Why You Need IVR
Are you a company overwhelmed with your workload, not sure how to increase effectiveness? Or a small workforce that wants to improve the productivity of each member of your team? Improving team performance and effectiveness, which correlates direcly with increased productivity is a desired goal, no matter the size of your company.
It is vital not to let your team increase productivity by sacrificing efficiency.
Among the various methods to improve business operations, one key component is communication. What better way to improve communication in your business than by improving your phone system? With IVR, or Interactive Voice Response (IVR), on your PBX cloud, learn how to boost your team’s performance!
What is IVR
IVR (Interactive Voice Response) is a function that automatically provides guidance to incoming calls from customers with voice guidance prepared in advance.
For example, have you ever heard an automated voice guidance such as, “To continue in Spanish, press one, To continue in English, press two. To reach the general affairs department, press three.” when you call a client or a manufacturer to inquire about a product you are considering? This voice guidance function is called IVR.
By implementing IVR, it is possible to handle a large volume of calls, allowing companies to scale their customer service operations as their business grows. Additionally, it can handle multiple inquiries simultaneously, 24 hours a day/365 days a year; reducing wait times and increasing customer satisfaction.. It is a popular feature not only for large corporations, but also for small and medium-sized businesses and sole proprietors, as it allows them to take only the minimum number of calls while the IVR handles the rest.
IVR’s Main Functions and Their Benefits
The following is a description of the three main functions and benefits of IVR: Automatic Voice Guidance, Creation of Incoming Call Flow, and Call Forwarding.
1. Automatic Voice Guidance
Automatic voice guidance is a function that directs customers to the desired information or department by playing a pre-recorded voice message. By following the voice guidance and pressing according number, customers can smoothly access the information and services they need.
Benefits
- Reduced customer wait time: Reduces customer stress by shortening the time it takes to connect with an operator
- 24/7/365 support: Provides necessary information even after business hours or when operators are not available
- Improved operational efficiency: Reduces operator workload, allowing them to focus on higher priority tasks
2. Creating Incoming Call Flow: Meeting Customer Needs
Incoming call flow is a function to design the flow of customer operations in an IVR system. By branching the process based on the numeric keys entered by the customer, you can tailor the response to the customer’s needs.
Benefits
- Configuration according to business content: Guidance can be configured according to the content of business
- Improves operational efficiency: Guidance content can be concise to improve the customer experience
- Responds to complex inquiries: Allows flexible flow design to meet diverse customer needs
3. Call forwarding feature
The call forwarding feature automatically routes incoming calls to the appropriate person or department based on the customer’s selection or voice recognition results. The customer simply follows the voice guidance and presses a numeric key to be smoothly connected to the required person.
Benefits
- Consolidation of phone numbers: Calls can be automatically forwarded from a single representative number to the appropriate department or person in charge.
- Quick and appropriate response: Improve customer satisfaction by connecting them to the person who best meets their needs.
- 24/7/365 support: Ensures continued customer support by connecting you to the person you need, even after business hours or when operators are not available.
POIs when Implementing IVR
IVR is visibly effective for companies that need to answer the phone, but it is not enough to just implement IVR. It must be designed with a clear understanding of the customer experience. Here are some of the things to keep in mind.
- Avoid complex operations: Guidance should be concise and easy to understand, and operation steps should be kept to a minimum.
- Avoid lengthy voice guidance: Provide necessary information concisely and avoid lengthy voice guidance.
- Clarify how to connect to operators: Provide voice guidance on how to connect to operators.
- Multilingual support: Expand the range of support by providing support in languages other than Japanese, if necessary.
By considering these points before implementation, you can build an effective IVR system that improves customer satisfaction and operational efficiency.
IVR with your Cloud PBX
Not all cloud PBX providers offer IVR. Even if they do, their functions can vary. It is vital when searching for your best match, to clarify the functions you need and select an appropriate provider accordingly.
Once you have selected a provider, implementing IVR in a cloud PBX is easy and inexpensive. Unlike conventional on-premise systems, there is no need to install equipment, which greatly reduces initial costs. Companies using a cloud PBX should immediately implement this system.
IVR Testimonial
For IVR functionality, Cloud PBX CIRCLE is the best choice!
Cloud PBX CIRCLE uses the world’s most reliable communication platform, providing a high level of security and redundancy not possible with open source software. Our services are comprehensive and multi-functional. If you are considering implementing a cloud PBX, switching from a PBX, or considering the IVR functions described in this article, please feel free to contact us.
