IVR 101: What Every Business Owner Needs to Know

Interactive Voice Response, or IVR, is a communications technology in use for almost five decades. IVR technology has advanced to become an essential element of any company’s customer communication strategy. IVR saves time, streamlines customer interactions, and ultimately, increases revenue. However, business owners should learn about the technology and consider all pros and cons to decide if IVR is the right choice for you.

IVR 101: What Every Business Owner Needs to KnowWhat is IVR technology, and how does it work?

IVR technology enables businesses to create automated voice menus that help customers reach the right department or person promptly. When a customer calls, the IVR welcomes them with a prerecorded message, offers options to choose from, and guides them through the rest of the call. The IVR system routes the callers to the correct department or agent, eliminating unnecessary wait time and increasing productivity. IVR systems can also provide answers to questions automatically such as bank account balance or order status.

What are the benefits of IVR integration into my business communications?

  • IVR can improve customer satisfaction.

IVR systems can provide customers with a faster and more efficient way to get the help they need. By allowing customers to self-serve, IVR shows customers their time is valuable by quickly and seamlessly providing information or routing calls to the appropriate agent, reducing wait times, and improving overall satisfaction.

  • IVR can save you money.

IVR systems can help businesses to reduce their customer service costs by automating routine tasks and reducing the need for live agents. IVR also saves valuable resources by increasing efficiency. IVR systems can help businesses to improve the efficiency of their customer service operations by routing calls to the appropriate departments and agents.

  • IVR greatly improves data collection.

IVR systems can be used to collect valuable data about customer interactions, such as the most common call types and the average time to resolution. This data can be used to improve the customer experience and identify areas for improvement.

  • IVR is available 24/7.

IVR systems can operate around the clock, ensuring that customers can interact with your business at any time. This is particularly valuable for businesses that need to provide support or information outside of regular business hours.

  • IVR is scalable.

IVR systems can easily scale with your business. You can add or modify prompts and options as your business grows or changes, making it adaptable to your evolving needs.

In addition to these general benefits, IVR systems can also offer specific advantages for businesses in certain industries. For example, IVR systems can be used by banks to allow customers to check their balances, transfer money, and pay bills. IVR systems can also be used by airlines to allow passengers to book flights, check in for flights, and change their reservations.

There are important aspects to consider before implementing IVR technology. Poorly designed or overly complex IVR systems can frustrate customers, leading to a negative perception of your business. It’s essential to design the system with user-friendliness in mind. Some customers prefer speaking to a human agent for more personalized assistance. If your IVR system doesn’t effectively handle inquiries or transfer calls, it can lead to dissatisfaction. This is especially important if your customer base is an older generation unfamiliar with technology, Finally, implementing and maintaining an IVR system can require a significant upfront investment in both technology and design. Ongoing maintenance and updates are also necessary.

IVR Technology offers businesses many benefits,
and its technology is highly adaptable
and customizable to fit the needs of different industries.

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