An interactive voice response system is a telephony technology that allows a customer to communicate with an organization. It facilitates the reception of automated messages that the user can activate by voice or using his telephone keypad. But what is the importance of such a system for a company? Through this article, you will understand the benefits of IVR, so read on.
Facilitating interaction between customers and companies
Generally, when customers or prospects of a company are looking for information about the company or its products and services, they turn to customer service. For more information, click on the following link: https://aircall.io/blog/call-center/interactive-voice-response/. Contact is made by phone or with a dedicated customer support number. However, with the advent of new technologies, especially computers, interactive voice response systems have been implemented. These systems have allowed for the increasing prevalence of online support resources such as FAQs and live chats on company websites. This has reduced the need for personal customer interaction with self-service facilitation. Thus, customers are able to resolve issues themselves without the need for human intervention. Also, customers only call a company's customer service hotline for problems for which they have not found solutions within the companies' digital channels.
Reduced response or resolution time for customer issues
Interactive systems allow for the handling of large numbers of incoming calls with a flow and speed of service, a very important factor for customers. To this end, call centers operate more smoothly with IVR as customer support agents reduce call routing time. In addition, these systems allow companies to focus more on solving customer problems to better satisfy and retain customers. In fact, they help companies triage customer needs by prioritizing calls based on the customers and the urgency of the issues. This speeds up resolution times and improves the customer experience.