“Happy customers are your biggest advocates and can become your most successful sales team.” Lisa Masiello
Do you know your brand’s inbound and outbound calls could either be driving away your customers or drawing them closer?
According to Marketing Land, 74% of people are inclined to choose a competitor after a negative phone experience. If your business offers services that either require your customers calling you or you calling in response to their request, you need to take advantage of Interactive Voice Response (IVR) system. IVR systems enable you to deliver better customer service and consequently increase ROI.
IVR systems are automated voice menus with voice recognition technology used by business phones to route callers to desired extensions without human assistance, reducing costs and freeing up staff.
IVR systems enable callers to provide voice or text input using their device; they can quickly get feedback to their query or get transferred to an agent when necessary. This provides a unique experience for customers since they not only get the right information but are getting it at the right time.
IVR systems are cheaper to implement compared to live chats and telephone-based customer service. This allows your business save on personnel costs, increase productivity and ensure efficiency. As a result, a higher ROI is guaranteed.
IVR systems, being able to automate the process of reaching out to prospective customers, provides a simplified way to foster lead generation and conversion. You can determine which of your phone leads are ready to buy before pushing to sales.
Whether conducting phone polls, surveys or market campaigns, IVR systems serve as a great means to unveil customers and potential customers’ purchasing preferences, habits, demographics, needs and interests. Having this rich customer data allows for tremendous personalization. These ensure an enjoyable experience for customers while allowing you implement tailor-made decisions.
The IVR system is most times the first interaction a customer has with your company. You can deliver an experience that is specific to your brand and also tailored to your customers’ needs. This is to ensure that your customer’s IVR experience is no different than any other interaction with your brand.
Using an IVR system creates the illusion that your company is so huge that one receptionist couldn’t possibly manage the call volume. For smaller companies, it establishes their business image while for bigger companies it fosters a professional image by maintaining a consistency in customer service and support.
Thinking of stepping up your game with your customer service? Reach us, Sales@Buffer.media for pocket friendly IVR solutions.