Enhance Customer Satisfaction with 24/7 Accessibility

The essential features of an IVR system include the following:

Call routing
An essential part of any IVR system is the ability to route calls to the correct department. Call routing is the hallmark of an interactive voice response system and allows the software to automatically direct inbound calls to live agents or self-service options.

Omnichannel support
Modern IVR systems need to offer menu options and support across multiple channels. This includes text-based support, phone systems, and online customer service support. Essentially, you need to ensure your IVR software works with your entire contact center, not just the phone system.

Reporting and analytics
As with any business phone system, one of the best IVR features is the reporting and analytics suite. Here you can see the call volumes and call flow, and gain insights into customer behavior.

Call queuing
If you don't have a live agent available, having a call queuing system is critical. This means your customers can wait and keep tabs on their queue position with the help of pre-recorded messages. This keeps a handle on call volume and improves the customer experience as they don't have to keep calling back.

Automated callbacks
Some of the best IVR systems include an automated callback feature. Usually, if the call volume is high, the menu options will list a callback option. The IVR software will pull the customer's phone number and schedule them for a callback at a later time that day. This saves customers sitting on hold for hours on end and improves the customer experience and overall call flow.

Automated greetings
When a customer calls it's always nice to be greeted straight away. With a live agent, that's not always possible, but with IVR solutions, customers are always welcomed accordingly, ensuring they've called the right number and can get their call routed as soon as possible.

Cloud-based hosting
Cloud contact center solutions can massively improve the efficiency and scalability of call centers. It reduces in-house technical support and means that the contact center can grow with the business.

Self-service options
If a customer has a routine question, having self-service options is a quick and easy way to deal with queries. You can pre-load IVR prompts for frequently asked questions and services like meter readings, account balances, or tracking updates.

Speech recognition
All the best IVR software has voice recognition technology. It means that you can deal with prompts beyond the keypad menu options. Speech recognition technology allows more personalized service and enables more specific call routing. All in all, this improves the customer journey and speeds up service.

Integration with CRM systems
Whenever you get new business phone systems, you have to make sure they work with your existing CRM systems. Good IVR solutions will integrate with common CRM systems so that your contact center software can work seamlessly with the new IVR service provider.

Call recording
A beneficial IVR feature is call recording. This means you can use the inbound call for training purposes and check all the necessary quality assurances. This is a huge benefit for contact centers looking to improve customer experiences.

Customer identification
Personalization is increasingly important for IVR systems. If a customer has called before or added their phone number to their business account, the IVR technology can pull the customer's data. This can include the customer's name and call history to see if there is an ongoing issue. This is excellent for customer service as it saves the customer going through all their previous information.

Call forwarding
Operating a remote contact center, using multiple contact centers, or just fielding calls outside of business hours? Get an IVR software that includes call forwarding. This way you can have a central business phone system that routes calls to the best available agent no matter if they're in the same call center or even the same country!

Access anytime, anywhere: Customers can access information and self-service options at any time, providing 24/7 service and expanding your business hours.

Automating routine queries and tasks: IVR reduces the need for additional staff, resulting in cost savings for your business, and reduces the need for huge call centers.

Customization options: Some IVR services can offer personalized options, including using the customer's name based on their previous interactions. This creates a more engaging customer experience and contributes to customer satisfaction.

Frees up live agents: With automatic call distribution as the first option for call routing, recurring tasks like bill payments or appointment scheduling can be handled seamlessly through the IVR solution. This frees up live agents for more high-value conversations and complex inbound calls.

Efficiently route calls: IVR systems ensure that calls are directed to the right department or live agent so there are no chances of extra hold times, call queues, or misrouting.

Collect essential information: IVR solutions can gain customer data from callers, such as names, numbers, and basic needs pertinent to the customer journey. This allows businesses to gather valuable insights into customer behaviors and preferences. In turn, these data-driven insights lead to improved customer service overall.

Handle increased call volumes: IVR technology is designed to handle extensive call volume and large numbers of incoming calls. By utilizing IVR software, you can expand your service offerings without a significant increase in customer service representatives.

Improved customer experience: The combination of quick access to information, personalized interactions, and swift problem resolution contributes to a positive customer experience.

As with any contact center solution, you should be mindful of a few IVR best practices.

Short menu options: Keep your menus short. If you're a customer and you have to listen to 10 menu options, by the time you reach the end, you'll have forgotten what the first couple were. Best IVR menu software practice says between 3-6 options, and make sure you prioritize them from most popular to least.

Have a phone tree map: The quickest way to frustrate a customer is to make them go in circles with your IVR menu. Map out a phone tree with the different options, ensuring that the options get more niche as you go through the call journey. Using your business's departments as a guide is always a good way to do this.

Use a human-sounding voice: Even if you are using artificial intelligence, make sure you're utilizing natural language processing. This way, your IVR menus will sound more natural and human. It will sound like a human has pre-recorded these options rather than a text-to-speech option. Hearing a human voice will often make customers more receptive than a robotic one.

Use clear, concise language: Keep in mind that people from all walks of life can call your business. Use clear and concise language for your menus, making it easy for customers to choose the right option for them. You don't want to alienate callers before they've even reached an agent.

Have multiple languages: Especially if you're an international business, opt for an IVR solution or application that enables multiple languages. You can use the call routing features to send calls in certain languages to multiple contact centers around the world where customers can be understood in their primary language. You should also test your speech recognition technology with multiple accents for ultimate efficiency.

Consider security options: You can use speech recognition tools to pass security checks within your IVR application. This means that the live agent doesn't have to start the call with a series of security questions and can instead get straight into sorting out the problem.

IVR software improves customer satisfaction by reducing call waiting times, offering self-service options that are quick and efficient, and allowing businesses to route calls to the correct department in a timely manner. All of these aspects improve the customer experience and contribute to positive reviews of the brand.