IVR: All of Your Questions Have Been Answered
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IVR: All of Your Questions Have Been Answered

Customer success is based on a positive customer experience, which also drives customer loyalty. Soon, a customer’s experience with a brand will exceed price and product as the primary distinction for a firm. Smart firms are taking notice that having a good product at a decent price is no longer enough. If a company wants to be competitive, it must now give an amazing client experience.

Following the Fourth Industrial Revolution, technological advancements like as Artificial Intelligence, the Internet of Things, and cloud computing are utilising the convenience of customer experience by offering improved consumer insights into their expectations and perceptions. Multiple technologies and solutions have enabled this customer-centric approach, with the IVR being one of the most important.

In this section, we’ll answer the most common questions concerning IVR systems that people who want to adopt IVRS for their organisations have.

  • What is Interactive Voice Response (IVR)?
  • What do we need to get the IVR system up and running?
  • What is the mechanism behind it?
  • Is it really necessary to have one?
  • What industries require the use of an IVR solution?
  • How long does it take to put it in place?

What is Interactive Voice Response (IVR)?

Interactive Voice Response, or IVR, is an automated telephone system that connects with consumers, gathers data, and routes calls to the right receivers. An IVR system receives voice telephone input as well as touch-tone keypad selection and responds appropriately through voice, fax, callback, email, or SMS.

All of the recordings you hear when contacting a bank or restaurant’s customer service number, for example, are part of a well-implemented IVR solution. The system then prompts you to dial 1 or 2 for sales, support, or even a language selection.

What do we need to get the IVR system up and running?

Although it may appear to be technical jargon, the IVR system is the most user-friendly technology ever designed for providing a better customer experience. There is no requirement for a physical setup in order to install the system.

You may use IVR services to record your preferred script as a cloud or server recording, so that when a client phones, the call first reaches the IVR Recording in the cloud, and then is sent to a number suitable to you using the call forwarding option. This number might be a cell phone number or a landline.

What is the mechanism behind it?

An IVR is a technology that allows a human to communicate with an electronic system via a keypad utilising speech and DTMF inputs. The beauty of IVR technology is how simple it is to use. It operates the same no matter where you are, even if you’re working from multiple geographical regions, giving comprehensive operational standards.

The answer to how does an IVR system operate is found in the question of what you want to achieve with it. It can be a greeting auto-attendant or an auto-receptionist that replies with a pre-recorded message and transfers the call to the appropriate department depending on the caller’s DTMF inputs.

Is it really necessary to have one?

The simplest, most obvious, and most fundamental response to this issue is – individualised experience! Personalization may take several forms, the most basic of which is the inclusion of your company’s name in the greeting message itself. You may use it to learn more about the callers and their preferences.

In addition, the IVR system automates the whole process of greeting and greeting an agent, and in certain cases, even solving the inquiry, decreasing the need for human participation. Because technology is involved, it also sends the call to the correct and relevant agent without ambiguity. Unlike traditional telephone systems, which only allow you to handle one call at a time, IVR systems allow you to manage many calls by placing them in a queue or routing them to the appropriate agent. This is a fantastic feature and the most compelling argument to move to cloud telephony.

IVR campaigns have aided firms in guaranteeing company continuity and keeping consumers informed about their operations, even in these exceptional times of corona virus epidemic.

What industries require the use of an IVR solution?

IVR deployment is appropriate for any industry that values a positive customer experience. It isn’t limited to just a few industries. Every industry, large or little, old or new, may profit from IVR technology.

This is an excellent alternative for small firms who wish to project a professional and polished image. Even if it is a start-up with a small team, customers will receive the impression that they are dialling into large company with several agents and divisions.

How long does it take to put it in place?

The time it takes to set up an IVRS is entirely dependent on the service provider or vendor to which you’ve subscribed. It usually takes a few hours and then you’re set to go. Setting up a cloud telephony service, such as an IVR, is the most straightforward and straightforward procedure. To get started, all you need is a fantastic customised script and a handful of your agents’ forwarding numbers. With everything in place, you’ll be able to improve your client experience without having to spend a lot of money on physical gear or human resources.

The SMS World provides a solid Bulk SMS service that you may personalise based on scale and demographics.