Industry trends indicate a double-digit IVR abandonment in many environments. That’s real money leaking out of your funnel, and a brand hit your agents can’t talk tackle. Customer expectations, meanwhile, keep sprinting ahead.  

People want to say what they need in their own words and get an immediate, accurate response, without memorizing a phone tree. UX research is blunt about it: phone-tree menus impose cognitive load that rarely matches a caller’s intent. This forces detours and callers often spend close to a minute just “navigating the IVR.” 

Enter AI voice bots.  

Instead of “Pressing 2 for billing,” callers can now simply say, “What’s the status of my payment?”.  When done well, they reduce inbound load materially and speed time-to-resolution, without squeezing the human element. 

Let’s understand the difference between ivr vs voicebot and the impact each has on customer experience. 

What is IVR?  

Interactive Voice Response (IVR) is an automated phone system that engages callers using spoken prompts and keypad tones. It steers people to the information or service they need by combining pre-recorded messages, speech recognition, and dynamic menus. 

What IVR can do: 

• Answer and route incoming calls to the right destination 
• Enable self-service flows (balances, order status, FAQs) 
• Capture caller inputs and details 
• Connect to CRMs/databases to deliver personalized responses 

Think of IVR as a digital receptionist: it takes care of routine requests and passes complex issues to the best-fit human agent.  

How Does IVR Work?

Let’s walk through a basic IVR call flow using a simple example. 

Imagine a customer calls their bank to check their account balance. The IVR system answers the call with a greeting and may then prompt the caller to choose a preferred language. 

Next, it offers a menu of options such as checking account balances, making a transfer, or speaking with a customer service representative. The caller can press a number on their keypad. Based on this input, the IVR system processes the request and routes the call accordingly. 

That’s the customer-facing side.  

Now, let’s take a look at what’s happening behind the scenes: 

Step 1: Caller Interaction and Menu Navigation 

When a customer calls a company, they’re greeted by an IVR system, which is part of the company’s automatic call distribution (ACD) setup. This system provides a welcome message and a menu, which may have multiple layers. 

Step 2: Call Routing 

Once the caller selects an option, the IVR routes the call based on your configuration. This could include: 

• Live representative: The call goes directly to an agent in the appropriate department. 
• Automated services: The IVR handles tasks like checking account balances, paying bills, or scheduling appointments. 
• Information access: The system pulls data from databases to provide callers with information such as store hours or product details. 

Step 3. Error Handling 

If a caller selects an invalid option or needs help, the IVR can guide them with options such as: 

• Press 9 to hear the menu again. 
• Automatically repeat the menu if no input is detected. 
• Press # to speak to an agent. 

If a customer becomes stuck in a self-service loop, the system can automatically escalate the call to a live agent for assistance. 

Step 4: Analytics and Reporting 

Modern IVR solutions track caller activity, whether handled by automation or live agents. They collect data on things like call volume, resolution time, and customer satisfaction. This information is then used to improve the system and enhance the customer experience. 

What is an AI Voicebot? 

AI voicebots are advanced customer service tools that use artificial intelligence and natural language processing (NLP) to hold real-time conversations with users. Unlike traditional systems that rely on fixed menus, voicebots understand the intent behind spoken queries and respond accordingly. This helps them create a more fluid and intuitive customer experience. 

What AI voice bot can do 

• Understand and respond to natural, conversational language in real time. 
• Handle customer queries like checking balances, booking appointments, or answering FAQs. 
• Route calls intelligently based on user intent without rigid menu navigation. 
• Provide 24/7 support, reducing wait times and improving customer satisfaction. 
• Learn from past interactions to deliver personalized and context-aware responses. 

How Does an AI Voicebot Work? 

While AI voice bots may sound like magic to the end user, there’s a sophisticated process happening in the background that powers every interaction. Here’s a breakdown of the key steps that make real-time, intelligent voice conversations possible: 

Step 1: Voice Recognition (ASR) 

The process begins when the caller speaks. The AI voice bot uses Automatic Speech Recognition (ASR) or voice streaming technology to convert spoken words into text that the system can understand. 

Step 2: Intent Detection (NLU) 

Once the speech is transcribed, Natural Language Understanding (NLU) kicks in. It analyzes the text to determine the user’s intent and extracts any relevant details like names, dates, or account numbers. 

Step 3: Response Generation 

Based on the identified intent, the bot selects or generates the appropriate response. This could be a simple answer, a follow-up question, or even triggering an action like checking a database or booking a service. 

Step 4: Text-to-Speech (TTS) 

The selected response is then converted back into speech using Text-to-Speech (TTS) technology, allowing the bot to “talk” to the caller in a natural, human-like voice. 

Step 5: Continuous Learning and Optimization 

Behind the scenes, the system continuously learns from each interaction. With the help of machine learning, the voice bot becomes smarter over time. It improves accuracy, understands different accents, and delivers more personalized experiences. 

IVR vs Voicebot: What’s the Real Difference? 

Most contact centers still rely on IVR trees: “Press 1 for Sales, 2 for Support.” While familiar, they don’t reflect how customers actually want to communicate. Voicebots remove those rigid layers and replace them with natural conversation. 

Let’s learn more about AI Voicebots vs IVRs: 

In short, IVR was built to deflect calls. Voicebots are built to elevate conversations. 

Still unsure which is better for your business—IVR or VoiceBot?

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How Voicebots Are Reviving Contact Centers? 

Traditional IVR systems were built to reduce call load. But in practice, they often frustrate more than they help. Customers bounce between rigid menus, repeat inputs, and still end up waiting for an agent. In fact, research shows that only 14% of customer issues are fully resolved through self-service options like IVR.   

That leaves contact centers shouldering higher volumes, while customers leave the interaction dissatisfied. 

Voicebots are changing this reality. They are powered by speech recognition, natural language understanding, and machine learning. So, they let customers explain their issue in plain language, without listening to menu trees or punching digits on a keypad. This shift is delivering measurable business impact across industries: 

The message is clear: voicebots are not futuristic nice-to-have. They are already cutting costs, improving CSAT, and modernizing customer journeys in ways traditional IVR never could. 

IVR vs Voicebot: The Choice is Clear 

The limitations of traditional IVR systems are becoming increasingly evident. Clunky phone trees, long wait times, and repetitive interactions frustrate users and drive up operational costs.  

AI-powered voicebots offer a compelling alternative. They engage callers in natural, intuitive conversations, resolve queries faster, and significantly improve customer satisfaction. They don’t just deflect calls; they enhance every interaction. 

Acefone’s intelligent voice solutions are designed to help you transition from outdated IVRs to dynamic AI-driven support. If you’re ready to transform your contact center experience, we are here to make it happen. 

The post IVR vs VoiceBot: Which One Should You Choose? appeared first on Blog | Acefone.

With over 214 million businesses worldwide, customers have the power to buy from anywhere, anytime. The only way you can stand out from the crowd is by offering flawless customer service.

In fact, a study by Forbes states that 84% of the people surveyed believe AI can help them gain a competitive advantage and sustain better.

All buyers can be broadly categorised into four types: prospective customers, current customers, customers who have been loyal and former customers. To design an inclusive and holistic customer service model, strengthening customer experience is necessary.

Turning prospects and current customers into loyal buyers needs time, effort and attention. Your vision can come to life with technological solutions like Interactive Voice Response (IVR).

Inbound and outbound IVR calling comes with features that let companies engage with all four kinds of buyers.

How do IVR services help?

Customers today demand instant solutions to all their concerns, and if you fail to do so, they quickly move to the next company they find on the Internet.

This is where IVR comes to your rescue.

An Interactive Voice Response system integrated with the call centre not only acts as a virtual receptionist but also offers quick solutions to all kinds of customer queries.

Put simply, IVR number helps you answer inbound calls and automate outbound calls that consist of pre-recorded messages to convey important information to consumers.

These services help businesses and buyers save time and energy.

Not to forget, they help you offer round-the-clock assistance from anywhere around the world.

Read our blog “Inbound call center” here.

Outbound and inbound IVR: definitions and benefits

Traditionally, IVR services mainly catered to inbound calling.

But with time and the evolution of technology, IVR now comes in handy for outbound calling as well. So, instead of waiting for your buyers to reach out to you, you can simply take the first step towards them.

A balanced inbound and outbound IVR service helps serve numerous purposes in the call center. Here’s how:

Inbound IVR

Inbound IVR lets callers seek solutions by navigating them through a series of options. It understands their issues through DTMF tones or voice recognition and routes them to the agents that best suit their needs.

Scenarios where inbound IVR proves to be very useful for business include:

1. Automated customer assistance 

Handling multiple calls at once, especially during rush hours, can be stressful for your agents. However, Inbound IVR calling can help them attend bulk calls simultaneously.

Callers are prompted to choose the most relevant option from a list of possible solutions using their mobile devices. And based on how the call continues, it intelligently routes them to suitable agents.

Some of the concerns that IVR can handle include shipment updates, payments, track delivery, custom offers, etc.

Businesses with devoted contact center for customer support can hugely benefit from inbound and multi-level IVR systems.

2. Facilitating inbound sales 

When information about offers and deals are conveyed to consumers via emails and SMSes, businesses can add their virtual numbers for the ease of customers.

The IVR system can analyze incoming caller details to determine if it passes as a pre-qualified lead. If a lead attains considerable scores on essential metrics, the call can be routed over to a relevant agent.

Benefits of inbound IVR

1. Intelligent call routing: Interactive Voice Response (IVR) facilitates extremely effective call routing within the contact center of the organization. With self-service tools for customers, agents can focus on calls that require enhanced attention and understanding.

This reduces their workload and keeps them from burning out from repetitive tasks like answering FAQs. This also helps build a better customer experience by shrinking waiting time and reducing difficulties for first-time callers.

2. Useful metrics and cost-effectiveness: Inbound IVR calling is also equipped to record incoming calls and track other metrics like call duration, wait times, first call resolutions, etc.

By evaluating these metrics, your business can focus on adding value to its customer experience model, enabling you to convert more buyers into loyal customers.

With the added advantage of automation, the burden for recruiting more agents and costs incurred by infrastructural expenditure also gets drastically reduced.

Before exploring inbound IVR benefits, it’s helpful to understand how blended calling systems—like IVR used in conjunction with different types of auto dialer—can supercharge both inbound and outbound outreach

Outbound IVR

The push and pull model are the most common strategy for customer acquisition.

Push marketing is when a business makes proactive efforts for customers to buy its products. On the other hand, when customers seek a brand’s products because they make a positive difference in their lives, it is pull marketing.

Using outbound IVR service for pull marketing can help automate engagement activities via various sources like calls, email, social media etc.

Scenarios where outbound IVR proves to be very useful for business include:

1. Sending out surveys

Collecting customer feedback regularly is conducive to a business’s growth and automating calls using outbound IVR helps reduce dependence on support agents.

Outbound IVR automatically reaches out to consumers who have recently purchased from a business to collect input. Collecting feedback using IVR surveys is an effective way to keep in touch with consumer emotions and expectations.

Insights from this data can help your organisation pay more attention to what your consumers want and initiate tactful pull marketing.

2. Sending promotional updates

Using automated calls and emails to inform customers about your organization’s future plans can be a great tactic for push marketing.

These outbound IVR calls can play a pre-recorded message to the customer and prompt them to a number that they can call to interact with an inbound IVR system.

This method of marketing can help your business reach a wide base of target consumers while also being extremely fast and cost-effective.

3. Sending important reminders

Outbound IVR service can send reminders regarding pending payments, renewing subscriptions, etc. to both customers as well as prospective buyers. In addition to this, outbound calling also enables them to do complete activities like bill payments using IVR itself.

Reminders can also be sent to people who were open to communicating with the brand but did not act upon it. They can be prompted about offers and promotions, finishing their registration with a business, etc.

Apart from the ease and convenience, outbound IVR also helps enhance the techniques of pull marketing.

Benefits of outbound IVR

Since outbound IVR service can do all of the above without requiring continuous human presence, it helps companies save up on large amounts of time and money. A robust IVR system also adds value to the brand image given how many modern-day consumers expect instant gratification and a satisfying overall experience. Most outbound IVR systems are integrated with various types of auto dialer, such as predictive, preview, and power dialers, which automatically dial recipients based on CRM-driven lists.

In a nutshell 

The strength and repertoire of a business largely depend on its ability to retain loyal customers in the long run. According to Microsoft’s State of Global Service Report, 56% of global participants have withdrawn themselves from a brand after a poor customer service experience.

Investing in the right kind of IVR services and installing a careful mix of both—inbound and outbound—will go a long way in deciding your organization’s growth and progress.

The pros of IVR services are innumerable, regardless of the size and operation of a business. Even if your organization is highly scalable with plans to expand in the near future, solutions like multi-level IVR can come to your rescue.

In a fast economy where customers are bombarded with a myriad of options to choose from, using an IVR to improve efficiency and provide an enhanced customer experience can have the right impact on your business’ growth.Get your IVR today. 

The post Inbound-Outbound IVR: The Best Combination to Get More Customers appeared first on Blog | Acefone.

Not only it allows callers to resolve issues with self-service options, but it also saves up on the company’s precious resources like time and money. However, riddled with limitations, a poorly designed IVR system can create more troubles for your customers than enhance their experience.

In simpler terms, an IVR is a cloud telephony solution that helps businesses deal with customer-oriented complaints without burning a hole in their pocket.

What is an IVR system?

Essentially, Interactive Voice Response is an automated telephone technology that allows callers to access information and solve queries, without having the need to speak with an agent.

It guides the caller via a pre-recorded voice-over and routes them to the specific department or a relevant agent best suited to handle their query.

Often the caller has to dial a specific number that concerns the information they are looking for. And, in case no keypad selection works, the IVR system directs them to an agent for swift communication.

Additionally, an Interactive Voice Response system can answer the FAQs of your customers with pre-recorded messages and take your customer support to new heights.

How can an IVR service create ease in business?

A well-built IVR service can empower your customer service by allowing callers to navigate through a series of IVR numbers and have their issues resolved. Not only does it enhance your brand image, but also saves up time for the company’s agents, who can focus on other priority tasks.

Moreover, your customers can track orders, make appointments, pay bills, know their balance, account statements, etc. within minutes with the help of an Interactive Voice Response service.

In fact, well-planned IVR services can reduce the overall operational costs of your business. With minimal infrastructure and low maintenance, IVR helps you deliver flawless customer experiences at reduced costs.

However, sometimes agent routes come busy. In such cases of short staffing, your IVR system should have sufficient IVR numbers that can resolve customer issues without needing extra buffer time.

Besides, IVR systems work 24×7 round the clock, eliminating your customer’s worry about the inability to reach out to you beyond a certain time of the day.

What are the examples of IVR systems and IVR services?

In our daily lives, we, as customers, often have our issues directed to a company through IVR services. Therefore, understanding how IVR systems and IVR services work is quite simple.

Here are a couple of examples for you to learn better.

Hi, thank you for calling medical health services.

For English Press 1, for Hindi Press 2.
If you want to know the status of your report, please press 3
If you want to book an appointment, kindly press 4
If you would like to speak to one of our executives, press 5.

Often, when you need to talk directly to personnel from the company, you press five and hear, “Please stay on the line while we connect your call to one of our customer executives.”

This is just one of the many examples of IVR systems.

In addition to this, IVR systems can help you take feedback from your customers, identify issues, offer personalized solutions and much more.

Here’s another example of it:

Hi! Thank you for calling us. It is great to have you as our customer.

Press 1 if you want to know your balance.
Press 2 if you want to renew your service with us.

Press 3- if you want to know more about your existing plan.
Press 4 if you want to talk to one of our customer’s executives.

Furthermore, an IVR leaves a strong first impression on your caller and helps them seek solutions without wasting time.

You can even greet your customers in personalized regional languages and build long-lasting connections with them.

What are the limitations of an IVR system?

Often, it’s not the IVR system or technology that turns out to be the problem, but the IVR design.

To begin with, a poorly designed IVR might require your customer to enter lots of user-based information, which a customer might not be well aware of.

However, direct interaction with an agent, in such a case, becomes easier for the customer to get their issues communicated and resolved.

It also eliminates the hassle of going through a series of IVR prompts, which may leave your customer wondering if their issues would be resolved at all.

Furthermore, in addition to entering information, often companies play their marketing and promotion messages which cause long delays and waiting times. Consequently, it frustrates the caller, making them hang up the call.

Lastly, with a rise in the use of IVR systems across industries, customers are compelled to use automation without having the option to directly speak with an associate. Therefore, you must offer solutions that are quick, concise and easy to use.

And ensure that you offer self-service options along with the choice of connecting with a relevant human operator.

Wrap up

A well-designed multi-level IVR system is the key to enhancing customer service, boosting productivity and saving costs in a fast-paced digital world. And, integrating it into your business communications can help you elevate your brand’s image and customer experiences.

So, collaborate with a reliable Interactive Voice Response solution provider that offers budget-friendly solutions. Acefone offers enterprise-grade IVR solutions to businesses of all sizes and scales across diverse domains.

The post Everything You Need to Know About IVR: Definition, Working, Benefits and Limitations with Examples appeared first on Blog | Acefone.

The hosted IVR system, or Interactive Voice Response system, is an automation tool that helps your small business build relationships with customers using self-service options. It helps them navigate to the right department by themselves on the first call and even increases the retention rate. 

With this article, we highlight some ways your small business can benefit from hosted IVR services. 

Build relationships with hosted IVR services 

Hosted IVR systems can be programmed in ways that customers receive highly personalized experiences with every call. 

This detailed personalization helps you build stronger customer relationships and offer a superior level of VoIP customer service, making you stand out.

For instance, Acefone’s IVR systems for small businesses in India allow you to personalize calls using custom greetings, specific product messages, service updates, and more. You can plan and execute such messages for your customers based on different categories to add a personalized touch to the call. 

Hosted IVR systems can also be programmed to address returning customers by their name and communicate in their preferred language. 

Navigate better with hosted IVR systems 

The beauty of a hosted IVR system is that it gives customers the opportunity to choose which department they need to connect with. 

By installing a hosted IVR system in your business pbx system, you can prepare for every customer enquiry that comes your way. Based on the caller’s inputs, the hosted IVR system informs you of the call’s nature, giving you an upper hand. 

More so, according to Salesforce research, 63% of customers expect businesses to be aware of their needs and expectations. Hosted IVR services enable you to prepare better for every query and get to the bottom of it on the first call itself. 

If you have different departments, the IVR can also direct the caller to the person best placed to answer the query. This means no frustrating call transfers and much less time spent on the phone for both customers and staff. 

Save time & expenses with Hosted IVR services 

Arguably, the most popular benefit of a hosted IVR service is that it saves time. When callers are directly sent to the department related to their query, both agents and the caller end up saving valuable time. 

With customer support being faster than ever, consumers dislike staying on calls for long periods. With the hosted IVR system, customers are fast-tracked to their solutions resulting in a lower amount of dropped calls. 

Additionally, with less time spent on each call, there are more opportunities for agents to convert more leads into customers. 

When agents spend less time looking for the right person to answer a question, they can focus on other tasks such as answering more calls, making your business more profitable. They can deliver quick and superior customer service and improve the brand image. 

Have lesser mistakes with automation 

With agents there is always scope for human error. From missing calls due to unavailability to transferring calls to the wrong destination. 

With the hosted IVR system, mistakes are much less likely to happen. Hosted IVR systems don’t get distracted by other tasks or become overwhelmed by high call volume. IVR solutions can answer each call automatically and place it in a queue during peak times. 

This inbound call center management solution gives your agents room to focus on priority tasks rather than merely answering and diverting calls. Agents may miss calls for several reasons, but a hosted IVR system will ensure no call goes unanswered. 

With more calls answered, your small business is surely to increase conversions. Customers also appreciate being routed to the right person in the first call, rather than waiting and hopping between calls. 

Promoting Self-Services with IVR systems for small business in India 

The modern customer is out for quick resolution to their queries. While human agents provide the most personalized service, there are several instances where their time could be better spent elsewhere.  

For instance, a customer calls a contact center solutions to inquire about outstanding bills. The first connected agent shall transfer the call to the billing department for further processing. The customer will receive the desired information after shifting through several calls only. 

On the contrary, a hosted IVR system takes the caller’s input, directs them to the right department, and then connects with an available agent. This entire process takes less than half the time taken by an agent to resolve the case. 

24/7 availability with Hosted IVR services 

A hosted IVR system can be in operation even when your small business is closed. Acefone’s hosted IVR services enable customers to leave agents voicemails if calling beyond business hours. You can also set personalized messages to inform customers of business hours or address FAQs. 

No matter the time of the day, with a hosted IVR system you can ensure the availability of a communication channel between your small business and customers. Hosted IVR systems for small businesses in India give you access to endless possibilities for customer engagement and call management. 

At Acefone, our experts help you set up your hosted IVR system as per your small business’s requirements and provide a seamless customer experience 24/7. 

Get an IVR system for your small business in India 

From enhancing your customer experience with personalisation to boosting agent productivity and saving money— hosted IVR systems are a simple solution that can have profound effects on your small business. 

To find out more, call on 1800-121-7777 today for a discussion with our friendly team. 

The post Benefits of Hosted IVR system for small business India appeared first on Blog | Acefone.

An  Interactive Voice Response (IVR) might be the first thing your customer encounters. It comes as no surprise then that businesses are willing to go the extra mile to enhance IVR operations.

Let us start from scratch and explore how an IVR system helps your business irrespective of the industry.

What is the IVR number?

Essentially, the IVR number means a tool that facilitates business communication through self-service technology. It enables callers to navigate your business phone system and connect with a human operator best suited to handle their query.

The automated IVR facility routes the caller to the right department, depending on their input via the device keypad.  Moreover, an IVR system is also able to answer FAQs of customers with pre-recorded messages.

While the traditional IVR system relied on dual-tone multi-frequency (DTMF) tones, it has come a long way over the years. Now, next-gen systems incorporate speech input and artificial intelligence. This enables callers to connect with relevant agents without being limited by a menu. IVR numbers go a long way in enhancing customer experience and showcasing business professionalism, making it a worthy investment for any business.

Features of IVR 

Typically, IVR systems come with a range of features and integrations that empower a business in more than one way. Here are some you can explore to take your customer service a notch higher:

1. Inbound calling: With this feature, the system handles all incoming calls on the IVR-enabled number automatically. There is no manual intervention in the process. The system asks the caller to select an option in the IVR menu and routes them to the relevant agent or department. The caller can leave a voicemail if an agent is not available to address their queries at that time.
2. Outbound calling: The outbound calling feature enables the system to place calls to specific phone numbers automatically. It connects the call to a live agent when a caller selects a menu option for the same. The same feature can also be used to conduct surveys and gather customer feedback.
3. Customised voice message:A business can leverage a customised voice message feature to greet callers with when they dial the business number. The best part is that the greeting can be created in different languages based on the selection of the caller. What’s more––you can use the text-to-speech feature that comes with the IVR if you don’t want to record the message yourself.
4. Automatic call routing: Incoming calls can be routed to the best-suited agent or department, reducing customer frustration, enabling faster on-call resolution, and bolstering efficiency while also saving time for the agents.
5. Call barging and whispering: Managers can assist agents with customer interactions by barging or whispering during an active call. This helps improve the quality of interactions between agents and customers, reducing the chances of any conflicts.
6. Live call monitoring: Another feature that empowers call centre managers is a live call monitoring dashboard. It lets them keep track of individual agents and assess their performance with details of their active, on-hold, and historic calls.

Benefits of IVR

An IVR number is a worthwhile investment for any organisation because IVR offers numerous benefits, both from the customers’ and agents’ perspectives. Here are some you should know about.

1. Professional brand image: A well designed IVR enhances your brand image by making your business accessible and available whenever a customer connects. Incoming calls are swiftly and accurately forwarded to the right agent, without any time and location constraints. This is an advantage in pandemic times when agents aren’t available in call centres but are working remotely.
2. Enhanced caller experiences: A personalised voice message in the customer’s language goes a long way in enhancing their journey. Further, it is more impactful when they can directly reach out to an agent or department that is most capable of resolving their queries right away. The interaction is uninterrupted as the callers are not made to hold calls or talk to different people along the way.
3. Better handling of large call volumes: Handling multiple calls at once during peak hours can be stressful for call centre agents. An IVR number enables the team to attend multiple calls simultaneously. Additionally, it offers missed call information that agents can use to follow up on customers and resolve their concerns.
4. Higher agent productivity: An IVR number can maximise agent productivity as well. It empowers them to do more with less. It can automate routine tasks that do not require human intervention. Thus, agents have plenty of time and space to invest in high-value customer interactions to facilitate higher satisfaction and retention for the long haul.
5. Increased first call resolution: Since callers are routed directly to the concerned agents and departments, your business can witness a significant boost in first call resolution. It translates into extensive time savings for the business and higher customer satisfaction.
6. Reduced call centre operation costs: As callers can resolve a majority of their queries with self-service IVRs, your business can reduce call centre operations costs significantly. Fewer people are needed to handle calls, and agents can focus on calls that really matter, yet there is no compromise with customer experience at any stage of the interaction.

Industries and use cases of IVR 

IVR-enabled numbers are ubiquitous to customer-facing businesses across diverse domains. Here are some industries where they are widely used along with domain-specific use cases.

1. 1. Banking and finance: Checking account balance, transferring funds, bill payments, branch locators, loan follow-ups, insurance claim queries, and customer support.
   2. Real estate: Connecting with real estate agents, enquiring about loans, sales and billing, customer support, and other contract-related services.
   3. Telecom: Queries on new products and services, billing inquiries, customer complaints, plan upgrades, technical support, and various sales-related concerns.
   4. Hospitality: Bookings and cancellations, front desk inquiries, information and room service, housekeeping services, sales, delivery follow-ups, complaints and support.
   5. Travel: Airline and transport bookings and cancellations, cab inquiries, billing and refunds, itinerary changes, and customer support.
   6. Energy and utilities: Bill reminders, complaints, customer self-service, surveys, technical support.
   7. Healthcare: Appointments and cancellations, online consultations, billing, diagnostics, patient queries, report inquiries, and features of a healthcare app for easier access to medical services.
   8. Education: Information, student services and support, fee payments and accounting, tutorials, admissions, exam queries.
   9. Retail and E-commerce: Billing and exchange, delivery issues, returns and refunds, customer service and support.

Recommended Read: How Different Industries Are Using IVR Solution

IVR best practices

Having an IVR number up and running is only half the work done. You also need to follow some best practices to avail all of its benefits. Here are some that deliver the best outcomes for organisations.

• Make that best first impression on callers, with a clear, warm, and personalised welcome message
• Keep the IVR menu simple and use fewer levels and options
• Minimise friction by making it easy for callers to connect with agents
• Pay attention to the callers’ preferences and adhere to them for subsequent interactions
• Reduce the time between call answering and agent availability
• Inform the caller about expected wait times during hold intervals
• Be mindful and non-intrusive during interactions
• Make the IVR system a part of an omnichannel experience

Recommended Read: Top 10 IVR best practices

The Takeaway

An IVR system is a simple offering with many benefits, so no organisation should miss out on it. Integrating it into your business communication programme can elevate your brand’s reputation and take caller experience to the next level.

It is best to collaborate with an IVR solution provider that offers reliable, full-featured, and budget-friendly solutions. Acefone is a name you can trust because it has been serving high-end IVR solutions to organisations of all sizes and scales across diverse domains.

The post What is IVR Number & How Does It Work? appeared first on Blog | Acefone.

With newer technology in place, the banking sector has updated various customer service aspects, including a gradual shift to Interactive Voice Response (IVR).

Switching to an IVR system offers a host of advantages, including smoother workflows amid employees. To begin with, the banking sector receives high call volume on a daily basis and agents spend a huge part of their day resolving customer queries. This not only limits their potential but also their skills as they have no time to spend on core tasks.

An IVR can easily resolve this problem by implementing FAQs or a step-by-step procedure that can help customers and free agents at the same time. Furthermore, you can do all this with the right IVR designing strategy and at a surprisingly economical rate.

But this is just one way an IVR can assist the banking sector. Given the industry’s demanding nature, it is advisable to switch to a more convenient, automated and reliable system.

Visit for more details “call center software“.

Here are 5 use cases of IVR for the Banking Industry: 

1) Fraud Detection 

One of the most common issues faced by account holders globally is the likeliness of a fraud. There is nothing more a customer would like than having a system in place to keep such issues at bay.

Having an IVR can assist with the same. For instance, with an outbound IVR, banks can create awareness on possible frauds or suspicious transactions in accounts. Swift notifications, such as these, can not only prevent monetary fraud but also instill confidence in your clients. It ensures them that you are going the extra mile to keep their money and assets safe.

Additionally, unlike simple SMSs, IVR systems can immediately transfer the call to a live agent in case of any financial emergency.

2) Overdraft and Deposits 

It is not a pleasant experience to tell your customers that they’ve overdrawn from their account. Neither your agent nor the customer looks forward to the conversation. An IVR can easily take this burden on and initiate automatic calls to customers to update them regarding their transactions.

An automated call eliminates the awkwardness and merely states the account’s details. A simple call with relevant updates can also help your customers avoid overhead charges that might usually get overlooked. In case of any discrepancies or query, the customer can immediately connect with a live agent.

Similarly, when your customers make a deposit, they need assurance that it is reflected in their account. Apart from an active SMS service, it is always a good idea to let them know their account status via an automated IVR call.

3) Loan Status and Approvals 

When it comes to loan applications, customer queries are never-ending. Right from the application process to the approval time, EMI dates, interest rates and so much more. And one of the most pertinent queries? The loan approval status.

Instead of having your agents answer all these questions, employ an IVR solution. Your IVR can handle all manners of queries. Say, for instance, customers want more information on the new loan policy changes. In this case, combined with your IVR, a text-to-speech technology can give customer real-time updates.

4) Extended support during peak hours and extension of opening time

All banks face high call volume situations. Calls will pour in when a policy is revised, when new guidelines are put in place or if a feature on the website isn’t working. Such instances result in situations where the number of incoming calls is higher than the number of hands on the deck.

Having an automated response system in place can solve this problem. Firstly, if there are simple queries, they can always be answered or resolved by the IVR’s self-service feature. Secondly, for more complex queries, customers can easily be routed or transferred to the concerned expert who may answer all their queries in detail.

With an IVR system, the opening times of your bank and the availability of your services gets extended significantly. There are certain issues that need round the clock assistance, such as blocking cards after a customer has lost it. They can also be solved in easy steps. Your IVR menu can easily lead them to the correct option and allow them to block their card themselves. This way, seasonal breaks and holidays also won’t affect your business.

During peak volume, tools like Auto Dialer Vs Predictive Dialer become crucial in managing wait times and keeping customer satisfaction high

5) Service Information and Customer Feedback 

In case you have a new product or service to offer to your customers, then there is no better way than an IVR to inform them about it.

Instead of your bank agents repeating the same features to various clients, an automated IVR call can contact your entire client base and give the same information. This will also eliminate the risk of your agent missing some noteworthy information.

Another important aspect of providing any service is customer feedback. Not only is it important to evaluate your employees’ performance but it is also a great way to improve your services.

That being said, it is not always easy to collect this data. Not all customers are willing to fill out elaborate forms or talk to an agent. Doing away with so many steps, an IVR feedback at the end of the call is a swift way to gather your customers’ response. All they have to do is press a button and there you have it, the easiest and quickest customer feedback registered.

To Sum It Up: 

IVR systems with their plethora of advantages end up being one of those systems that you don’t know you need until you try it.

Having such an IVR system in place ensures smooth and swift functioning. Simplifying tasks, saving time, money and your agents’ energy. Not only saving on huge manpower and expenditure, but an IVR system also saves resources that can be deployed elsewhere for better use.

It also ensures customer satisfaction by employing skill-based routing, reduces wait times and presents multiple methods to resolve queries. Additionally, all customers’ can easily access all their bank-related data with a few simple clicks.

The post IVR Systems: Making Banking Easier appeared first on Blog | Acefone.

Fintech has played a similar role for banking; it has revolutionized the way people access various financial services.

What is Fintech?

The word fintech (fin+tech) literally means financial technology.

It refers to automation and technological innovation in the finance sector. Fintech essentially seeks to transfer control to the customers by providing alternatives to traditional financial practices.

Crowdfunding sites, cryptocurrency, stock-trading and budgeting applications, mobile banking, and payments are all examples of fintech.

Owing to fintech, areas without banking provisions can now handle their funds and apply for loans from the comfort of their homes. It has empowered users to be less dependent on the bureaucratic banking system and manage their own finances.

According to Invest India, our country is among the fastest to adopt fintech services. It goes without saying, then, that fintech companies are more relevant in India than in other places.

However, with an industry size of 2.4 billion dollars, there is no doubt that dealing with client requests and streamlining customer service operations must be quite a feat.

This is where cloud telephony comes into the picture. IVR systems make fintech solutions convenient for consumers.

You may wonder how. Let’s start with the basics.

What is an Interactive Voice Response?

IVR, or Interactive Voice Response, refers to a service that reroutes customer calls to relevant agents, on the basis of their concerns and keyboard inputs.

For example, if a consumer calls to register a complaint, they will first be greeted with a prerecorded message and then presented with a list of options— “Press 1 for product information, press 2 to talk to an agent.” Once they make a choice, the IVR redirects the call to the assigned agent.

Acting as a receptionist, an IVR system facilitates higher first contact conflict resolution. It also reduces wait times and enhances customer experience.

While all of this is impressive, you might wonder how an IVR number helps improve fintech services. Let’s look at the various applications possible:

1. Information About Loans and Other Procedures

Loans are a big fiscal responsibility and customers like doing their research in advance. To gain more information, contact centers are often their primary source of information.

Interested clients call to inquire about the various loans, interest rates, and other specifics. It is imperative that the caller is connected to the right agent to save time and ensure that comprehensive knowledge is delivered.

IVR system routes the call according to the keyboard input and connects to the best-suited representative.

2. Checking Up on Account Balances and Verifying Credentials

Going to the bank every time one wishes to check their account balance, change their debit/credit card pinks, or for any other basic tasks can be bothersome.

With an IVR, customers need only follow very few steps. Within a matter of seconds, their personal information gets verified and their request is registered simultaneously. Post identity authentication, they’re able to access or update their account information. Identity verification processes facilitated by IVR systems ensure secure and efficient handling of customer data, reducing the risk of unauthorized access.

3. Redressing Customers’ Complaints

Consumers often call contact centers to complain about unsatisfactory services. These complaints make fintech businesses aware of their shortcomings and can strive to improve their operations. IVRs make this process easier for both parties.

For example, if you paid through a mobile wallet but didn’t get a notification, you could inform the contact center and register your complaint over the IVR system or even get it resolved then and there. This is how an IVR-powered contact center can provide consumers with a better experience.

4. Sending Reminders to People

Contact centers don’t just receive calls from customers. They also send out reminders. Fintech companies that wish to reach out to consumers, especially about payment-related delays, can make use of an IVR number.

Customers that have instalments due soon or have missed a due date can be reminded via targeted calls. Companies can also pre-record these statements and schedule them to be sent to a customer near the due date, or after in case of a missed payment.

5. Making Payments

There was a time when making payments involved standing in a long queue and hours of waiting. However, now, payments can be made through IVR. You can call your bank, select the payment option from the IVR menu, provide your credentials and voila! Payments can be handled simply.

6. Deactivate Debit/Credit Card Operations

Losing a debit or credit card is not a hard thing to do. To avoid theft, it is crucial to get your card blocked immediately. All the while you wait in the queue for the live agent, your data remains vulnerable—you can simply use an IVR menu to ask for the deactivation of the service. Simple, efficient and quick.

Why Use an IVR Number?

We have seen various applications of the IVR system and how it is revolutionizing fintech businesses for the customers. However, we must also discuss the various benefits and features that make the IVR system so desirable. How does the technology serve you for all these needs?

1) CRM Integration

You can integrate IVR with CRM (Customer Relationship Management) which will allow your agents to receive information provided by your consumers before they connect. This helps the agents to be prepared for the consumer’s request and saves time, enhancing customer relations.

2) Call Rerouting

True to the original purpose of the system, an IVR number can help direct a consumer call to the preferred agent. This encourages first point query resolution, saves time and efforts for both parties. For example, agent X receives all calls for approvals and agent B receives verification requests. So, agent A can reroute the call to B for verification and take up the next caller in line.

3) Independent of Internet

In an economically divided country like India, several areas are devoid of an Internet connection or are supplied with an unstable one. An IVR number works only on telephony services and requires only a call from the customers’ end, making it more inclusive of a varied audience.

4) Bank Within the Reach

Much like the Internet issue, several areas in the country lack formal banking systems. The technology helps people in these areas as well.

5) No Need of Receptionist

An IVR number eliminates the need for a physical receptionist and does a better job than a human could. Also, there are comparatively lesser chances of mistakes being made by the machine. Furthermore, it greets your users and guides them through the processes much like any other attendant.

Conclusion

Much like fintech has carved a new path for financial services, IVR solutions have done the same for fintech businesses. The ease of operations and inclusivity of audiences makes it a much desirable system.

It can handle a plethora of issues––from activations or deactivations and payments to complaint resolution and reminders. With a technology so simple yet so capable, a fintech company is equipped to serve its customers through any circumstances.

Furthermore, an IVR number is really easy to set up and requires no bulky hardware or infrastructure. It’s the one-stop solution to all your consumer service activities. Get one and push yourself above the standards of your competitors!

Equip yourself with an IVR number using Acefone and revolutionize your fintech company.

The post Why Your Fintech Business Needs an IVR Number Now appeared first on Blog | Acefone.

Welcome to Acefone Communications. For advice on auto attendant scripts, press 1. To talk to our customer service representative, press 2. 

Now imagine this is what a customer hears when they call your business. These lines are read by a virtual receptionist, also known as an auto attendant (AA), who greets you and routes your call to the preferred agent or department. Accompanied with the IVR (interactive voice response) system, AA allows call forwarding to representatives based on keypad inputs.

Before we get to the dos and don’ts of an auto attendant script, let’s explore why you should be employing a digital operator in the first place:

Consider this—a high volume of calls is blowing up your phone lines. In the absence of digital assistance, you’re left with two options. First, to let the consumer suffer through the dial tone and music while they wait to be connected, and second, to hire several operators who would be responsible for multiple calls. Let’s face it, neither seems attractive.

However, with the introduction of a virtual receptionist, you can create a uniform greeting to welcome callers, while also saving money on staff recruitment and training.

Additionally, a human operator would have to manually deal with the spam calls that could have been easily navigated and filtered by the auto attendant. Furthermore, your customers are happier to have their calls picked up on the first ring. Gone are the days of counting rings while waiting for an executive to answer.

Since you can control the auto attendant script, you can plug in any basic information that you need to convey to your callers. If a majority of your calls are centered around the same query, you can simply put that information into the script and save your employees the hassle of having to explain it numerous times. This way, you also reduce repetitive calls.

Finally, the presence of this technology lends a professional look. When a digital receptionist greets a caller, the latter is instantly given the impression of a well-managed and technologically forward business. This is especially true in case your firm receives a call post work hour. Your virtual operator is functional 24×7, and can inform the consumer of your work timings, encouraging them to leave a message.

There are several merits of using an auto attendant, it’s important to know how to use this feature properly in order to reap the maximum benefits. The script is the make-or-break factor: a good one will leave consumers feeling satisfied, while a bad one can frustrate them. Here are some simple dos and don’ts to follow while constructing a script for your auto attendant:

What to do when creating an auto attendant script?

As mentioned above, your digital receptionist is only as good as its script. Do the following to make a strong first impression on a caller:

• Welcome your clients with a warm greeting and identify your company’s name at the beginning of the script; first-time callers would require a confirmation. In this beginning portion, you can also include any warnings or additional information. For example, currently, retail outlets are warning their callers of delays in delivery due to COVID-19.

• Keep your script short and sweet. Nobody enjoys listening to, or can even keep track of, a long recording of several departments to contact. Cap your script to a concise 30 seconds. Narrow down your options to a handful, or else the consumer might lose interest or randomly press numbers to speed up the process. IVR systems are built to ease communication, not complicate it further.

• Hire a professional to record the message that the auto attendant will play. Computer-generated voice messages tend to sound robotic. Not only can they detach the consumer from the experience, but they may also give a lazy and impersonal vibe. A professional, on the other hand, will be able to relay emotions as you’d like. A closer representation of an actual conversation through a human voice can ease the consumers.

• Ensure that the most frequently utilized options are announced before the less commonly chosen ones. For example, if the status of a delivery is the most sought-after query for a retail website, then that should be the first option given by the auto attendant.

• On the contrary, given the option of talking to a sales executive at the end of the list. If it’s provided too early in the script, people might not be patient enough to listen to any other option that might be more suited to their needs.

What to avoid when scripting for an auto attendant?

While we have understood what must be done to improve upon your scripts, there also needs to be a discussion about what to avoid maintaining a healthy brand image:

• Do not cut the call on the customer if their response is slightly delayed. Customers sometimes require more time to reply when asked to provide details, perhaps of credit/debit cards, or if the script is too long. Hanging up on the consumer can frustrate them and leave them with a sour opinion of your company—not to forget, you’re cutting away a potential sale.

• Choices must stay limited. Do not offer more than six options; the customer can then comprehend every single one of them, instead of getting lost in a flurry of words.

• Do not bombard your clients with your website information when they connect to your IVR system. A subtle mention should be enough. Many companies tend to constantly plug in their website or slogan while the consumer is on hold, which can really get annoying.

• As mentioned earlier, keep it short. Do not spend too much time on the greeting. A 3-4 liner is more than enough. Auto attendants that go on about the company relentlessly defeat the purpose of quick and satisfactory customer service.

Conclusion

IVR has become an integral feature in contact centers around the world. Auto attendants allow you to greet consumers and help them navigate the IVR system. Using the right words and techniques to communicate in this step is vital, considering this is the first impression any caller will have of your business. The more complex your script becomes, the less the likelihood of its success. However, keeping things short and organised will put your best foot forward for the customers. You can follow very easy steps to put forward a hgh-quality virtual receptionist service.

Introduce auto attendants through IVR in your organization from Acefone and enjoy the benefits of cost-effective, consistent, and efficient virtual operators.

The post Autocorrect Your Auto Attendant Script: Some Dos and Don’ts appeared first on Blog | Acefone.

Hospitals and health providers are using the latest technology to reduce in-person visits as well as the strain on resources. They are also able to ensure that everyone who needs medical care gets it on time, without any geographic limitations. Moreover, remote consultations are beneficial for patients because fewer outings indicate reduced exposure and risk of infection. Among the cloud technologies that drive telehealth care, IVR emerges as a forerunner.

Before understanding how IVR solutions can empower the medical sector, it is important to comprehend their working.

So how does a typical telehealth IVR system work?

You can access healthcare even beyond the hospital with a simple, yet highly effective IVR solution. This service enables seamless patient interactions around the clock, from delivering messages regarding medication, appointment schedules or behaviour modification to collecting individual patient healthcare data. Organisations can also use IVR for automated greetings, accepting patient inputs or routing individual callers to a specific department or agent.

You can easily install IVR technology and power up your telehealth solutions. Here’s how:

• First, determine your IVR needs with a comprehensive evaluation and analysis of your practice. Opt for a customised solution to match your specific situation and challenges, as well as the expectations of your target group (say, patients).
• Enable self-servicing options from the IVR menu. Calls can now be handled quickly, consistently and inexpensively.
• Tracking and analysis feature allows you to assess the quality and success of your telehealth campaign. Pleasant patient experiences strengthen the foundation of your practice and improve the rate of patient retention.

To battle the pandemic panic, you need to implement these services as quickly as possible. A practice that does not do so risks losing patients. Conversely, if you are quick to make the shift, you can avail the benefits of early adoption of the technology.

Empowering telehealth with IVR system

“A time of crisis is not just a time of anxiety and worry. It gives a chance, an opportunity, to choose well or to choose badly.” – Desmond Tutu, Human rights activists, Nobel Peace Prize Winner

Fortunately, many healthcare organisations have achieved innovation overnight by investing in telehealth solutions amid the COVID-19 pandemic. Many are relying on technology they have never used before. Although IVR system has been around for quite some time, the outbreak has led to an exponential growth in its use. Here are a few ways this technology is helping the healthcare providers:

• Dial for self-service

Hospitals are increasingly using IVR systems to empower patients with numerous self-service benefits. These include scheduling telehealth visits, requesting prescription refills, getting frequently asked questions resolved, and more.

• Send pre-programmed reminders

IVR system that provides outbound broadcasting features allows automated reminders for patients. These can be used for timely medications, refilling prescriptions, appointment notifications, and so much more.

• Instant notifications during emergencies

Organisations can take things one step further with the integration of IVR technology with remote patient monitoring systems. You can share emergency notifications via call or SMS in case of fluctuations in the patient’s stats.

Benefits of IVR system for the healthcare provider

Now you know how to leverage an IVR system to deliver top-notch telehealth services to patients. Next, you need to understand the merits of employing this technology. The idea here is to understand the value of your investment, which is all the more important in a crisis situation. Here are the benefits that the telehealth system can offer your practice:

Improve patient access

With IVR-based appointment scheduling in place, patients get better access to your services. They need not queue up or visit the clinic personally anymore to book appointments. By leveraging an Outbound Call Center alongside IVR, you can offer them the option to receive appointment reminders or even book appointments over a simple phone call, anytime.

Optimise patient-provider matching

The smart AI can instantly match patients with the best-suited medical staff. This is done based on the needs of the patients and the availability of providers.

Reduce office staff workload

With the need for human intervention minimised, dependency on the staff is reduced and they have more time for critical tasks. This is truly a blessing for the workers who are already swamped during this pandemic.

Scalability and flexibility

Another undisputed benefit of IVR telehealth solutions is their immense scalability. Whether your practice has a few dozen patients or thousands, these systems are capable of handling them all efficiently. Moreover, you have the option to scale the solution to reach a wider audience or even send across vernacular messages to a local audience.

Going Ahead

The pandemic has taught many lessons to the healthcare industry. It has strengthened their commitment towards delivering the best patient care. The booming growth of telehealth services illustrates this commitment, showing the providers’ intention to always be there for patients.

Digital IVR technology systems have emerged as a key component of telehealth solutions. The best way to go ahead is to look for an IVR service provider that you can trust for their service quality and reliability. Additionally, you would want to collaborate with one that offers best-in-class prices for their services.

Check Acefone’s IVR solutions to empower your healthcare practice with the best telehealth solutions!

The post How IVR System can Empower Telehealth Initiatives Amid The Pandemic appeared first on Blog | Acefone.

IVR or Interactive Voice Response refers to a telephony system that responds to inputs from the customer through an automated process and reroutes the call to a preferred agent. It nullifies the requirement of a live operator. It’s a rather uncomplicated endeavor. When a customer calls, the IVR system will greet them and ask for keyboard input (For example, “Press 1 for English” or “Press 1 to register a complaint”). The input will then be identified, segmented and then the call will be rerouted to a specialized agent (if required).

But how can this help your call centers appease and retain customers? Let’s take a look at the role of this feature.

Personalize Messages for Customers

Personalization of your services ensures a deeper connection with your customers. With IVR solution, your business can record a customized message tailored to the client using caller information. This displays that you care for your customers’ needs and creates a stronger brand image. You can opt for either a pre-recorded message by a professional voice actor or add in your version.

Different languages may be employed to appeal to a variety of callers.

Ease Accountability and Analysis of Information

To promise improved customer care in the future, your business should be able to learn from its past interactions. Through IVR system, you can record your calls to later analyze the nuances of the conversation. Many recordings in the professional sphere are also recorded for training purposes—new recruits may be given these conversations as case study.

This is also helpful to keep track of your conversations. Customer responses will help you understand their needs and demands for particular products, depending on what they wish to inquire.

Serve Callers Around the Clock

A live operator or receptionist handling calls limits the period of connectivity with a consumer. In this setup, people are inconvenienced to attempt to call only during work hours, which eventually also means a higher concentration of calls at a given time. Investing in IVRS, however, ensures that they are attended to, at any hour of the day or night. This round-the-clock service will allow clients to connect with the business, even in the absence of any employees.

This is a multi-faceted advantage as not only are the customers content, but also employees do not have to compromise on their time.

Treat Queries with Accuracy

It is often the case in traditional settings that a call is rerouted to multiple agents, many of whom are equipped or responsible to handle the query or request. This can be avoided by automating the service. This way, the business will be able to identify the needs of the customer and narrow them down without any human assistance. If it is required, the call is then transferred to an agent with the best abilities to handle queries of that nature. Not only will this permit rapid service by providing first contact resolution, but also cut down on time spent per call.

The Sticky Agent feature of IVRS will allow callers to engage with the same agent every time, hence saving time otherwise spent on reiterating basic information. If callers cannot be tended due to high frequency of requests, they can stay on hold or agents can return their calls later according to some setups.

Increase Return on Investment

Without the need to employ a receptionist, the operational costs of a business are driven down. An IVR setup requires minimal infrastructure and also functions at high efficiency. Additionally, there are various plans available to acquire an IVR system that is light on the pockets. Better accuracy in redirection as well, gives agents appropriate free time. All these factors combined ensure that the investments are low, and productivity is high, leading to an increased return on investment.

Minimize Human Error

As mentioned earlier, human error is often at play in conventional call centers. Any receptionist or operator may contribute to inaccuracy while rerouting calls. There is no lack of judgement when it comes to an automated system. IVR technology is well equipped to understand requirements and transfer calls to the ideal agent. Using the call barging feature, you can also assist your agent with prompts to ensure high-level of accuracy and performance.

Additionally, it is ideal to greet any consumer with enthusiasm and attention, as any IVR system would, undeterred by any moods or personal inconvenience. This will grant your business the professional front it requires to attract and charm callers.

Create a Strong Brand Image

An IVR number leaves a strong first impression on a caller. While one might assume that a small business or start-up might wish to avoid this feature, the reality is quite the opposite. A customer calling an IVR number for any business is given the impression of meticulousness. The technology also lends the organization a front of importance and size. And with the added benefits of lowered costs and improved services, it is ideal for any business type.

Display Order Statuses

Customers have the urge to constantly track their orders and follow the progress, essentially for satisfaction and confirmation. In these situations, dealing with an automated system can help the customer directly deal with the information, instead of an agent taking out time to manually search for the result. This not only saves time for both parties but also adds a factor of convenience for the customer, who can access the data at their time and without any drawn-out explanations.

Read our blog “inbound call center” here.

Take Surveys

One of the most thorough ways one can gain access to customer feedback is through surveys. Businesses can use IVR number to ask questions regarding their product, service or experience and then tally numeric inputs to identify any strengths or weaknesses. Keyboard inputs can provide feedback on quantitative data. However, since IVR system allows call recordings, you could also use the technology to ask open-ended questions that a user could answer in their voice.

Clear Payments

Gone are the days of long lines to pay off one’s dues. The advent of the technological age has transformed the methods of payments—almost any payment can be accomplished online. With IVR number, you can allow the customer to clear their payments on call. It minimizes effort from the consumers and the businesses are benefited by saving time and effort from their side as well. Telephone banking is common amongst individuals who wish to save the time otherwise spent in travelling to the bank.

Promotions and Reminders

You can highlight your brand’s promotional activities while you have the attention of your caller. Pre-recorded calls can be designed to mention marketing promotions that can potentially attract a customer. An IVR number could also be added to other media.

Many call centers may use the system to send across reminders for appointments or other important events. This makes the consumer aware of your company’s activities.

While these are the various roles and benefits of IVR system in a call center through a business perspective, it might be beneficial to understand the reasons for which IVR can be used to gather a stronger consumer base.

The post The Role of Modern IVR system in Call Centers appeared first on Blog | Acefone.