IVR and Outbound voice solutions
Increase agent productivity, save on cost to serve and deliver an exceptional customer experience with IVR.
Interactive Voice Response
Customer service teams are under increasing pressure to deliver exceptional service. A recent survey shows that post-COVID, 59% of consumers will care more about customer service when choosing products and services.
Excellent customer experience is fundamental to loyalty. A positive onboarding experience substantially reduces churn rate; research shows poor onboarding accounts for up to 23% of customer churn. In addition, one in three consumers states they’re willing to switch suppliers after one negative customer service interaction.
A business is only as good as its reputation, and in a highly competitive market, that’s more important than ever. IVR empowers customers to self-serve and directs them to the most relevant department, which means your customer service team can focus on supporting customers quickly and accurately.
51% of consumers will abandon their call because of a poorly designed IVR system – costing companies an average of £203 for each customer.
Business benefits of IVR
By directing the customer to the correct department, they’ll get the answers they need sooner, without waiting on hold.
It saves time
Your agents will save time because the customer has already gone through the ID verification process and a custom menu to route calls accurately. The customer saves time because they don’t have to wait in lengthy call queues.
It’s cost effective
A survey shows that when a customer can self-serve through IVR, it costs up to seven times less than speaking to a live agent.
Build a stronger sales pipeline
IVR can automate the process of reaching out to customers and prospects. After a few simple automated questions, interested recipients are the suitable sales agents.
It helps businesses stay on brand
By mapping out a uniformed and consistent customer journey, customers know what to expect. IVR empowers businesses to deliver an experience that is always in line with their brand guidelines.
IVR grows with you
Demand forecasting is difficult. Seasonality, promotions, or industry activity can lead to spikes in demand that might exceed your resource. IVR takes the pressure off agents to handle all enquiries manually. Through API’s, IVR can integrate with your existing systems to automate repetitive communication and offers complete flexibility to adjust the experience as your business grows.
Interactive Voice Response (IVR)
Esendex’s fully customisable IVR system gives your customers the power to direct conversations in the way they want. In a drive towards successful omnichannel communication, IVR remains as relevant as ever.
Use pre-recorded Voice messages to engage your customers and get your message heard. This works really well if the person recording the message is well-known, such as the star player in your team “calling” all of your supporters.