Customers make or break a venture, the customer is key, and so many more quotes and remarks mention the importance of a satisfied customer. Every organisation needs and is aware of the fact that customer care is an existential part of their business. It is also a resource-heavy and expensive task to run and maintain call centres for customer care. This is why most MNCs outsource this work to developing, English speaking countries like India and Malaysia. There is also a more cost-effective and efficient way to screen calls and connect them to customer care executives called an IVR.
What is an IVR?
Interactive voice response is a pre-recorded automated answering machine that can understand voice or key inputs to solve or identify your problem. In a nutshell, an IVR is a smart switching station for calls from your customers and directs them to the best-suited team or individual to help them with their query. It can seamlessly handle multiple calls, identify the person and their problem, segment the calls and route it to the right person.
Why do you need an IVR?
At first glance, it seems that a human element would be better than talking to a pre-recorded voice, but on the contrary, many millennials prefer to text or speak with a robot than have a conversation with a person. This is an ever-increasing demographic, and customer service will have to adapt to this change in culture. This is just one of the many more scenarios where an IVR services might be beneficial to your business.
Increased volume: Your business will be able to handle many more customers at the same time all the while getting the right person to help a particular customer increase efficiency of the service and reduce time spent per customer.
Reduce workforce: With a bulk of customer queries answered by automated replies and reduced time per customer IVRs enable companies to reduce outsourcing of customer care and handle operations in house, increasing customer care quality many folds.
No More, Please hold, let me transfer….. : IVRs have the ability to select a particular person from a specific department. Thus you can be resting assured that the right call will reach the right person at the right time.
Brand Image: IVRs have a level of quality attached to its use. It inherently makes the brand feel more involved in customer care and value customer feedback. A well created IVR message tree can bring considerable differences in customer gratification.
Conclusion:
IVR System is the future of on-call customer service. It can be adopted today and help your business streamline it’s customer service, handle more inquiries, get expert help to people in need, move operations in-house to deliver the epitome of customer satisfaction and accentuate a brand image that values and listens to its customers.
mTalkz is the leading bulk sms service and IVR services provider in India. Contact now.