¿Qué es un IVR y cuales son los beneficios de implementarlo? • iKono Telecomunicaciones

Call Center, Communication, Customer Experience, Innovation, Technology

What is an IVR and what are the benefits of implementing one?

An IVR (Interactive Voice Response) refers to a customer service system that uses voice menus, which can be customized and run in real time during a call.

This allows customers to contact our company by selecting various service options simply by pressing certain keys on their phone, and according to these selected options, we can provide a response or take appropriate action until we deliver a solution to the customer's need.

Based on the above, we can identify that the IVR is the gateway to a company, from where the customer can access the spaces where they will find answers to their needs.

If the customer does not find the answer they are looking for in the menu provided, the call will be transferred to a
company employee, who will be responsible for directing the request and delivering a solution or making a sale.

Understanding the customer journey is a vital part of this process, as it helps us provide information about what they are looking for and how we can facilitate the process of delivering a solution.

A proper IVR should be:

Dynamic: An IVR should be a fast, efficient system configured with the information needed to deliver solutions to customers with the fewest possible interactions.

Flexibility: Change is a common factor in our daily operations, so the interactive voice response must be ready to adapt to change at any time, whether because new extensions arise, because the market changes, or because time has rendered our previous system obsolete.

The IVR should be personalized and reflect the company's value proposition. At iKono, we have clients who require these constant changes, so the system and process must always meet their needs.

Personalization/institutionalization: Having a consistent brand identity in your communications will give you a more professional image and inspire greater confidence in your customers.

Among the many benefits that implementing a suitable IVR can bring you are the following:

Save your customers time: Patience isn't a common virtue among our customers, as they can easily lose it. Therefore, we must avoid subjecting them to menus with long or difficult-to-understand options. Fortunately, one of the benefits of IVR systems is that they allow you to create a menu tailored to your needs and customer expectations.

Additionally, dropped calls and abandoned calls are minimized when this system is implemented. If you have a callback module, customers will have the option of a callback if their wait time is too long. Finally, you'll have an IVR system that will allow you to guide customers, suppliers, and other people who contact your company to the service agent best suited to their needs, guaranteeing an optimal response at all times.

Providing agents with tools to maximize their performance: Having an efficient IVR can improve the experience of both your internal and external customers, as it maximizes the effectiveness and promptness of service.

In addition, it will place your agents in the fields where they have the most knowledge and the calls they handle correspond to requests related to this knowledge, which will facilitate the response and give the agent greater confidence.

Lower costs in your Call Center: It is important to emphasize that an IVR can help reduce costs in your call center, as it avoids wasted time, ensures that the call is routed correctly according to the request, and can even provide a response to the customer within the IVR itself.

All this without needing to contact an agent, reducing the time spent on telephone communication.

In conclusion, from these points we can deduce that for a properly implemented IVR, it is important to keep in mind that it must be dynamic, flexible, and personalized. If you have these qualities, it is very likely that your internal and external clients will obtain greater benefits and feel more valued, creating better service experiences.

Fountain: https://interfono.com/ivr-por-que-es-tan-importante-en-tu-contacto-con-elcliente/