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Interactive Voice Response (IVR) is a telephony menu system that allows for the identification, segmentation and routing of callers to the most appropriate agents within your team. By recording customized greetings, messages and prompts, you can provide a more personalized experience to your customers when they call your company. IVRs also allow your customers to solve their own problems and obtain the information they are looking for without speaking with an agent. In a typical IVR scenario, a caller is first greeted by the IVR message. After the greeting, they are asked to choose from a series of prompts (e.g. “Press 1 for Sales, 2 for Support...”). Based on the button pressed, the caller is then routed to the most appropriate agent or department, sent to a new IVR or voicemail, forwarded to another phone number or the call is hung up.
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Interactive Voice Response (IVR) solutions enable the business to handle higher call volumes. The inbound calls are efficiently routed to the agent or department which is best equipped to handle the said issue. Even if the customer has to sometimes wait in the queue, the waiting time is comparatively shorter than in the cases where the IVRs are not being used.
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If the customer is able to get a satisfactory answer to their query in the first attempt itself, this will not just leaves a good first impression but will also help in building a relationship with the customer. The longer the customer has to wait or is passed around to multiple agents, the more aggravated the situation becomes. Since, with an IVR, the customers are able to solve their queries on their own, it makes them feel more independent and empowered and thus, makes them more satisfied..
Greet the customers in a professional way. Make the greeting personalized yet professional to improve customer engagement along with directing the customers to the right agent/department. we have Best Robocalls and cheap IVR Do not lose out on any customers even during non-business hours. Set-up a pre-recorded message to be played during the holiday season. Thus, we have Best Robocalls and cheap IVR informing the customers about the unavailability of the support team. Doing this will help the customers to know when to contact you rather than keep trying to reach out and not getting through. Which might hamper the reputation of the organization.