Hereby, you eliminate the communication gap, and you improve the chances of converting customers to real ambassadors.
3. A professional image
If you’re a rather big company, your customers expect a professional handling of their calls. IVR allows you to greet your customers in a positive and consistent way, and to direct their call to the right person in your company. And that is a great way of showing that your company puts its customers first.
4. You deliver better customer experience
An IVR automatically directs your customers’ calls to the agent who is most qualified to address the specific question. That’s a very effective solution. Also for your customers. Because they don’t want to lose time and get frustrated when they have to repeat their questions over and over again.
5. You make your call centre more effective
If you use IVR, you can tackle basic questions automatically, while more challenging queries are redirected to the right call agent immediately. That makes your call centre a lot more effective, so you save a lot of money. Another positive side-effect of IVR is that your call agents invest their time to become experts in specific domains.