From delivering customer service improvements to an improved chance of return business, IVR can give companies a real leg up in any field.
History of IVR
During 70s, IVR was firstly developed and it was linked to an inventory-controlled database for Internal uses. Basic IVR only came out in the 1990s due to the limitations of digital technology at the time.
What is IVR
IVR (Interactive Voice Response) technology allows callers to interact with a computerized voice system via touch-tone or speech recognition. Here's how it works:
- The caller dials a phone number that is connected to an IVR system.
- The IVR system answers the call and greets the caller with a pre-recorded message.
- The caller is given instructions on how to interact with the system, either by pressing the corresponding number on their phone keypad.
- The IVR system then uses voice recognition technology to interpret the caller's response or uses touch-tone input to recognize the keypad entry.
Based on the caller's input, the IVR system provides relevant information.
- The IVR system can transfer the caller to a live operator.
Overall, IVR technology streamlines customer interactions and reduces the workload on customer service representatives. It can also help companies save money by automating routine tasks and providing 24/7 customer support.
Benefits of IVR
There are many essential benefits of IVR Services or IVR Systems that you should know about. Here are some of the key benefits:
- Personalization: IVR systems can be programmed to recognize a customer's caller ID or account number, which can provide a more personalized experience and save time.
- Scalability: IVR systems can handle a large volume of calls simultaneously, which can help businesses scale their customer service operations as needed.
- Efficiency: IVR systems can quickly route calls to the appropriate department or representative, which can improve response times and reduce call handling time.
- Cost savings: IVR systems can reduce the workload on customer service representatives, which can help businesses save money on staffing costs and increase efficiency.
- Convenience: IVR systems can provide customers with 24/7 self-service options, which can be more convenient than waiting for a live operator during business hours.
- Improved customer service: IVR systems can provide customers with quick access to information, such as account balances or product details, without having to wait on hold or speak to a live operator.
Overall, IVR systems can improve the customer experience, reduce costs, and increase efficiency for businesses of all sizes.
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