How to Use an IVR Number to Improve Customer Service?

Interactive Voice Response (IVR) system is a cloud-based telephonic system that allows users to connect with live agents, enhancing the overall customer experience. Here are some reasons why providing top-notch customer service using IVR is crucial:

Convenience for customers

‍IVR systems can significantly improve the customer experience by providing quick access to live agents. When customers can easily find the information they need or complete routine tasks without waiting for a live agent, they experience convenience and efficiency. This leads to increased customer satisfaction and loyalty.

Effective Call Routing

IVR systems can route calls to the suitable department or representative reducing annoyance and saving time for both consumers and agents.

Cost effectiveness

IVR systems can assist companies in resource optimisation and cost reduction. IVR can handle a sizable volume of customer interactions through automated call routing. This enables companies to focus on difficult or high-value client interactions and deploy their time and effort more effectively.

Improving customer experience assures accessibility and availability, optimising resources, and utilising data that bears outstanding customer experience with IVR services such as Alohaa. Businesses may give effective, cost-effective, and personalised customer service by utilising the capabilities of IVR systems, which will eventually boost customer happiness, brand loyalty, and business success.

Now, let us understand the features that contribute to creating services that boost customer experience.

Key Features and Functionalities of IVR for Customer Service

Automated call routing

Automated IVR call routing are calls initiated to customers or using an IVR system, typically to give pre-recorded messages, conduct surveys, or send notices. IVR outbound calls are a proactive means for companies to efficiently and reliably communicate with a large number of receivers.

Automated IVR call routing operates as follows:

Contact List

The company creates a list of contacts or phone numbers to which they want to reach out. This might be a list of leads, a customer database, or any other relevant contact data.

Call Script

Reminders, promotions, surveys, updates, and any other information that has to be shared with the receivers can be included in these messages.

Call Campaign Setup

The IVR system is configured with the contact list and the corresponding call script. The system will automatically dial the phone numbers from the list and initiate the outbound calls.

Call Disposition

The IVR system can take different actions. For example, it can record the recipient's response, try connecting again if the call is not answered, or update the recipient's information in the business's CRM system.

Automated outbound IVR calls are commonly used in various scenarios, such as appointment reminders, payment reminders, product updates, service notifications, political campaigns, and customer surveys. They provide businesses with a scalable and cost-effective way to communicate with a large number of contacts while maintaining consistency and accuracy in the message delivery.

Call Monitoring

• Listen to customer conversations and make quality checks of your team conversations.
• Better communication with clients to maintain better relations that can help in business growth.
• Download call logs at a click of a button.

SMS

• Receive OTPs for work-related websites and create a login for WhatsApp and create WhatsApp accounts.
• Receive unlimited SMSs.

Agents

• Add unlimited agents to your dashboard whether you have 5 members or 1000 members.
• Make and receive calls from our easy-to-use Cloud call centre.
• Save contacts, and make/receive calls and SMSs from our android app.
• Add unlimited customer contacts in ranks or orders.

Callertunes

• Set up an organisation, department/group or agent-level caller tunes.

Common Challenges and Solutions among businesses that Implement IVR for Customer Service

When it comes to call routing and transfers, there are several potential issues that can arise. However, with careful planning and implementation, many of these issues can be addressed effectively. Here are some common problems and suggestions for resolving them:

Long wait times

Customers may get frustrated if they are kept on hold for extended periods. To address this, monitor call volumes closely.

Insufficient or ineffective routing options

If callers are not routed to the appropriate department or agent, it can lead to frustration and decreased customer satisfaction. Regularly review and update your call routing system to ensure it aligns with your organization's structure and processes.

Lack of agent availability

Ensure that you have enough agents who are well-trained and knowledgeable. Use priority routing to address complex issues effectively without unnecessary transfers.

Inconsistent information transfer

When calls are transferred, it's essential to ensure that all relevant information is passed along to avoid customers having to repeat themselves. Alohaa’s call recording and note section allows agents to keep or make notes to document necessary details enabling them to access and update customer information easily.

Technical issues

Call routing systems can experience technical glitches or outages, leading to dropped calls or misrouted calls. Regularly monitor and test your call routing infrastructure to identify and resolve any technical issues promptly. Alohaa’s team helps you with any technical issues and helps you resolve them quickly.

Lack of feedback and monitoring

Without proper feedback and monitoring, it can be challenging to identify and address call routing issues. Establish call quality monitoring processes to evaluate customer interactions and identify areas for improvement. Encourage agents to provide feedback on the effectiveness of the call routing system and address their concerns or suggestions.

Remember, addressing call routing and transfer issues requires an ongoing commitment to continuous improvement. Regularly analyse data and customer feedback to identify patterns and make necessary adjustments to optimise the call handling process.

Overcoming language and accent barriers for customers in outbound Interactive Voice Response (IVR) calls can be a challenge, but there are several strategies you can employ to improve communication and enhance the customer experience. Here are some suggestions:

Clear and concise prompts

Avoid using complex or technical language that may confuse non-native speakers. 

Reduce background noise

Minimise background noise in the IVR system to improve audio quality and enhance comprehension. Clear audio signals can make it easier for customers to understand the prompts and respond accurately.

Customer feedback and continuous improvement

Collect feedback from customers about their experience with the IVR system. Use this feedback to identify areas for improvement and fine-tune the system with Alohaa’s team of specialists.

Cultural sensitivity:

Help your agents be mindful of cultural differences in greetings, etiquette, and communication styles to ensure a positive customer experience.

Regular testing and monitoring

Regularly test and monitor your IVR system to identify any language or accent-related issues. Conduct quality assurance checks to ensure prompt accuracy, audio clarity, and overall system performance.

A well-designed and customer-centric IVR system such as Alohaa can significantly contribute to overall customer satisfaction, operational efficiency, and cost savings. By focusing on user experience and leveraging automation, businesses can create an IVR system that becomes a valuable asset in delivering exceptional customer service.

Connect with Alohaa and book your free demo today to gain benefits and empower your business.