IVR has become the new frontier which all the business forces want to conquer. IVR has been a part of contact center practices for over a decade now. It has been successful in boosting revenue, bringing cost effectiveness and enhancing customer retention. If you want to win the battle of IVRs then customer centricity is the key. It is the secret weapon that can beat your rivals. Apart from this the IVRs should be easy to integrate. Each year IVR development services are evolving and new refinements are coming into the equation, but this does not mean that the data in your legacy system should be thrown away; it should be easily integrated into the new system. Modern day IVRs need to be robust, enabling smooth transitioning. Apart from this the businesses should keep on monitoring the effectiveness of their system. There is no point in staying in the dark, when there are rivals looking to capitalize on each and every slip up.
As IVR system is the first interaction a customer has with the brand so the clients are not taking this technology lightly. The personality of the IVR can have a big bearing on the experiences of customers. A poorly executed IVR can turn off the customers, some of whom will never return to make any purchases with the brand. Modern IVR development should always focus on ease of use. It should be easy to use and lead the customers where they want to go without much hassles. On the other end IVRs are seen as a relief for the call center agents. The technology makes sure that the agents do not have to go on repeating the same information over and over again. IVR development can be as simple as broadcasting the audio information tree, where the customers are guided by pre-recorded messages. Or it can be as complex as providing personalized treatment to the callers with the help of speech recognition menus. But what are the other features brands are looking for in their IVR systems and the IVR development services have to oblige:
Call Routing
Call routing based on the agent skills is one of the foremost features brands are looking for. When a process is very popular, there are hundreds of calls coming in. The agents might not always be free to attend the live calls. This is where the IVR allows the customer to wait, while making their choices and listening to useful information. As soon as an agent with the required skills is ready to take the next call, the call is routed. This is the basic feature and importance of IVRs.
Out of Hours Support
There are many brands that offer customer support in the usual office hours. What happens if a customer calls when the brand has already closed shop? Do not worry; the IVR system has capability of taking the call and recording the grievances of customers. When the agents return back next day, they can call back the customer and offer the solution required.
Data Collection
Well-designed IVRs can aid the brands in getting feedback or collecting any other information from their customers. Many brands are now engaging in a customer service ploy of asking for feedback immediately after a customer support call ends. This can be easily done with the help of IVR systems. The customers can dial their preferences and it will be analyzed by the management. Apart from this, IVRs with ideal options negate the use of agents in a survey process. There are many IVRs which provide ideal coverage to the survey campaigns.
Speech Recognition Technology
Modern customers crave for personalized interactions. They want to be valued for their association. This is where the pre-built speech recognition technology helps immensely in IVR. Speech recognition technology helps in post code, name and address capture. The agents can quickly search for data related to the customer and start a personalized conversation. Often the IVRs are so strong that they inform the name of the caller as soon as a call enters the network. This helps in speeding up the process.
Futuristic Vision
When a brand invests in any technology they want it to serve good in the long run. This is why the call of business owners is for a robust and futuristic IVR system. IVR development services should look to give clients their money’s worth by using technology or tools that will not die down anytime soon. It calls for a proactive development which takes into account the present trends and the future prospects.
IVR is an important technology in the times when the business owners are facing stiff competition for each and every new sale. The developers for their part should offer a solution that is scalable and comes with a range of user friendly features.