What is IVR? Know How phone tree IVR system works for you business

Interactive voice response service is the automated way of calling that will allow customers to interact with the business in a grateful way. And also the process of using the advanced IVR system is straightforward and manageable.

In doing this, when any customer dials your business number to get any information or guidance, primarily they will get a conversation with the virtual receptionist which will assist or guide them before connecting with the live operator.

Now I think you get confused that:

“with an IVR software how you’ll get a receptionist?”

“Is there any extra charges for that virtual receptionist?”

So, Let me explain the concept of the virtual receptionist in detail. The virtual receptionist is not a human; this is the only voice which you record to welcome your customers and to give them the flexibility to connect with the concerned department directly without any delay. For that purpose, IVR gives you a platform to record your prompt which will welcome your callers before connecting with the agent.

And then that pre-recorded message will connect the caller with the human behind the voice when they choose the particular option form the given options.

IVR system generates a phone tree for caller’s convenience so that they can connect with their concern departments directly.

There are two types of IVR phone trees - One is Touchtone, and another one is speech which is also known as directed languages.

Let me summarize both types of IVR technology:

Touchtone means when your customer will call you, they’ll greet by the virtual receptionist and then they’ll get the option to select according to the requirements.

Like

Press “1” for sales

Press “2” for support

Press “3” for billing

Speech tree processes similarly like the touch tone tree; the only difference is it will allow the customers to speak their responses.

Like,

The virtual receptionist says “Please share your concern with us.” and then the customer will speak their concern with the IVR. And then they will route to the agent which will resolve their issues.

Uses of IVR system -

1. Scan your work with customer’s feedback- IVR will help you to conduct surveys for getting the customer’s feedback about your business services and you can also conduct post-sales customer satisfaction calls with this interactive system.

Scan your work with your customer’s feedback and if they are satisfied with your service to say thank you for their response and if not so pre-programmed your IVR system that your dissatisfied customers redirected on the live call with an agent for resolving their issues.

2. Extend company’s working hours- By using IVR, you don’t need to increase your labour cost for extending your working hours.

And extending your working hours will work for you positively, your customers will call you anytime for their queries and you can connect will them even after your office working hours.

3. Pre-program IVR according to the need - You want to customize your customer support system, Let IVR will do it for you.

IVR software comes with the wider personalization. You can pre-program your system on your conditions.

The simple example of its personalization is, The system knows the caller’s information with their caller IDs. So that if the caller connects with the system again, they are recognize them with their name.

Like,

In this template, the caller name is customized according to the callers ID.

4. Keep your potential customers top in the list- IVR gives you the feature of prioritizing your potential customers and route their calls to the most qualified and experienced agent of your company who can handle their queries and resolve their issues.

And also in case, your all agents are busy then that prior customer will keep the top on the waiting list so that they won’t wait longer for their concerns.

5. Get ahead with high call volumes- You can handle high call volume at a time. IVR has the good efficiency of handling high volume of calls.

This feature of IVR will reduce the waiting time of the callers and the customers will get the best response without any delay.

IVR will going to set up your business on the higher level with the good customer support.

So, what are you waiting for take the action today and get the IVR system for your business now!

To know more about the Interactive Voice Response click here!

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