Are Ivrs Useful For Businesses?

With technology constantly advancing, businesses are all the better when they take

advantage of the next new thing that will improve customer relations. One of the latest of these advancements is IVR technology, which stands for Interactive Voice Response. While this is not a "new" technology, it is new in that the costs are significantly lower than they once were and the applications are more affordable than they once were. When a caller is contacting a company, it is not uncommon they reach an IVR system. Picture what happens when you call your bank. I doubt the call is picked up by a live operator at their answering service. Chances are you get an automated greeting with a series of "Press X" prompts that will allow you to access the information you need without actually having to speak to someone. That is IVR in a nutshell. The automated technology ideally gives you direct access to information to circumvent the operator altogether. Herein is the argument of this article. As the popularity of IVR increases and live operator interaction is limited, are IVRs helping businesses as much as we think they are?

IVR Is Reducing Live Operator Talk Time & Could Be Hurting Customer Service

The answer could go either way. As with any technology with business applications, it needs to be implemented considering all options to get the most profound effect. However, these services can often be misused, causing a business to suffer. How can such a great, technological advancement be harming your business? Well, for any business to succeed, it is crucial to put the customer first. When a customer is contacting you, they expect their call to be handled appropriately. An IVR can often take the customer service out of a company. It is difficult for a customer to be directed to the correct person when an IVR may not be asking the correct questions. From the customers POV, It is a major turn off to restrict access to the simplest information creating a 5 minute telephone call from a 30 second request. It is crucial for a business to assure that their IVR is benefitting their business, leaving their customers at ease and stress-free.

Cost Savings versus Customer Service

The customer should never expect an ordeal when they call your company. If their calls are not handled appropriately, they will often lose interest (and patience) when dealing with a long, complicated Interactive Voice Response system. Even though it can often be difficult for the customer, IVR offers a variety of great assets for a business. An IVR can help a company organize their incoming call flow, which will make things easier for the business. Along with organization, the IVR acts as a load balancing system because it restricts live operator interactions to callers whose needs are not able to be accessed via buffet style customer service. By using an IVR, the company's receptionist will no longer be caught up on the phone, giving them more time to focus on other aspects of their business. The company will also save money by not having to hire someone to handle all of these telephone calls around the clock. An IVR also gives a company the power to make their business appear much larger than it may be which is very beneficial to smaller companies.

Use Your IVR Wisely

From a business owner's perspective, why hire a full time call center staff when an IVR plus a few revolving employees can provide the same services to your company? Depending on how a company uses an IVR, the company can thrive via better customer service. Give the customers who want automation that option but always make easy access routes to live people. Don't try to mask the keystrokes for live help under layers of IVR prompts. Whether a small business wants to look larger, or a large business needs their calls to be handled a specific way, IVR can solve all of these problems and be a real asset. However, these owners must make sure that they are following a few crucial steps to assure that this IVR technology is benefitting their business instead of doing the opposite. The difference between having IVR help or harm your business is crucial and there is a fine line of superior customer service between automation and live support . While it can often lead to confusion and frustration amongst the customers, it can also turn your business' customer service from decent to outstanding. When using an IVR, it is important to take into consideration the amount of calls, the accuracy of your IVR, and your customer needs. By knowing these three things, it should be extremely beneficial to use an IVR to help better your company.

Understand Your Customers

It is crucial for the company to understand the needs of their customers when setting up a user-friendly IVR. The company must also pay close attention to their callers while the IVR is in use to assure that they are keeping up with the customers' needs. It is important for a company to offer their customers help no matter what their needs may be, along with keeping the IVR simple and understandable. By keeping a close watch on how these IVRs work, a company will flourish. So, the rule for IVR is simple: Automation when you need it / Live operators available when you don't.

by: VeronicaIsaac

POST COMMENT

The Keychain As Promotional Gifts For Your Business Business For Sale - Find The Hidden Answers Obtain The Exact Type Of Coverage Through Business Insurance Plan Restaurant Web Design: The Key To A Successful Restaurant Business Make A Strong Impact On Your Customers And Clients With The Best Seo Services For Your Business Small Business Coaching: Plan Your Business Success How Can A Call Center Help Your Business? Reach Out To Customers And Expand Your Business Start Your Home Business Today With These Great Tips How Ecommerce Web Design Can Influence An Online Business? The Benefits Of Bin Mastercard Database And The Bin Mastercard Public List To Businesses Get A Bin Checker Online And Start Protecting Your Business Bin Checker Credit Card - Building Businesses