In the simplest words, Interactive Voice Response (IVR), otherwise known as an auto-attendant or call menu, is a technology that allows your callers to navigate a phone system and be routed to the appropriate agent or department.
As simple as its function may sound, IVR can help your employees save time, allow them to work on other more important tasks, and improve their overall efficiency. After all, they won’t have to spend long hours manually fielding every call to the right department anymore, your IVR will do that for you!
If you know that your team has been struggling in this area, it may be high time for you to consider incorporating the benefits of IVR into your business’ phone systems. To cement its need, here are just a few of the various benefits your business can enjoy with an auto attendant.
1. IVR Makes Your Business Look Professional
One way to pique the interest of potential customers and gain their trust is to show them that you are competent and professional. You have to play the part wherever you are and wherever customers can get in touch with you, and this includes your business’ phone systems!
Having a call menu to greet your callers says a lot about your business. It means that you take care of all the details, even the smallest ones, to accommodate your customers and promptly attend to their needs. Moreover, call menus also help you handle a larger volume of inbound calls. You get to entertain all your callers and protect your credibility at the same time.
2. It Gives Your Callers More Options
A well designed IVR service with Menu Options improves the customer call journey by getting them through to the information or department they need quickly.
As an example frequently requested information such as opening times, requesting a brochure and directions can simply be played back to the caller without the requirement for a live agent to assist.
More advanced options might included Database Lookups for retrieving account balances or secure credit card payment processing via the IVR payments.
3. It Helps You Provide High-Quality Service
A well-planned and professionally created call menu can give your callers a customer service experience that will surely impress them and make them feel satisfied. You can further customise your menu options by recording your own audio or assigning certain music to be played for your callers every time they are put on hold.
If you are interested in doing this, however, then make sure that the audio or music you use is of high-quality and at the right volume.
Your business, no matter how small or big it is, can enjoy the benefits of having IVR incorporated into your office’s phone systems. Firstly, you will be able to free up your employees who used to field calls from doing this routinary task; instead, you can give them other assignments that contribute more value to your business.
IVR are also helpful tools in improving your customer service and leaving a good first impression on your callers. If you truly want your business to succeed, it’s not enough to produce high-quality products or services. You must also pay attention to how you service your customers and respond to their enquiries about your offering.
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