While self-service is the key to help customers find information quickly, IVR (interactive voice response) is an essential tool which makes it come true. IVR uses speech recognition technology to identify and direct callers to the most qualified agents, which generates greater efficiency in the clients' experience.
IVR is perfect for customers on the go, allowing them to seek help even when they are in the store. For this reason, IVR plays a vital role in boosting sales, since potential customers tend to buy when agents answer their questions timely and efficiently.
Benefits of IVR:
Improve the customer experience for mobile devices users-With the increasing smartphone usage among customers; it is imperative for brands to offer a customer service, which is optimized for mobile devices. Consequently, IVR is perfect for customers on the go, allowing them to seek help even when they are in the store. For this reason, IVR plays a vital role in boosting sales, since potential customers tend to buy when agents answer their questions timely and efficiently.
Allow customers to save time-Customers tend to lose patience when they are forced to concentrate on long menu lists. One of the many great benefits of IVR is allowing customers to skip the options they do not need to listen. Furthermore, missed calls are more often minimized when said system is implemented, and customers can have the option of callback in case of long waiting time. Finally, directing calls to agents who have the right skills ensures that customers get the best answers they need at all times.
Bill reminders- An IVR can help retailers selling post-paid products and services call accounts with overdue and remind them about their delayed payment/bills.
Employee and customer notifications- Retailers are looking for a solution that can quickly deliver time-critical information to employees and customers located anywhere at any time.
Inventory and reporting- Retailers leverage IVR solutions to enable remote employees, vendors, and stores to report sales information and inventory using any wireless phone.
Store locator & order status- Retailers can utilize a self-service to allow callers to access information such as store locations, hours, and order status. It is more expensive to have a life agent handle a call than an IVR.