Customer experience plays a vital role in making any business a success. Discover how IVR can help boost customer experience.

1. HOW CAN IVR HELP
BOOST CUSTOMER
EXPERIENCE?

2. WHAT IS INTERACTIVE
VOICE RESPONSE (IVR)?
According to Wikipedia,
"Interactive Voice Response (IVR) is a technology that allows a computer
to interact with humans."
IVR allows customers to interact with a company’s host system via a
telephone keypad or using speech recognition technology. After
providing the response, customers can inquire about the services
through IVR.

3. HOW DOES IT WORK?
If prompted by the
caller, the calls are
forwarded to the
agents' desktop using
technologies such as
Call Routing and
Computer Telephony
Integration (CTI).
Arriving calls are then
answered by the agents in
order to promptly
acknowledge, understand
and resolve customer
queries.
IVR answers the
customer's call and
presents it with
"self-help" and
"connect to a live
agent" menu
options.
Callers dials a
call from their
devices to the
specified
number.

4. IMPROVE CUSTOMER
EXPERIENCE WITH IVR BY
Reducing errors in query handling
Providing uninterrupted access
Maintaining consistent customer experience
Reducing answering time
Providing 24*7 support to customers

5. ERROR FREE QUERY
HANDLING
Human errors are a serious issue when it comes to handling queries
manually. As agents have to answer large volume of calls everyday,
chances of human error such as incorrect query resolution increases to a
great extent.
Businesses can solve this problem by automating the process of query
resolution with the help of IVR's self-help options and voice recordings
of the answers.

6. UNINTERRUPTED ACCESS
Unanswered calls can have a negative impact on the customer and can
cause them to discontinue the service.
With IVR, agents can transfer customer calls to their personal numbers
in case of unavailability at the office. A pre-recorded message can also
be used to inform the possible availability of the agents during off-
business hours.

7. CONSISTENT CUSTOMER
EXPERIENCE
A consistent high-level user experience increases customer satisfaction.
Human agents might not always be able to provide such consistency
due to the external factors affecting human behaviour.
On the other hand, IVR is an automated machine. Thus, it provides
consistency in the query resolution process and is unaffected by any
external factors other than technological glitches.

8. REDUCE ANSWERING TIME
In today's fast-moving world people want quick answers without
wasting any time. Long call answering time has a direct effect on
reduced customer satisfaction.
Using IVR, this problem can be easily solved. With auto-receptionist and
self-help features of IVR, the call answering time significantly reduces
and calls are instantly answered.

9. 24*7 SUPPORT
24*7 support has become a necessity among today's demanding
customers. But providing round the clock service isn't an easy task.
Here, IVR is the best choice for your business. With self-help options,
customers can find answers to their queries at any time. Also, with call
transfer feature you can respond to off-business hours call on your
personal numbers.

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11. About Us
Servetel Communications Pvt. Ltd. is a leading provider of telephony
services for the businesses based in India.
Some of the services offered by Servetel are , Toll-Free numbers,
Voice broadcasting and Virtual mobile number.
For more information visit: www.servetel.in
IVR

12. Thank You
https://www.servetel.in/blog/ivr-best-practices/
https://www.servetel.in/blog/customer-experience-multi-level-ivr/
Image credits - Flaticon
References: