Always remember that chances are high when you are greeted by a prerecorded message, one that guides you step-by-step for a solution as soon as you dial a helpline number. Isn’t it? And this pre-recorded message is being played via an IVR. However, it plays a major role in the first impression that is left on the callers since the IVR takes care of the entry-level communication that takes place with customers.
And there are others that are extremely complex and more often than not, end up confusing us all at some point in time, experiencing an IVR service, and realizing that while some systems are easier to navigate. So always take note that they must ensure clarity and ease of navigation for their customers when they avail IVR services from any provider. Because at the end through IVR Service Provider your customers’ first interaction with your brand is pretty good. And to provide smooth, automated assistance for a happy customer experience is the only aim of an IVR Service Provider.
Below are 7 traits listed that you should ensure the IVR before making any choice:
(1) Does it Streamline with your Brand’s Character?
Well, to make your communication and business workflows easier an IVR system is always in place. And you need to make sure that its outreach program will be beneficial for your business while choosing servers for your business. However, for an automated response, the IVR should come with facilities after office hours, a voice-recording system, availability during holidays, and features for service quality assessment as well. If it aligns with your brand, what it stands for, and highlights the perfect brand image it will also prove to be extremely beneficial. After all, to make or break your brand a well-designed IVR has the power.
(2) How well can it Route a Customer’s call along with the Information?
Always keep in mind that there are high chances that the next time they will avoid dialing the helpline number altogether only if your customer calls on the helpline number to inquire about the latest offers on their account, and your IVR system routes them to the complaint department. Hence, to the right department, your IVR has the ability to route calls and not end up leaving your customer baffled which is extremely imperative. Apart from that, the customers become irritated as they have entered all their details previously, whether at the beginning of the call or somewhere along the way. A well designed IVR should also enhance customer experience and decrease the hold time. However, striving to deliver exceptional customer experience is now each company’s motive. So, it is highly likely that they will consider switching to your competitor more often than you think only if your customers can’t reach you with comfort and ease.
(3) While Recognising Speech How Effective is It?
Well, to consider while choosing the right kind of IVR service Speech recognition is an important factor. However, in the right direction, the IVR service should efficiently recognize more than just single words and point the customer. Thereby leading to effective time management an effective speech recognition system will escalate the issue and provide a fast solution, which will mean higher query resolutions. And without wasting much of their time another benefit of having such a facility is that it’ll help the customers in the direction specific to their query.
(4) How Perfectly can It Personalise Caller Information and List Offers?
Since it lacks the ‘human touch’ of a representative IVR is an automated response. But with a seamless system in place that can definitely be made up. For that, when it comes to providing solutions your IVR service should be as accurate as customer support agents. And to achieve this personalization within the customer experience will help a great deal. An effective IVR should be able to proceed with targeted communication and tap into a customers’ details.
(5) Providing a Live Agent Option. Does it?
To guide your customers to the solution sometimes the listed IVR options may not be able they are looking for which might happen. For your user just pushing buttons may not generate enough relevant information. In such a case, to ensure that their query has been resolved the system should be able to connect callers with live agents.
If not via the automated system, then through a live agent as a well-rounded IVR should be able to promptly address all issues.
(6) For Long Enough does it Keep the Menu Options Open?
Most callers recall the frustration and extremely long wait times when asked about IVR experiences. Moreover, if their first experience was not pleasant they are likely to avoid the self-help option. To deliver smooth primary experiences is the key to designing the system effectively. Furthermore, after each automated response, another important aspect here is the time duration provided. Thus, to feed their responses it is highly recommended to allow a window of at least twenty seconds for users.
(7) Avoiding Upfront Messages. Does it?
Always remember that being in the first place nobody wants to hear information that might not even be relevant to them. And right after calling your helpline, it ruins your chances of delivering an effective experience if your customers are bombarded with promotional spam calls.
Likewise, without even addressing a customer’s query, all your efforts are futile if marketing and advertising messages are just shot upfront that ultimately results in two basic things:
- Very poor customer service
- Ineffective marketing conversations, which will help neither of the organizers
Last but not least being provided your system is designed that way an effective IVR system also prioritizes calls based on their value.
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