How IVR Systems Can Help Improve Your Business
April 11, 2012
By Amanda Ciccatelli
, TMCnet Web Editor
Interactive voice response (IVR) technology is increasingly being applied by businesses to improve their customer relations. IVR Solutions have entailed pre-recorded voice prompts in the past, but modern IVR allow inputs to be gathered through spoken words. There are many benefits of using IVR systems, especially in customer relations.
An Advantone blog highlights the ways IVRs benefit businesses such as reducing incidents of missed calls, personalizing greetings to known callers, responding to customer needs more efficiently, and carrying out IVR Solutions business surveys.
A customer’s perception of a business is influenced by how their calls are handled. If a customer’s call goes unanswered, it can immediately taint their image of a business. In order to ensure that all the client calls are answered, IVR Solutions offer technological software advancement, which help in offering professional interaction with the caller.
IVR Solutions provide personalized greetings that are made to known callers making a customer feel valued. Calling a customer by name is one of the most influential aspects in customer relations because it creates a customer’s confidence and it improves the customer-business relationship.
The use of the telephony CRM provided by IVR Solutions helps businesses meet their customer’s needs. Customer needs are presented through calls, which many times do not require a human to handle them, such as checking account balances, enquiring about business locations, checking available products, price enquiries, etc.
With applications of IVR Solutions, a value-added customer service is provided to the clients. Information can be available to the customers without involving a human telephony operator. There are aspects which need to be solved by a customer relations officer including problem solving issues and the IVR software application features have the ability to identify the needs for the clients.
The telephony CRM helps carry out business surveys, in turn, helping to provide important information to the business. The IVR surveys also allow customers to express their experience using products and the surveys help businesses provide customers with the right products and services.
With customer-centric approach, Interact, Inc., provides IVR systems and voice application solutions that enable users to build applications using its VXML based service creation environment. The customized solutions allow users to get the full benefit of an IVR system to perform optimal customer profiling and management.
Today, customer opinions form faster than social networks can collect them, so it is important to have a detailed customer service approach, and IVR systems can do just that for businesses. IVR systems are vital for customer-oriented business approaches, and can also reduce costs while maintaining optimal customer-facing interactions.
Edited by Juliana Kenny