The IVR, also called interactive voice response, is an automated telephony system that allows the company to interact with its customers without using a human agent. It is a robot that handles incoming phone calls and more. Many companies fear the experience their customers will face with an IVR. Yet, here are several benefits that an IVR provides to companies that adopt it.
Effective, personalized customer service
IVR is a tool that provides callers with quality service tailored to their needs. Read my latest blog post to learn all about this robot. In fact, when properly programmed, the IVR provides appropriate responses to customer requests. It is able to process requests to direct callers to the appropriate service so that they get immediate satisfaction. Thanks to its system, customers waste less time on the platform. They can quickly get an answer without going from department to department or having their call rejected. This service can also be personalized. It is possible to assign personalized greetings with an IVR to each contact. This makes the customer feel closer to the company. This allows the latter to create a loyalty bond between them.
A permanent and less expensive customer service
An Interactive Voice Responce is programmed to respond to all customers and indefinitely. That is, it works around the clock and offers its services every day. Customers are then entitled to an instant response after the call, even at late hours. It should be noted that such permanence is not synonymous with exorbitant prices. On the contrary, with IVR, the money spent on maintaining customer service is less than on hiring a team. For better communication, you need a dynamic and expert team. The cost of hiring these professionals is not small. Also, the infrastructure to facilitate call management within the company is expensive. An IVR avoids all these expenses and allows you to spend only on the essentials for efficient customer service. To provide, an IVR improves the company's image.