If you manage a call center, you know that achieving success is about maintaining a delicate balance. On the one hand, you want to ensure that your team works efficiently with as many clients as possible. On the other hand, you must provide exceptional customer service to retain and develop existing customers while increasing business revenue.
Today, many companies are using an automated self-service technology called an interactive voice response survey system to maintain a successful balance between human interaction and machines. For example, IVR software helps call centers make smart decisions based on client interactions and data.
Call centers may use it to set up a variety of automated self-service and outbound calling capabilities, allowing agents to focus on more complicated requests and consumers who require a higher level of contact.
However, if you’re looking for a method to gather customer feedback, you should consider using interactive voice response phone surveys.
IVR surveys are a great way to get feedback from your consumers because they are quick and easy to complete and provide accurate results. This blog post will discuss the five main benefits of IVR surveys for your business.
What is IVR?
An IVR (automated phone) system uses telephony technology to gather information from callers, understand their purpose for calling, and route them to the best representative on a team. IVR surveys allow call centers to decrease expenses, enhance customer satisfaction, and easily boost company productivity.
An interactive voice response (IVR) survey system is an automated phone feature that allows people to contact a computer via voice or touch-tone dialing. Interactive voice response (IVR) survey technology allows your automated phone system to handle basic interactions with callers without the need for a human operator.
This saves time for both the caller and your representative. An IVR phone system is an automated way of routing calls to the right person. An automated voice (IVR) can help customers navigate a series of menus and options to the right department.
When your consumers reach out to a human voice, they get a customer care representative trained and prepared to address their issues. The voice responses of the IVR survey system are replayed after user input. The responses to customer questions can be either pre-recorded audio files or artificially generated voices.
Also, the system may take calls automatically based on user commands. For example, clients may communicate using the touch-tone keypad or voice dialing. The responses come from voicemails, callback requests, or other related communications (such as email or text alerts).
These features may be used without a live operator guiding the caller. As a result, more time is available for professional customer service reps to focus on other activities such as call routing, and fewer people are required to handle issues.
IVR System Features
Several features may be added to your IVR system automated phone survey to improve customer satisfaction and increase organizational performance.
The typical function of the IVR automated phone survey system is to direct callers to the agents who can assist them with their issues through voice recognition or a dial pad. However, IVR technologies have a lot of potential features beyond that:
It’s possible to use IVR survey systems that support multiple languages. For example, if you live where the English language is not widely spoken, this function will be useful to you.
If you work with many customers from various countries with varying languages, IVR tech can divide the lines by language, so they are not mixed up. In addition, clients who converse in their native language are more at ease, and anything might not be misunderstood or misinterpreted.
Offering a Callback
IVR technology has a great feature for high-volume times, where it will offer callers a callback, so they don’t have to hold for a long period. This enhances the customer service experience overall.
This will allow organization reps to get much-needed stress relief and fully serve their clients. In addition, the IVR software allows reps to return calls at a less busy time by sending the callers’ phone number and preferred date and hour to reps.
Asking for a Customer Feedback
IVR technologies can also evaluate client pleasure by asking about their thoughts or feelings following a service. IVR software can send consumer surveys and efficiently transfer the data back to the call center.
Because there are so many incoming calls, IVR (automated voice) surveys may be used to gather data on inquiries for further study and system development. IVR (automated voice) surveys can also extract critical business intelligence from data.
In addition to listing menu options, you can use your IVR survey software to deliver messages about new offers, updates, changes, or other essential information to your consumers.
An IVR survey software can handle simple tasks without needing an agent. This feature allows agents to focus on more important tasks while the system handles easy inquiries. Even if the IVR menu is pre-recorded, it uses natural language techniques and interacts with clients to offer them the best possible solutions.
Why Would You Use IVR Software Technology?
In the past, when people needed customer service, they would either have to go in person or make phone calls. However, due to new technologies such as interactive voice response (IVR) survey systems and the increased use of FAQs or live chat options on websites, customers may rely less on personal interactions with agents and more on self-service.
This is a significant benefit for consumers. A study found that:
- Nearly 8 in 10 respondents stated that they would rather fix issues on their own instead of needing help from someone else.
- Over half of people would search for answers to their questions online before resorting to customer support.
This survey uncovered two vital patterns that you should take into account while setting up your call center:
- Customers appreciate being able to serve themselves. That is possible through an interactive system like voice over IP (VoIP) that works with IVR (Interactive Voice Response) systems.
- The shift to using digital sources rather than traditional call centers implies that businesses must prioritize digital transformation efforts to stay competitive.
What Does This Imply for Your Business?
When your company frequently receives a high volume of inbound telephone calls, it’s essential to maintain excellent customer service by ensuring telephone calls are managed efficiently. With an interactive voice response survey, you can have exactly that.
Using IVR, call centers can decrease the time spent sorting calls and instead focus on fixing consumers’ problems. An IVR (automated phone call) aids agents in prioritizing client demands.
This IVR software helps the call center to prioritize urgent calls from clients with issues that can be quickly resolved. This enables consumers to get answers more quickly, increasing their overall experience.
How Does an IVR Software Technology Work?
The most basic IVR technologies are extremely cost-effective in saving time and money by reducing the length of calls, which usually necessitates a smaller workforce. However, advanced systems may provide a significantly superior experience for the client. Therefore, there are two major IVR systems: basic and advanced.
Basic IVR Systems
Two components of an IVR enable the computer to understand and process caller requests. Voice recognition is one of the most important technologies, along with Dual-Tone Multi-Frequency signaling (DTMF).
DTMF signaling is inputting sounds into a phone keypad to select certain menu options. This usually happens between the phone and a computer. The touch-tone system allows you to route incoming calls without needing a live operator.
IVR platforms typically have voice recognition capabilities, also known as directed dialogue. As a result, most callers respond verbally to the automated menu rather than pushing buttons.
IVR survey platforms use directed dialogue to enable voice recognition capabilities and allow customers to navigate menus using verbal responses instead of the keypad. For example, the typical IVR menu would allow you to press 3 for billing or say ‘billing.’
Advanced IVR Systems
The more IVR technology advances, the more it enhances sophisticated systems that make customers’ IVR interactions much more natural, quicker, and enjoyable. NLP software is a user-friendly conversational AI.
The computer can comprehend and process entire statements instead of restricting callers to a certain word choice using sophisticated voice recognition technology.
It may help answer open-ended questions since callers like a conversational customer service style that allows them greater flexibility. In addition, it works well because people are more likely to get to the point with the IVR survey, as they typically do.
How Does an Automated Phone Call System Work?
Automated phone call systems are perfect for businesses because they can be used for both inbound and outbound phone calls. Inbound telephone call systems are beneficial since they allow you to record a message tailored to address each customer’s primary pain points.
This way, rather than waiting on hold or speaking with numerous people, every caller can resolve their unique problem without going through the menu options first. Then, if the intended remedy doesn’t work, they can route calls to any available agents.
With an auto-dialer system, you can send a pre-recorded message to anyone on your contact list, so your agents don’t have to make the telephone call.
Here’s how automated phone menu systems operate:
- When consumers call a business’s local or toll-free number, they send a pre-recorded message.
- Customers can select from a list of menu alternatives by selecting the corresponding number, which will either fix their problem or connect them with a live agent.
Other options, such as interactive voice response equipment, allow customers to express their concerns rather than pressing a button.
Outbound calls are the reverse. The automated messaging system makes a telephone call by playing a pre-recorded message or connecting the caller to an agent, depending on the customer’s preferences. If not, the phone will automatically use the “leave a message on voicemail” feature.
These custom phone menu systems can be easily integrated with various third-party applications to provide a seamless customer experience. For example, you can connect your opt-in form to CRM software to better manage and understand your leads.
Interactive Voice Response Benefits
An interactive voice response, or IVR survey software, is a computerized voice response system that answers incoming calls, determines the purpose of the telephone call, and aids the caller. It offers self-service options for customers who wish to complete a task independently or put calls in the proper department.
Incorporating an IVR phone system into your organization processes can save time and money and enhance customer satisfaction and experience. However, the following are the advantages you unlock by implementing IVR survey solutions in your call center:
Better Customer Service
A firm cannot survive without customers. Thus, providing a great customer experience is critical. According to several studies, many clients prefer to address their issues over the phone rather than in person. Therefore, interactive voice response systems give the appearance of more significant consideration.
IVR systems are beneficial because they provide customers with quick responses to common questions. A good IVR (automated phone call) flow responds promptly and knowledgeably, leading customers through an easy-to-navigate menu to the department that can best address their concerns.
This implies answering a call on the first ring, reducing customer wait and call volume while saving client and operation time. In addition, the likelihood of fixing the problem during the initial call is higher when speaking with someone who truly understands what they’re doing and can offer a solution.
Routing callers to the departments or staff members who can best meet their demands saves time by not having to talk with coworkers to obtain or transfer the caller until they get what they need.
Being put on hold or passed from department to department is a major source of customer dissatisfaction, and you want to minimize this as much as possible.
Call routing allows contact center agents to place higher-priority calls, enhancing efficiency and first-call resolution rates. In addition, IVR survey systems enable your organization to manage a high influx of calls without caller frustration from long wait times or over-taxed receptionists.
Improve Company Image
IVR survey technology can still benefit your small firm even if you don’t have a high call volume. An IVR survey gives the impression that your company is big since one receptionist alone cannot handle your call volume. In addition, these systems help foster a professional image by ensuring that call volume and quality standards are met.
More Profits to the Company
The majority of transactions deals are conducted over the phone. While some companies have switched to automated voice systems, many still use human customer service agents. Implementing an IVR survey software can serve as your company’s virtual receptionist and operator, saving you money on labor costs while also freeing up your service team’s time.
This encourages a more efficient way of using your time and resources while still being able to serve your clients’ demands. Furthermore, owing to the IVR survey system’s ability to continue functioning even with high call volumes, you’ll be able to regularly satisfy client demands and achieve customer happiness while increasing retention rates (and thus earnings).
Unlimited Customer Access
IVR survey systems are always accessible to customers since office hours, holidays, and downtime restrict and limit employee availability. In addition, they can contact your call center and interact with your IVR systems outside your operating hours.
This means a customer can receive 24 hours customer service. Although speaking with a customer service representative is still helpful for more detailed inquiries, an IVR system provides 24/7 access to general customer service needs.
Top Tips and Best Practices to Enhance Your IVR (Interactive Voice Response) Survey
Research Your Audience to Find IVR System Optimizations
When creating your company personas, give extra attention to those most likely to use the automation features. This will enable you to address their self-service requirements more efficiently.
Availability on and off Operation Hours
Your main IVR system menu should be accessible at all times, even during non-operation hours. Automating your inbound calls through an IVR can take your customer service to the next level.
The IVR software tech should be comprehensive enough to answer common questions such as customer service hours, store locations, account balances, and shipping information. In addition, having an endpoint for every menu is crucial so customers aren’t left on hold or waiting for a next-day response.
Use a Survey to Enhance Customer IVR Experience
Always be aware of your customer’s thoughts on your IVR satisfaction survey platform to make necessary improvements. With the IVR tech, you can insert a post-call survey to gain useful insights that can be acted upon. This can assist you in determining which aspect of customer service need to be improved.
Lead Your Customers to the Appropriate Team
As an entrepreneur, you want to ensure that your clients are being taken care of promptly and efficiently. This implies that your menu should be limited. To begin, categorize callers into broad categories based on their questions so that your system can route calls to the appropriate departments.
Don’t try to automate difficult transactions; instead, delegate them to qualified reps. This will offer a better client encounter than if they must deal with a robot they believe doesn’t comprehend their issues.
Pay Attention to Customer Feedback
No company may claim to provide a positive customer experience without truly listening to its clients. You may use your IVR phone survey to assist clients in finding answers and obtaining user feedback, as previously stated.
Ending a call with a survey will help you to understand how your team is performing and where improvements can be made. This, in turn, leads to great customer experiences.
Seamless Integration: Ready to Get EnageSPARK’s IVR Surveys for Your Business?
The fact is that not all clients are created equal. Some customers prefer to deal directly with a representative and would be delighted to call you. Even in this situation, IVR surveys still play an essential role. IVR surveys help customers input their questions and guide them to the best representative for the task.
When your clients have a long-lasting, positive experience with your firm, they will continue to use your services and recommend you to others. With engageSPARK, you can connect call center software with cutting-edge IVR technology to create a smooth connection with your customers.
You can design an engageSPARK IVR survey that works precisely for your organization. For example, you may use multi-level menus to give customers greater control and change how calls are routed to multiple departments within your contact center.
What Makes a Great IVR Experience?
IVR surveys are a system that lets customers communicate with businesses without needing to talk to multiple people. This saves time, money, and some other resources for both sides. IVR surveys help companies avoid receiving many phone calls since they send consumers to various departments. IVR survey collects, retains, and analyzes critical data for future market research and development. It provides a plethora of capabilities that may be useful to your organization.
Can Interactive Automated Voice Response Fully Replace Human Interaction?
The IVR software has the ability of voice recognition and the capacity to speak in natural language. Therefore, it can be beneficial in handling straightforward questions from callers. However, not everyone is convinced by this assistant; businesses should always retain personnel who can assist with client interactions.
Why Is Interactive Voice Response Essential?
IVR has high success response rates in resolving first-contact situations because callers are always transferred to the agent or department that is most equipped to meet their demands. As a result, the call will be transferred to a more-experienced agent who is less likely to pass it on.