Maximising the satisfaction of your customers by ensuring that they are sent in the right direction when they call for information or to make a request is key. Not only that but it can ensure that potential time wasted by contact centre staff on redundant matters or less specific queries is better spent on values which benefit your business.
Introducing an Interactive Voice Response (IVR) system into your contact strategy could significantly reduce the time your customers spend in call queues, providing a number of self-serve options without the need for human interaction, 24 hours a day, 7 days a week.
IVR’s are typically applied to businesses who require streamlined payment processing but are becoming increasingly more popular in other use cases:
Balance enquiries
From credit cards, financial agreements and banking through to utility bill enquiries, give your customers flexible access to manage their finances at times of day which suit them through the simple addition of an IVR. Then provide an additional option for customers to be transferred where staff contact is required.
Satisfaction surveys & feedback
Give service users a simple way of providing feedback and maximise the opportunity to collect it. Service users are more likely to provide honest answers when they don’t have to speak with a dedicated operative. Provide numbered, tiered choices and always a further option to speak with an advisor during office hours.
Event promotions and invites
Allow fans, patrons and customers to share their interest in events or find out show times with the option to speak with an advisor where questions need answering or a secure payment portal where purchases are prompted.
Appointments
Send a text reminder of a booked appointment and include your IVR number should you wish to offer an option to modify, cancel or book a follow-up.
Renewals
Send an automated text message to notify members or customers that gym memberships, insurance contracts or rental agreements are up for renewal and make it easier for them to continue their agreement with an IVR. Simple, reliable and seamless without the need for contact centre agents.
Technical support & help desk enquiries
Help to direct call and user traffic with a series of options, beneficial where technical support is required. Filter the priority enquiries from those which aren’t.
Automate and prompt the above actions through the use of simple SMS or publicise your dedicated IVR number on your website or existing communication materials to see inbound contact from your customers transform.
To discuss how an inbound IVR solution could benefit your business and improve your communication or marketing strategy call us on 0345 356 5758 or contact us.
