3. Fewer transfers and shorter waiting times
Posted: Wed Dec 04, 2024 5:53 am
With a traditional hotline, callers may need to be redirected multiple times between departments. But IVR means going through the time-consuming and frustrating process of being manually transferred from one department to another by agents before speaking to someone who can help.
It will automatically sort customers based on their preferences, allowing the right agent to handle the call from the start. A customer avoids being put on hold multiple times on the same call, and your business avoids huge costs associated with unnecessarily long call handling times.
4. Increased reliability
Better business phone service with an automated attendant instantly boosts your brand credibility. IVRs take this a step further. They improve brand image because they give each caller a consistent, welcoming and on-brand greeting before reaching a representative.
It looks organized and professional, which increases credibility in the eyes of customers. It also sends the message that your business is equipped to handle a wide variety (and high volume) of customer calls.
5. Self-service options
An IVR system allows you to serve your customers canada b2b leads even when agents are not available. Callers can access key information outside of regular business hours or through your phone number and IVR menu when agents are dealing with high call volumes.
Even if your team is present, IVRs allow callers to resolve issues themselves. Up to 83% of customers prefer self-service options over talking to a representative, especially when checking into a flight, tracking a shipment, checking account balances, and more. for simple tasks like
6. Better customization
If you think setting up an IVR means throwing all customization out the window in the name of efficiency, think again. Advanced cloud phone systems with IVR incorporate biometric capabilities that recognize customer numbers and respond accordingly.
Everything from scheduling an appointment to accepting a caller's birthday can be done without the help of a live agent.
7. Better information and continuous improvement
Gathering information about your customer base is critical to the success of your business. The IVR system is built to collect, process and store high-level data. The information your IVR collects about caller inquiries is not only valuable to your overall business strategies, but can also be used to continuously improve your IVR setup.
It will automatically sort customers based on their preferences, allowing the right agent to handle the call from the start. A customer avoids being put on hold multiple times on the same call, and your business avoids huge costs associated with unnecessarily long call handling times.
4. Increased reliability
Better business phone service with an automated attendant instantly boosts your brand credibility. IVRs take this a step further. They improve brand image because they give each caller a consistent, welcoming and on-brand greeting before reaching a representative.
It looks organized and professional, which increases credibility in the eyes of customers. It also sends the message that your business is equipped to handle a wide variety (and high volume) of customer calls.
5. Self-service options
An IVR system allows you to serve your customers canada b2b leads even when agents are not available. Callers can access key information outside of regular business hours or through your phone number and IVR menu when agents are dealing with high call volumes.
Even if your team is present, IVRs allow callers to resolve issues themselves. Up to 83% of customers prefer self-service options over talking to a representative, especially when checking into a flight, tracking a shipment, checking account balances, and more. for simple tasks like
6. Better customization
If you think setting up an IVR means throwing all customization out the window in the name of efficiency, think again. Advanced cloud phone systems with IVR incorporate biometric capabilities that recognize customer numbers and respond accordingly.
Everything from scheduling an appointment to accepting a caller's birthday can be done without the help of a live agent.
7. Better information and continuous improvement
Gathering information about your customer base is critical to the success of your business. The IVR system is built to collect, process and store high-level data. The information your IVR collects about caller inquiries is not only valuable to your overall business strategies, but can also be used to continuously improve your IVR setup.