Top 10 FAQs About IVR Voice
Learn How to Master This Technology to Unlock the Potential of Your Communications
10:44 25 August 2021
With the highly competitive nature of the market today, you need something that will differentiate your business from the rest. Today’s customers demand more from companies than those of the past. One of these demands is being able to reach a business and find assistance whenever they need it.
If you’re going to gain a competitive edge over your business rivals, you need to up your communications game. But handling all customer communication manually can be overwhelming for small and upcoming businesses.
One of the best ways to unlock your communications potential is by implementing IVR voice. You can reach out to Signal Wire to learn more on how to build this technology to your app. In this article, we’ll be answering all your questions about this technology to help you understand and leverage it to take your business to the next level.
1. What Is IVR Voice?
IVR, an acronym that stands for Interactive Voice Response, is an automated telephone system that allows you to set pre-recorded messages to help callers access a variety of information about your business.
The caller is greeted and directed to a pre-set menu, which they select through their phone keypad, depending on their query. If the customer issue is unique or too complex, the IVR then forwards it to a human customer care agent.
2. How Does IVR Voice Work?
Say you’ve set up an IVR in your business. When customers call your business number, they are greeted by an auto-set voice and immediately presented with a menu.
This menu includes a category of different services or issues that customers may have. Let’s take the example of an internet cable company. The menu could include payments and account balance, packages, new connections, or reconnections.
The customer will choose what they want from the options available by dialing the corresponding number on their keypad. With this information, the IVR will then direct the caller to more specific options based on the response until the caller’s issue is resolved.
If a pre-set solution is not available, the system will instead connect the caller to a human agent for further assistance.
3. Where Is IVR Voice Used?
IVR isn’t new but has significantly improved with advancements in technology. Today, it is used by numerous retail businesses across different sectors. You’ll find IVR systems being used by banks, utility providers, mobile service providers, and retail stores.
You can add an IVR system to your business communication as long as customer interaction is crucial to you, regardless of your niche.
4. What Kind of Processes Can IVR Perform?
IVR systems are designed to gather information from callers, process it, and give back relevant results. For this reason, they are well suited to perform tasks like conducting surveys, bill inquiries, providing product information such as prices, or setting and changing passwords.
5. What Are the Key Features of IVR?
Different IVR systems will, of course, come with varying features. It all depends on the technology and the software provider. But they have come a long way since their invention. That said, most systems will give you the following basic features:
- Automated call assistance
- Call routing
- Caller number identification
- Information collection and provision
- Multi-language support
- Text-to-speech capability
6. What are the Benefits of Installing IVR?
Adding a current IVR system to your contact center can benefit your business in different ways:
Gives Off a Professional Look
With the enterprise-level IVR system now being relatively affordable, you can implement the system in your company to give your customers a more professional feel. This system enables you to achieve this no matter the size of your business.
Boosts Agent Motivation and Performance
Since IVR handles the smaller issues affecting your customers, it cuts down the work for your agents. As such, this reduces frustration among your employees and motivates them to keep working.
Your agents will undoubtedly get more productive when they do not have to handle all types of issues. The skill-based routing feature on the IVR sees to this by ensuring that your representatives only take the calls they have the skills to handle.
Unlike a human agent, an IVR system can be programmed to work all day and night. It does not need to rest, meaning your customers will always get prompt responses to their queries.
Minimizes Manual Errors
Since IVRs are automated, they make fewer errors compared to humans. As such, you can deliver a consistent experience to your customers all through.
7. How Can I Set Up My IVR?
You’ll need a website with an interface that allows you to develop an IVR. Once you select one that appeals to you, you can sign up, pay the required fees, and follow the rest of the prompts.
After successful installation, you can personalize the IVR menu and call flow to match your plan for addressing customer needs.
8. How Much Will an IVR Cost Me?
An IVR system will usually cost $0.02 to $0.10 per minute of talk time. The pricing for an on-premises setup can go well over $1,500 per line.
9. What Types of IVR Are There?
There are two types of IVR systems; basic and advanced IVR systems.
Basic IVR systems only have two primary components such as voice recognition technology and Dual-Tone Multi-Frequency signaling (or DTMF). Advanced IVR systems are more sophisticated and make the caller’s experience more natural, fast, and enjoyable.
10. What Should You Avoid When Using an IVR?
To ensure your customers get the best experience, you should avoid the following things:
- Complicating your menu
- Having your customers on hold for long
- Overlooking the need for a human agent
Improve Customer Engagement with an Interactive Voice Response (IVR)
IVR systems are designed to streamline business communications and reduce the workload for customer care agents. So, if you’re looking for efficiency and better customer engagement, implementing an IVR system is the way to go.
An IVR system will help enhance the customer experience by minimizing time wastage. When customers call, an IVR system can give them the information they need right away or identify their exact needs and transfer them to the right agent on the first try.
This way, you can improve first contact resolution and eliminate the need for the customer to get in touch later, providing for a positive client experience.