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What is IVR? What benefits does IVR bring to your business?

IVR is a feedback system in the form of voice, fax, callback, email, if chosen by businesses, IVR promises to bring customer service to a great development.

What is IVR?

Interactive Voice Response Interactive Voice Response (IVR) is an automated telephone system that interacts with callers, collects information, and routes calls to the appropriate recipients. The IVR system (IVRS) accepts a combination of telephone input and a selection of touch-sensitive keypads and provides appropriate responses in the form of voice, fax, callback, email, and other communication methods. A simple and effective process and will significantly reduce costs and increase efficiency in any company.

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What are the benefits of IVR for businesses?

Prioritize incoming calls

Businesses often decentralize care departments to serve different types of customers. By implementing IVR, your business can sort out customer problems or needs quickly without having to keep them waiting while calls are forwarded from one department to another.

Thus, applying IVR not only helps businesses optimize internal operations, but also improves their reputation by reducing waiting time as well as providing customers with more perfect service quality.

Automate work items

In fact, calls received by telephone customer care do not require handling by an employee. Because work items such as looking up unpaid invoice data or office hours for different locations do not need to use employees.

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IVRs can provide customers with basic information such as holidays, sales, promotions or account statements faster than HR. As a result, businesses can use human resources to solve complex problems and require more expertise.

Optimize identity verification

Data privacy and security are major concerns for businesses and consumers today. That’s why many businesses have to identify customers before receiving and processing calls. IVRs can automate this process so businesses can gather all the information they need even before answering the call, saving both callers and recipients time.

Make a good impression on customers

Although IVR is just an automated system, most customers when receiving calls appreciate its convenience. This tool not only helps customers complete calls quickly and efficiently without contacting employees, but also creates professionalism for businesses, helping them to stand firm in such a competitive market. Currently.

In short, if invested and used effectively, IVR in particular and VoIP in general will bring significant benefits to businesses. With the support of IVR, businesses can optimize time and costs for personnel.

Collect feedback from customers

Most organizations and businesses only use IVR for incoming calls. However, the system can also be used for outgoing calls, to collect customer feedback through polls or surveys.

Accordingly, businesses can reach out to current, past and potential customers to receive feedback and reviews. With this approach, many customers can be more honest with their answers because they don’t have to worry about negatively impacting the emotions of the employee on the other end of the line.

Reduce costs

Companies often have to spend a lot of money and time on training customer care staff. Businesses can completely reduce the cost per minute of a service call by using an IVR system in many ways.

For instance, IVRs can handle tasks that would normally reduce the number of calls that agents have to handle in the first place. Next, this system can also collect information from customers such as problems they are facing, thereby routing them to the right department that can answer them.

In particular, IVR can also help verify a customer’s identity by requesting an account number, PIN or other data. This will help businesses reduce a lot of time and costs for customer support and care in daily business activities.

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