To improve the quality of your services, several possibilities are available to you. You have the possibility of opting for the IVR. It is a simple and effective solution that will allow you to improve your image and especially to be closer to your customers. To learn more about this solution, please continue reading.
IVR: what is it and how does it work ?
IVR stands for Interactive Voice Response. It is a solution used to improve and manage the various phone calls within a company. Also known as IVR in French, IVR solution is an automated greeting system. It is often seen as an unhealthy practice within a branch because of its coldness towards customers. However, it is a very advantageous solution.
It offers virtual and very fast assistance to customers. It works on its own principle. For a better explanation, suppose you call company X. Your goal is to talk to a company advisor. When your call center receives an incoming call, a greeting is automatically played. It then displays a menu with different suggestions. For example, to speak to a consultant, you would type 2, to return to the main menu, you would type 3, to check your balance, you would type 4 and so on. Remember that this solution allows you to get satisfaction without being in direct communication with a member of the company.
Some advantages of this solution
The IVR solution offers several advantages. For example, it allows you to improve the efficiency of your customer service and to offer a personalized welcome to your customers. Indeed, thanks to this automated greeting system, you will transmit a good image to your customers from the first contact.
You also allow your customers to be put in touch with the most appropriate person to solve a problem within a short time. You banish long waiting lines and optimize time. Opting for this solution will allow your company to reduce the costs related to the management of incoming calls. The most extraordinary thing is that you are available 24 hours a day and 7 days a week to answer your customers' concerns. In short, you are closer to them.