IVR (Interactive Voice Response)

At 2 a.m., your customer is stuck with a problem and immediately needs a customer care executive.

The user searches a number online, dials it and gets disappointed hearing the next few words ‘We regret to inform you that we are not available after 5 p.m.

The amount of frustration that the customer experiences at that time will decide their relationship with your services.

On the other hand, imagine someone calls your competitor. And, they hear a voice saying ‘press 1 for admin related query, press 2 for…

Even if the issue doesn’t get resolved immediately, they will feel satisfied that they are being heard.

The difference between you and your competitor is this – They are using a good IVR system to accept more calls while you are relying on traditional methods. Hence, their customer satisfaction levels are much more than yours.

Before moving ahead, I know you might be thinking, what is IVR? Well, it stands for Interactive Voice Response.

Let’s put forward the most basic definition of Interactive Voice Response:


What Is IVR?

IVR uses DTMF (Dual-tone Multifrequency) tones to connect humans with a phone through written or verbal commands.

As a dialer, you can make online transactions, resolve an issue, look for information or directly talk to a customer care executive.

It is clear from the definition that IVR gives you the freedom to reduce or eliminate the need for a human operator.


From more than 8,000 customer journeys, Gartner found 70% of customers are using self-service channels during their resolution journey.


IVR is definitely at the top of the self-service customer model. Let’s explore more use cases of IVR.


What Are The Most Common Use Cases Of IVR?

From a streamlined customer experience to an online survey, IVR is nearly everywhere.

IVR system can help your call centre in

  • Exploring the initial journey of a caller

  • Evaluating the call routing

  • Analysing the call centre metrics (number of people attended in one hour)

  • Making changes, reviewing, and comparing them against the precious system every day

  • Updating feedback weekly/monthly from your front liners

All these points mentioned above can be used to your advantage easily. Below are the 7 benefits of IVR that will make your business shift from a company name to an established brand.

Read more to find out.


7 Benefits of IVR to Upscale Your Brand or Business


1. Personalise the Brand or Business

You can easily personalize the complete customer journey from start to the end by using relevant customer data. The most efficient way to do this is through IVR. It has all the data to pre-qualify callers. If the call’s purpose is known before, it saves a lot of effort to convince the user that their issues will be resolved.

Have a look at the top reasons for proactive customer services as stated by Gartner:

Personalise the Brand or Business

As you can see, resolving an issue is the most selected reason for proactive service. So, there must be no second thoughts about adopting IVR.


2. Save Hours For Your Customers

Customers are looking for automation every single day. They want to complete the same task in less time. The best part is that the call centres have been quick to accept this transition. They are now equipped with a well-established IVR service. This doesn’t only reduce the total time spent talking to a customer but brings it down to almost zero.


For a mobile app:

You can also use APIs to increase your customer engagement levels. For example, you can integrate your voice calls with your technical knowledge base. This assures that the customers get the information they need in the app itself without being redirected from one person to another.

Go-Jek uses this feature to increase customer satisfaction by enabling calls within the app (keeping the users contact private).


Call routing:

With IVR, you can send the call directly to the concerned department. Also, if your automatic commands are smart enough, you can divert the user to the right person in the team.

This will avoid multiple call routes and create professionalism.

Sometimes, the volume of calls received suddenly increases in a day and there are chances of chaos. With a well-functioning system in place, you can sit down and relax.


3. Collect A Dozen Customer Feedback

You must have picked up calls asking to press ‘1’ if you were satisfied with your last service experience.

It can be as simple as evaluating the satisfaction for the service they received and asking for suggestions to improve.

While online surveys usually generate a response rate of about 5%, email has a response rate of 9.3%. On the other hand, IVR surveys have the best response rate. This means 70% of those who say they will participate, really do.


4. Be Available For Your Customers At Any Given Time

It’s almost impossible to operate beyond the business hours if you depend completely on human labour.

Imagine a situation when the customer is stuck with something urgent at an odd hour. He/she immediately wants to talk to customer care. Even if the issue can’t be resolved overnight, it might help the person enjoy a sound sleep.

You can’t accomplish this with a manual process. Here, IVR comes into the picture.


5. Improve Customer Retention

Every call centre has a list of high-value customers who have been providing great business for a long time.

So, you can leverage IVR to send these calls to the best customer care executives in your team.

Not only this, but you can also remove them from the waitlist immediately and take these calls first.


6. Enhance Customer Relationship

Every single part of customer experience ultimately helps you in building along lasting customer relationship.

Through IVR, you can set up certain algorithms that will assure a great customer experience.

Listing down a few here:

  • Provide a clear option for the user to talk directly with an agent

  • Make the IVR process as simple as talking to a customer care rep.

  • Main menu should be made extremely simple to navigate.

  • There must be an option for a non-primary language at the end of the main menu

  • ‘This call is getting recorded for quality assurance purposes’ should be only told when necessary.

These are little details that add to the credibility of your contact centre.


7. Reduce The Costs Drastically

“Live channels such as phone, live chat and email cost an averageof $8.01 per contact, while self-service channels such as company-runwebsites and mobile apps cost about $0.10 per contact.” –The 2019 Gartner Customer Service and Support Leader Poll

Mostly, you don’t need an executive to answer the most basic (but crucial) questions for your customers. It’s more like making them more self-sufficient.

With suitable algorithms doing the work, users can get their answer by simply typing a few keys on their phone. This will make the user feel more independent and increase their chances of calling again.

Tell me, who doesn’t want a seamless experience?

We all do.


Next Steps for Your Contact Centre

All these benefits will influence your brand only after they are implemented.

Step 1 – List down the biggest problems your customers and team members are facing currently. For example, complex customer care processes can be a user problem. And, increased working hours and less productivity can be a team problem.

Step 2 – Next, find out a tool that automates a huge part of your customer care process. This way, you’ll have a single solution for your customers as well as team members.

Step 3 – For a contact centre, you need to search a cloud-based system that supports voice calls from all your devices.

Step 4 – Ensure that the system is compatible with common CRM platforms like HubSpot, Salesforce, Office 365 etc.

That’s it.

In case you have already made up your mind to explore such a system, you can check out this one – Make voice calls from any device.

You can also reach us anytime here and we can help you find a suitable solution.

Thanks for reading. You can find more of such articles on our blog. Happy surfing!


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