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Interactive voice response (IVR) has been in use ever since the 1970s. It’s one of the rare technologies that are still functional and able to aid businesses. IVR is popular in call centers of car dealerships as it increases productivity and optimize workload.
Saying that IVR just relates to these two areas would be injustice to this amazing concept. In this article, we will explore all the benefits IVR can provide to your business.
How does IVR aid your business? – The science
As paradoxical as it sounds, customer service is shifting more towards self-service. In the master thesis of Liying Zeng, titled “Factors Influencing the Adoption of Self-Service Technologies”, we find out about the psychological benefits of self-service technologies.
By citing the Theory of Planned Behavior, Zeng elaborates that people tend to feel better when they are in control over their goals.
IVR allows people to feel just that, improving overall customer satisfaction. Because your customer can choose the exact call center sector he will contact, he or she will feel like they’ve done most of the job by themselves. The sense of accomplishment will improve their self-confidence and help them remember the experience as a positive one.
But what else can IVR do for your business, other than improve customer satisfaction?
The automation of routine tasks
Adding IVR to your business gives you the opportunity to automatize many sectors and reduce workload.
For instance, you have a situation where a customer wants to find out the working hours of your business. He calls the customer support number and two outcomes are possible:
Perhaps the most important benefit of IVR for business is increasing productivity. As cited in this paper by the Swiss Federal Institute of Technology in Zurich, repetitive tasks have adverse effects on physical and mental health. IVR makes their job more dynamic, causing them to be better and more productive.
Better preparation for your agents
Timing is everything in the world of customer service. When a customer has to verbally explain his or her problem, he loses both time and patience. Additionally, the agent loses valuable time that.
According to research, conducted by essayservicesreviewsclub.com, without IVR, customer support centers lose hours upon hours just by hearing explanation. With interactive voice response, your support agents will know exactly what to deal with.
During the call, a customer can navigate through the menu via the use of numbers on his keypad. When they choose the subcategories that match their problems, the conversation will be much swifter.
Hearing only details, your agent will solve the problem much faster because he knows what to expect. IVR removes the possibility of non-resolvable problems for your customer support center.
Every company has different levels to their customer support system. The most complex problems are assigned to the most experienced agents. IVR simply directs the right problems to the right people. Having such a system allows you to put the “less relevant” issues on hold.
Jonathan Smith Jr.,a brand management expert at Essayuniverse, gives his take on priority in customer service. “IVR is a life-saver in modern-day customer service. A customer can define his problem before the conversation with an agent. In a moment’s notice, the call will be redirected to the person in charge. Your customers will be served by the right people, all the time. Using IVR drastically improved our conversions at the uk e***** review office, and now we are implementing it in the US”.
Reducing training costs
Staff service agents aren’t born with their skills. When they get hired by your company, it is your duty to train them. You have to cover and elaborate every task, so that they can provide the desired performance.
With IVR, you drastically reduce the number of subjects you have to teach them. This results in major savings that you can allocate to improve your customer service sector as a whole. It’s all about fund management.
Applicability is always welcome
IVR is an excellent choice for any business because it’s never specialized. Car dealership industry can use this feature to improve their customer service. Here are just some of the possibilities:
IVR makes life easier for both you and you customers. Since most issues will be resolved by an automated system, your agents will be more efficient and dedicated to important tasks. Regardless of the industry in which it resides, your company will benefit from IVR in a multitude of ways.