How Does the IVR Work?
Having your own Interactive Voice Response (IVR) system has become a prime necessity in today’s competitive business scenario. Not only it gives your business an edge, but it also reflects that providing quality customer service is your top priority. But to utilize this service to the best of its abilities you need to be fully aware of what it offers and how you can integrate its capabilities into your business. Below is a detailed description of what is IVR, how it works and why should your business adopt this solution in your business.
What is IVR?
IVR in simple terms is a technology that automates the telephony system. It responds to the incoming calls automatically and interacts with the callers through automated voice messages. This communication takes place with the help of numeric inputs entered by the caller.
How does IVR System Work?
When a customer calls on the business phone number, IVR system greets the caller by playing an automated welcome this greeting message includes the name of the company, along with a list of IVR menu options.
These IVR options are customized as per the company’s customer service needs. However, in most of the cases, the IVR options are divided by departments, geography or the service/product company offers. These options are self-explanatory which makes the navigation and query resolution easier for the caller. The two major kinds of IVR options used by companies are self-help options and connect with a customer service representative option. For example,
In the above example, the first three options as mentioned below are self-help options.
Press 1 for Billing Related Queries
Press 2 for Product Enquiries
Press 3 for Sales Related Issues
These options help the customers to resolve queries without the intervention of a live agent.
However, the option with a description “Press 3 to talk with our Sales Representative” connects you with a live customer representative directly. After listening to the options thoroughly, a caller can numerically input their desired response depending upon the type of query they want to inquire about. According to their requirement, the callers can proceed forward with the self-help IVR option or can connect to the customer service representative of the desired department.
Tag – Bulk SMS, IVRSolution
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