In a time not very far off, Interactive Voice Response (IVR) was common among multinational corporations. They required a significant amount of money and time to integrate and had the same level of hardware complexity and upkeep as an Italian hand-built sports vehicle.
Besides, the system simply presented callers with lists of alternatives in a robotic voice. This is because the IVR systems were not created with the users’ needs in mind. Instead, they built the system on a one size fits all philosophy.
The lengthy and complicated menus made it challenging for customers to access immediate answers. The client’s only option was to go through a vast list of choices for even the most straightforward problems. At times they had to stay on the waiting list until an agent became available. Undoubtedly, this was one of the most unpleasant memories for most clients.
But as the world keeps changing, technology also keeps getting better. According to research, 65% of the respondents would like an improved customer experience than what was there a few years ago.
All thanks to cloud telephony and SaaS platforms, IVR is now accessible to enterprises of all sizes. The system helps to manage your clients’ and employees’ time.
It will help rapidly provide callers with the desired information, increasing customer satisfaction. Moreover, you need to also invest in a call center omnichannel to provide seamless communication on various channels, be it phone, email or social media. The system offers many opportunities for regular calls to be handled by automated voice prompts.
However, it is significant to factor in a customer’s journey to maximize your efforts and financial investment. So the system needs to be adequate to provide a better customer experience. Let’s explore incredible tips that will help improve your brand’s experience through a better IVR.
Integrate it With Several Apps
Technological advancement makes it easy for you to integrate the IVR system with several apps. For instance, an IVR system can seamlessly integrate with an omnichannel CRM.
Omnichannel customer relationship management (CRM) enables your staff to retrieve information and aid in client categorization. Therefore, an effective IVR system should be able to match callers with the appropriate agent in case further assistance is needed.
Moreover, you can also integrate your IVR system with payment gateways. Doing this ensures that your clients can complete transactions and access their accounts without speaking to live agents. Integration with different apps helps to improve your brand’s interactive voice response.
Leverage IVR Personalization as Much as You Can
One way to ensure you improve your interactive voice response is by personalizing customers’ experience. You don’t need to answer every call as if it’s your first interaction with a client when dealing with a repeat client. An omnichannel call center can help you identify your customers’ journey making it easy for you to tailor your voice response.
This is vital as it makes it easier for your brand to personalize every customer interaction with your brand. For instance, a simple hello, with a customer’s name can elevate the customer’s mood.
Besides, personalization helps you to eliminate the need to repeatedly confirm critical data like names, dates, and contact information. Studies show that about 80% of customers will buy from a brand that offers a tailored experience.
Clients process this kind of treatment with high regard, and it will boost their loyalty to your brand. Besides, personalizing your IVR will boost your lead generation, repeat clients, and new customers.
Keep Your Menu Short and Simple, as They’re the Best
Naturally, your callers will find it challenging to memorize long menus. If you want them to remember the menu options as well as the numbers or symbols, they need to be short and precise.
This is because the IVR systems are audio-based, and they need to remember their desired option to push for responses.
A lengthy and multi-level menu may discourage your callers. You can lose some of your potential clients to one of your competitors if you provide too many alternatives. Therefore, you must ensure your menu is precise to improve your customers’ experience and IVR. Stick to One Voice
Imagine you’re calling a loved one whose voice is not familiar. Naturally, this may take you aback, and you may even hang up and confirm if you called the right number.
This same analogy applies to the IVR system. If you want to create a unique experience for your callers, you need to use an identical voice.
You need to know when voice prompts’ accent, gender, or volume changes throughout a call, it may give callers a confusing experience. So if you’re in the banking industry using the IVR system, you need to categorize the internal systems. With an omnichannel CRM, you can categorize and manage retail banking transactions differently from credit card point redemption.
Doing this gives callers confidence whenever they’re calling for assistance. They won’t get confused, and they can complete their transactions seamlessly. So ensure you test your IVR system before using it.
The Interactive Voice Response Should be Brief
Isn’t it annoying when you call your colleague about an important issue, and they start narrating about their weekend escapades? What runs through your mind is how you can cut the endless conversation short since time and money are not on your side.
This is the same feeling callers have when an IVR system decides to be excessively enthusiastic. The system can be set to provide far too much data to cover every eventuality.
You need to remember that the calling customers are using both time and money to listen to your overwhelmingly lengthy voice prompts.
So to improve your interactive voice response, the script needs to be brief. This will make it easy for callers to achieve their goals fast and easy as feasible.
Ensure the Waiting Time Is Short
Now that your new IVR system is operational, you are pleasantly surprised by how well it handles incoming calls. Congratulations! An extended wait could eliminate the benefits of streamlining client inquiries to talk with the next available agent.
63% of customers always search for an option before they make a call to a brand. Losing them to your competitor is easier if the waiting time is long. Therefore, it’s essential to leverage an omnichannel CRM to examine the entire customer experience, not just the IVR.
Frequently Asked Questions on IVR
What’s the main purpose of an interactive voice response (IVR) system?
To engage callers and provide them with automated and valuable information without a live agent.
Is Interactive Voice Response System crucial in contact centers?
Most call centers leverage the use of IVR. It acts as a bridge between callers and firms to reduce waiting time. This is because it’s a great opportunity for customers to self-serve for a quick resolution.
Are there different types of IVR?
Yes, it has two main categories inbound and outbound IVR services. The outbound system only places calls on a total or partially automatic dialling basis. During the inbound IVR system, it manages the number of live incoming calls.
Final Thoughts
Interactive response mechanisms have challenges. For instance, some users dread answering a never-ending string of questions without knowing if they will ever find the answer. But with an omnichannel CRM, you can eliminate these problems by tracking your customers’ journey. IVR systems are also impersonal and can occasionally feel like a barrier between customers and live operators, to name a few.
Moreover, limiting the selections on the main menu and keeping the prompt responses brief are some of the answers to some of these issues. IVR systems are not flawless, however action can be directed to improve its functionality. Make your IVR more effective by using the suggestions we have outlined above.
