An IVR (or Interactive Voice Response System) is a program that is integrated with an automated Business Phone System. It then allows callers access to pre-programmed information through voice response reacting to dialed key tones. How does this help your business? As you probably known, the more you can drive customers to your communication channels, the better your company will be. The phone is still one of the best ways to communicate with your customers. However, what do you do when call volume supersedes your ability to handle it in a timely fashion? This is where an IVR comes in.
How Does it Work?
An Interactive Voice Response system is an automated software solution. It simulates voice interactions through call routing technology. An IVR is the pillar of a flexible phone system because it provides employees with a less cluttered workload by handling basic calls on its’ own. It then sends the more complicated ones to a human. This is an efficient way to maximize your employees’ time. Here are some of the other benefits:
Reduces Cost of Call Services
If your IVR is structed well, it can run without human interference. Having a self-service option for your customers helps prevent high call volume and can therefore limit the number of surplus staff you require.
Customers always want quick service. Not only does an IVR offer self-service for simple queries, but it can collect information that makes their time on the phone with an employee shorter.
An IVR is always online. This means that you can offer customer support 24/7. This is great for companies that offer nationwide service.
Optimize Call Experience
Modern Business Phone Systems can be customized to fit all types of businesses. Adding an IVR helps take advantage of this with unique features like clear prompts, welcome statements, and more.