IVR (Interactive Voice Response) is a self-help tool through which customers can easily benefit when looking for a business solution. However, it is necessary that the IVR should be well designed and user-friendly. The importance of IVRs has increased many folds today because of the increasing call volume. Servetel IVR service help in deviating such call volume pressure by the number of options to choose from. An automated voice that give instructions to the customers make the scenario of business communication more result oriented and adds value to the company’s brand image.
If you have introduced IVR in your business then the best thing that comes with it is, the rise in your customer base becomes more likely as customers don’t give it a second thought to get connected with your business. IVRs also help in customer engagement in a very substantial way as when the customer comes to an IVR while looking for a solution, the browsing through the menu to find the best suitable option, makes the customers more involved into the services. With just few press of buttons, the customer can easily find a solution and understand the scheme of things related to your product or service. In this way, IVR is a powerful tool for customer engagement.
There might be a situation when the customer couldn’t find a solution on his own so a phone line to a live agent always remains open. An agent can always help him with a solution if the customer gets stuck in the communication.
If we talk about the specific call center metrics then the average handling time and first call resolution are important factors that decide the overall efficiency of the ongoing business communication. The IVR helps in reducing the average handling time and first call resolution becomes highly possible because of the well-designed menu. Get an IVR to make your business communication idea a total success.