Why IVR is Useful For Customer Service Hotlines

We all know the annoyance of having to wait for a customer service representative to reach our call. Wait times can range from 30 minutes to a few hours. This can negatively impact someone’s schedule if they don’t have time to wait for a response. Doctor’s offices, tech companies, banks, and other important sources typically have long wait times. This can cause high levels of client satisfaction. There is a way to control this issue, and it can be done through an IVR (interactive voice response) system. Here is why this technology is useful for customer services hotlines.

IVR Explained

Interactive voice response is a type of artificial intelligence software that is used to help customers with basic inquiries. This can include instructing a customer to pick the numbered option that best fits their needs. For example, if you need to speak to a manager about a problem, there may be a number on the pinpad set up to direct you to them. This speeds up the wait time, and helps customers get helped faster. It also eliminates extra interaction, making it less annoying for users. “Commonly, interactive voice response systems are capable of resolving and fulfilling customer needs alone. Interactive voice response systems have strengthened the efficiency of customer service through phone calls,” shares Clair Byrd, business writer at Assignment Help and Best Australian Writers.

How IVR Functions

In order to set up an IVR system, you must have a telephony board. Interactive voice response systems are a part of computer-telephony integration software. When you’ve contacted a professional to set up your system, you can then record greetings. These greetings will be used to guide and direct customers immediately. Depending on one’s needs, there will likely be an option on the keypad menu for users to click. Customizing your unique system is important to make the experience enjoyable and easy to use.

How IVR is Used in Businesses

Most businesses have switched over to interactive voice response technology. Firstly, this automated technology can be used to answer basic questions about a business. These frequently asked questions include topics such as: hours of operations, store locations, shipping inquiries, and what the business does. Instead of an agent wasting time answering repetitive questions, customers can receive their answers through automated response. Businesses are also using this technology to direct customers to specific areas of expertise. In the instance of a grocery store it would give a user an option to be directed to any department, like produce or dairy. This allows customers to be instantly on the line with whatever expert they need to reach in order for their question to be answered. Businesses also use interactive voice response for advertising, connecting with past clients, and filtering out spam calls.

Benefits of IVR

There are several benefits businesses receive when they switch to IVR software. The first benefit is reduced costs. Having more customer services to handle the disorganized hotline creates unnecessary work. At most a business should have one employee for each area so they aren’t wasting resources. Instead of having an employee specialized in transferring calls, the IVR software can handle that task. Due to less employees being needed, businesses can save money with IVR. Another benefit of IVR in business is 24 hour support. While customers may need extra help from an employee during non-office/business hours, they can still get basic assistance. “The IVR recording will let a client know when they can expect to receive help once business hours begin. Along with opening the customer service hotline, IVR also boosts overall customer satisfaction. Since customers don’t want to wait ages for a response, the quick response rate of IVR will resolve their impatience,” explains Hillary Plover, a tech writer at OXEssays and State Of Writing.

Interactive Voice Response System Creating Better Customer Service

When a business uses IVR software, they are able to offer better customer service. This allows a business to build a positive rapport with customers, and experience client loyalty. While it may not seem like a big deal, any artificial intelligence technology and digital software is highly impactful. If your business has not started to use IVR yet, you’re at a disadvantage. Your business will be better received if you have instant customer service resources.