Why should we use Smart IVR for Customer Communication?

why should we use smart ivr for customer communication

Businesses handling Customer Communication requires professionalism. But to keep a track of all incoming calls, monitor call conversations, improve first time resolutions, enhance customer satisfaction and importantly, route callers to the right departments for right resolutions at the right time requires more than just professionalism. For this, Smart IVR solution is the key.

Why Smart IVR:

Generally, it is observed that customer’s intuitively chooses other business option after a bad conversation experience. This is because of long on-hold time or not receiving timely resolutions. To wave off, adopt SMART IVR solution for your business.

A Smart IVR welcomes customer with warm greetings and intelligently forward them to the right destined points ensuring miss not a single potential call and build loyal relationship with the customer right from the point of contact of your business. Also, instantaneously privileges customers via an automated SMS or email for their missed call ensuring a call back at the earliest simultaneously alerts agents for a missed opportunity and keep business on track enhancing customer satisfaction and agent’s efficiency.

Efficiency of Smart IVR for Customer Communication:

Smart IVR works like a Virtual Call Center. It is efficient of doing much more rather just greeting callers and routing calls.

Explored below are its key features expediting its efficiency?

IVR Configuration:

Smart IVR is customizable with wide range of voice inputs and feasible custom options to make your business sound professional and helps establish a loyal brand image. This system reduces human intervention and resources. The IVR menu is customizable as per business requirements. An automated welcome message greets your customers and connects them for their timely resolutions through Intelligent – Time, Skill and Caller based routing system.

Personalize Calls:

Personalize callers with personalized greetings or pre-recorded custom messages via IVRS. Also, validates the flexibility of live recording your message anywhere just by receiving a call on mobile providing instant amazing expression to your business.

Track Calls:

It tracks all incoming calls and generates leads out of missed calls that are reached to different departments of your business effectively.  This way it helps to know your customers queries in the very best way and possibly enable them to achieve satisfactory experience with your business.

Record Calls:

It is highly essential for any type of business to closely monitor the activities that checks in and checks out of the business. Hence, recoding all agents –customer conversations including missed conversation later to delight the customer is probable. Such recordings shall be used for quality monitoring, training and to track agents resolving efficiency. It helps to understand the loopholes of your business greatly.

Customer Satisfaction:

Every single minute, your business shall assure of customer satisfaction as all incoming calls are tracked and monitored with detailed descriptions of customer’s conversation in a unified portal.

Integrations:

Smart IVR enables CRM and third party application integrations hassle freely. It helps to keep all business records like customer data, ongoing conversations and previous history made via SMS, Calls and Emails letting you to address the needs of the customer accordingly.

Analytics:

To make better business and to understand customer interactions with your business, it is highly essential to procure the relevant conversation records, live connections and real-time analytics which Smart IVR shows it to you reliably on a user friendly platform.

Smart IVR does not require multiple phone numbers for routing callers to multiple departments. Use single Virtual Number of any format can set up IVR to route all business calls intelligently for effective costumer communication. It facilitates to project your business with a single and unique customer facing number feasible to offer 24by7 support without the need of a traditional in-house call center set up. From start-ups to large scale enterprises shall use this simple and effective Cloud Telephony Solution to ensure great customer communications, add-on to support their business team to be productive selves.

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