The Benefits of Using IVR Voice Recording Software

R unning a business comes with the high stakes of pleasing your customers, and that means you must resolve their queries as quickly as possible. In a survey, 87% of the respondents said that they want client support that is prompt from the businesses they consume from. An easy way to do that is to make use of IVR voice recording software.

What Is IVR?

IVR stands for Interactive Voice Response. You know when you call customer service and a recorded line asks you to press 1 to talk to a representative or press 0 to lodge a complaint, so on and so forth? Depending on your input you are connected to a live person on the other end who can help you with your query. This process is known as IVR.

Software that helps you record for IVR is known as IVR recording software. But what are the benefits of using an IVR voice recording software?

1. Reduced Cost for the Customer

Not only is it cheaper for the customer, but it's also cheaper for businesses. So if you run an SME or even a large-scale business, IVR can significantly help cut down costs. It is a one-time investment and the return is more than worth it. By the use of IVR, you will not have to employ a receptionist to route calls to specific departments because IVR will do it for you. Also, IVR voice recording software is a one-time investment whereas a receptionist is someone you would have to pay every month.

2. Reduced Cost for the Business

Not only is it cheaper for the customer, it's also cheaper for businesses. So if you run an SME or even a large-scale business, IVR can significantly help cut down costs. It is a one time investment and the return is more than worth it. By the use of IVR you will not have to employ a receptionist to route calls to specific departments because IVR will do it for you. Also, IVR voice recording software is a one time investment whereas a receptionist is someone you would have to pay every month.

3. Saves Time

This is possibly the best feature IVR offers. Customers have a lot of queries and they want all of them answered immediately. IVR offers unlimited incoming calls meaning it doesn't matter how many people call your helpline, they will all be connected to IVR. With built-in options and custom menus, customers can easily find the information they need or immediately have their complaints forwarded to the right department.

4. Improved Customer Journey

Normally, IVR systems have a negative reputation amongst customers. This is because previously IVR systems have had super complicated structures with a lot of clunky and bulky designs that can often annoy customers instead of soothing them during their time of frustration.

However, newer technology is tackling this problem wonderfully. New recordings provide effective and impactful self-service to customers which aptly represents the brand of the organization that they've contacted.  Moreover, if the client needs to talk with an operator, the data is smoothly exchanged and delivered to the appropriate person who can address the inquiry properly. This promotes efficiency while lowering the caller’s frustration.

5. Customer Satisfaction Analytics

If accurate Customer Satisfaction (CSAT) numbers are critical to your firm, an IVR poll after each contact will aid in obtaining accurate satisfaction levels. These scores might aid in training low-scoring employees to be better, or incentive initiatives for high-scoring employees.

6. Eliminate the Need for an Operator

Enriching the process of being on hold is another method to boost customer happiness and prevent hang-ups and dropped calls. Virtual assistants may help to manage IVR call-back demands and issue wait time alerts. A system without agents can give extra self-service options, nullifying the requirement to talk with an operator entirely.

7. Prioritize Calls According to the Customer

You can use IVR to rank calls depending on the value of the customer who calls. For example, when a customer has high value and calls you, you can optimize your IVR to connect them with the operator that is best suited to their needs. However, if all of your operators are unavailable at that particular moment, your high-value customer will be moved to the head of the general queue of customers. You and your team will never have to lose a customer with high value due to slow response time or bad customer service.

So now that you are aware of the benefits of using IVR voice recording software, make sure to employ it with optimum personalization to cater to both your brand image and your customers so that you can enhance your relationship with the people who keep your business running.

• This post is tagged in:

• software
• customer service
• call center
• ivr
• voice recording