Businesses of all kinds use IVRs to automate interactions with callers. They can be used to save your business time and money by taking over interactions that can be automated, which in turn frees up agents to focus on more important customer interactions.
IVRs can also be used to improve your customer service by streamlining calls and ensuring that customers are always routed to the correct destination, whether that’s to a specific department, an agent, or an external destination.
Say you provide your customers with a phone number they can call to learn more about your products. Before transferring them to an agent, you might want to determine which product they’re interested in.
One solution is to design an IVR that presents callers with a recording that describes the different products and then prompts callers to choose a product or product category. Based on callers’ input, the IVR can then present them with information regarding their choice, prompt them for additional input, transfer the calls, or simply end the calls.
In addition to using input to determine the pathway of a call, IVRs can also record information communicated verbally by the caller. These recordings can be saved individually or collectively and accessed later.
Some businesses might want to use IVRs to create a 24/7 customer service line without hiring new agents. An IVR could allow customers to double-check information about their accounts or edit their account details.
Overall, IVRs are useful both for determining where calls need to be transferred and for gathering information from callers. However, keep in mind that a physical agent using a script can offer more possibilities for retrieving information. Depending on your needs, you might want to use an IVR to determine the pathways calls need to take and then transfer those calls to an agent with a script. You might also want to transfer calls from an agent to an IVR for something like a customer satisfaction survey.