An IVR, or Interactive Voice Response, is commonplace for consumers today. Most individuals experience the benefits of IVR daily in their interactions with their various service providers. IVR is used in industries like: insurance, auto sales, trucking services, phone service, and the like.
The benefits of IVR are such that a company can take its existing business and expand it to other states in their homeland or even abroad. In today’s economy, businesses are going global. In order to stay competitive and make a profit, companies must expand and the benefits of IVR can make that possible.
The benefits of IVR are not only present for businesses, but for the consumers as well.
Some of the consumer benefits of IVR include:
- Easy access to the specific department of the branch or business
- Ability to check balances
- Functions to interact with the system
- Ability to order several items in one call without speaking to a representative
- Functionality to be transferred to different department within the organization
- Ability to speak someone’s name and be transferred to that someone.
The benefits of IVR for businesses are many too. Businesses that choose to opt out of launching an IVR will have a tough time in today’s economy. Professionals say that consumers are now more comfortable with using an IVR system than with speaking to a live representative. However, sometimes a caller must speak to a representative for detailed questions that the IVR system cannot handle. In these cases, the IVR systems are set up to transfer the caller to a live person if the menu options do not correspond with the nature of the customers call. The benefits of IVR in this regard will cut down on your callers’ frustrations by getting them where they need to be. Businesses using this technology can expect to:
- Save money on lost customers
- Attain a larger customer base
- See larger profits
- Save time by getting the caller to the correct department quicker
- Organize workgroups
- See statistics on call center operations
- Gauge staffing needs
- Set up voicemails for workgroups and individuals
The benefits of IVR are endless. A company cannot expect to remain competitive in their given marketplace if they do not possess the tools their customers need. The benefits of IVR are such that a company will always be there for their customers. IVR systems make it possible to serve clients 24-7; if a company does not have this ability, a customer might choose to take their business elsewhere.
A company also has to remember about time zones. If, for instance, the company provides a service that people abroad are interested in, not having an IVR can cause difficulties for the consumer trying to reach the company. Therefore, the benefits of IVR will be seen immediately with an expanded customer base. If you are a normal 9-5 operation, you cannot get customers who are normally sleeping during business hours in your time zone.
In this day and age, a company cannot afford to loose steady customers. Whether a company provides goods or services, and the service level of those goods or services goes down, customers will start looking for someone else to provide a better level of service. Therefore, the benefits of IVR are essential, not only in growing your business, but maintaining it as well.
Source by David Nalin