Interactive voice response system has come a long way from the complex, legacy ecosystem they once were. Companies no longer need to resign themselves to maintaining stale IVR call flows well past their expiration date, subjecting customers to inefficient and frustrating experiences. Today’s innovative organizations are building IVR systems with flexible, cloud-based APIs and using their IVRs to connect with customers in meaningful new ways.
These businesses are discovering that IVR is much more than just a dial-and-wait service. Across organizations—from marketing to sales to service and support—companies are using this technology to interact with customers 24/7.
As the needs of customers evolve, businesses also need to evolve. Customers increasingly expect exceptional customer experiences from the businesses they interact with, whether it’s a retail store, an online travel site, or a financial institution. Today’s successful companies stand out based on the customer experience they deliver. They’re shifting their communications infrastructure to stay relevant and service the ever-evolving needs of their clients.
When your agents are busy serving customers, spam calls are more than a nuisance; they clog phone lines and waste business time and resources. Your IVR is like a bouncer in a nightclub, tossing out the spam and letting only the quality calls proceed.
Agents can typically handle more than one text interaction concurrently, which means call deflection decreases costly voice communications by reducing the cost per contact. Your Cloud IVR can also deflect to an automated, self-service option, further reducing costs and allowing users to quickly resolve their queries.
IVRs simplify customer support by automating many customer activities such as payment collection, balance inquiries, and simple requests. Customers with more complex needs or high-value issues requiring a human touch can be routed to the best agent, streamlining the process for everyone. For businesses, automation decreases the burden placed on customer service staff and can reduce the total number of staff hours needed to attend to customer needs.
Infusing your Cloud Based IVR with real-time contextual analytics lets you capture and leverage customer information and route it to agents to deliver a personalized “wow” experience. The more an agent knows about who the customer is, what they’re looking for, and what conversations they’ve already had, the easier it is to provide better, faster service.
‘Handling time’ for your agents is a measurement that includes talk time, hold time, and wrap up time. From the vantage point of your customers, ‘experience time’ is the total time your customer spends on the call including ring time, time in your IVR, time on hold, and time talking to an agent. With an efficient IVR, both agents and customers can achieve more in less time.
In addition to being a tool for inbound communications, a Cloud Based IVR can also automate the process of reaching out to prospective clients. Perhaps you want to generate leads for a new loan offering or credit card. An outbound IVR can pre-qualify interest and support lead conversion, connecting qualified leads to a live agent. By enabling sales to pick up where the conversation left off, your agents can focus on what they are good at selling.
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Publish Date: July 9, 2019 7:42 AM