IVR – or Interactive Voice Response – is an automated telephone system that interacts with your customers and enables you to gather information and to route the call to the appropriate recipient. But what are the main advantages of IVR? In this blog post, you discover 7 reasons why IVR could be useful for your business.
1. Easy to setup
Using RingRing’s IVR technology, all you need is an internet connection and a browser. With endless possibilities to use pre-recorded messages, the setup is effective and quick.
2. Better customer experience
You can imagine your customers are frustrated, when they experience an endless serie of hurdles to get help or to get information. IVR allows you to greet your customers in a standardized way, to answer their basic questions automatically and to direct them to an agent who is most qualified to address their issues.
3. Automate customer support
IVR gives your customer options to help themselves. They can get answers and solve their problems, without having to speak with an agent.
4. Reduce (transfer) errors
As IVR transfers your customer to the most appropriate call agent or department, transfer failure decreases significantly. Moreover, as IVR collects information about your customer’s question, your call agent can address the issue more effectively.
5. Unify customer experience
Every contact has an impact on customer experience. You have your strategy and your plan to manage the experience of your customers. But your operations should be in line with the established ‘voice of the company’. That’s where IVR comes in. It allows you to standardize the first contact, with a professional greeting, effective problem solving and a redirection to the right call agent.
6. Reduce costs
RingRing’s IVR solution isn’t only suitable for big companies. It’s also affordable for mid-sized companies. With cloud-based technology, setup costs are low and maintenance costs are non-existent. There’s no expensive hardware or software to install. And you only pay what you use. Moreover, introducing IVR has an effect on your customer support department. As IVR tackles common questions and makes redirecting a lot more effective, your call agents can focus on solving challenging issues.
7. Increase revenue
As we said before, IVR increases customer experience and effectiveness. That means: more happy customers. And what do happy customers do? You’re right: they become loyal and high-value customers.
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