Kristine Adams, VP Operations
Did you know that you can save up to 20% of your customer service fees by creating better self help and service menus? You can add your policies and return addresses, etc. This will make it so your self service clientele will easily find what they’re looking for in an efficient and quick manner. Plus, it’s a fraction of the cost to run an IVR switch compared to live agent time. Don’t get me wrong, I’m not saying it can replace a quality live agent, but you can really cinch down costs by offering an effective and streamlined self service menu.
We’ve all gotten lost in an IVR system or stuck on “perma-hold.” But interactive voice response (IVR) systems are improving along with the technology available to small business. IVR systems allow customers to interact with your company via a computerized response system. While there are significant costs to implement IVR, you can save time and money fulfilling simple requests such as company hours, driving directions or simple technical support solutions. IVR Systems can help your business:
Save time — staff normally assigned to answer questions can attend to other tasks or answer more calls with greater efficiency. Freeing the team to assist with more pressing or more important issues only improves response time and customer experience.
Save money — time is money, and time saved handling easily answered questions equals a higher rate of efficiency and keeps your agents working on higher level issues.
Increase customer convenience — more elementary questions and streamlined call routing are handled electronically.
Provide intelligent responses 24/7 — IVR systems can address customer issues beyond office hours.
What are your business needs?
IVR systems can be as simple as keypad-prompted recordings (to check account balances) or as complex as highly sensitive voice recognition response systems (to locate the appropriate tech support personnel). IVR can be established on site or hosted elsewhere by a service provider.
What are your IVR needs?
Does your business require intensive customer interaction? Do you need a simple call and response system for collections or a political poll or survey, or something more interactive? What’s your budget and what are the key features you need? What is going to simplify your business processes and improve your customer’s experience?
What does it take to do it right?
Experience and know how. The VITAL team has been deploying IVR systems since their invention years ago. You’ll find that no matter how complex your needs may be, there is a solution that will not only improve customer satisfaction, but save you money.