IVR – Interactive Voice Response
Automated greeting systems seem to answer almost every number that we dial. “Press 1 for English” is the canned greeting that we hear whenever we call a bank or utility company. When the menu choices become more complicated, we may become stuck without options for reaching a human operator.
Greeting systems like these only frustrate and alienate customers. Your business needs something with more of a human touch from your answering service. That’s where Interactive Voice Response, or IVR, comes into play. You’ll get the efficiency of a greeting system with the human touch of a virtual receptionist.
IVR is an automated call handling system, but it responds to the human voice. Instead of pushing buttons, your customers can communicate with the system by speaking their choices or requests. The IVR can collect and supply information as well as route calls to the right people in your organization. Instead of hearing the same recorded choices over and over again, your customers will almost feel as though they are interacting with a real person.
Our IVR system uses today’s most advanced speech recognition software that communicates easily with your callers. You pre-record your greeting and your menu options, and your customers make their choices. Although you can customize your IVR to your needs, we recommend that your system is no more than three steps deep. You want efficiency, but you don’t want your customers to be very far from a real human operator.
IVR from our answering service can serve multiple purposes for you and your business. In addition to handling your incoming calls, IVR can assist you with call routing. You can record messages for simple outbound calls, like appointment reminders. Your customers can check their account balances or check their order status. You can even advertise your business or conduct surveys and polls using IVR technology. If callers have to wait on hold, then the IVR will offer them information or entertainment so that they will be less likely to hang up. The IVR is just one more tool in your toolbox for making communication easy for your customers.
With an IVR system, you can regulate your voice messages, text messages, faxes, emails and callback numbers. You can even use email to send a voice message as an audio file. By using IVR from our telephone answering service, you’ll have the professionalism of an office without the cost of hiring a receptionist. Even the smallest of businesses will sound as advanced as larger companies when they deploy an IVR system.
Ding-a-Ling Answering Service is a name that you’ve known and trusted for years. We’ve been in the industry since 1974, so you know that we will be here for you. Let us customize your IVR solution so that your calls are handled according to your high customer service standards. We may stay current on the latest trends, but we never forget the importance of the human touch.