Businesses adopted IVR when it put in an appearance. It was perceived by many businesses as a way to provide service and yet keep customers at a distance. The IVR, in fact, led to frustration on the part of customers who found the options limiting and not satisfying their purpose. Today it is a different scenario with improved and interactive IVRs that customers prefer. You can make it still better by opting for custom IVR solution development to get the benefit of latest technologies and to give amazing interactive experiences to customers. It can be multi-functional, not just a passive customer response system.
IVR Conversations
Traditional IVRs make use of pre-recorded messages played back on key prompts. This is dated. Today’s artificial intelligence and natural speech recognition technologies find their way into IVRS and what you get is an IVR system with which you can carry on a conversation, limited but able to achieve the purpose. This is possible when you engage IVR development services to incorporate AI and speech technologies into the IVR. The smart system recognizes the caller, greets and then interacts in a way similar to humans. The IVR solution learns as it goes along and can determine intent of call. Conversational IVR directly impact customer satisfaction level and NPS scores. Your brand reputation grows and customer loyalty increases while load on employee reduces. You can do more with this type of advanced IVR.
Automated campaigns
Customer response is fine but the IVR can be put to good use to get more customers, conduct campaigns and surveys. It can be automated too with the help of IVR solution development, tying the IVR to voice broadcast and CRM. The traditional way IVRs are used in campaigns is:
Create a voice message, link with list of phone numbers
Schedule the broadcast and the IVR sends out the message
Targets have the option of responding by pressing a key to indicate their preference.
Use the conversational AI and this is what happens
If a target responds to the IVR call he speaks with the system and the IVR’s smart capability engages the customer up to a point where it determines seriousness of intent and lets an agent take over to convert the target to a lead. You get much better returns when you conduct marketing campaigns using conversational IVRs. Custom development of IVR gives you the benefit of context continuity across channels, derivation of intent and a degree of personalization.
The writing is on the screen
IVRs were conceived to be used with push button telephones and hence the emphasis on “key presses”. It is time to modernize your IVR by retaining IVR development services to adopt this self service instrument to mobiles. Visual IVR can catalyze customer interactions since customers can view button press options on the screen and directly tap the desired number instead of navigating voice prompts. It is like a shortcut and a welcome one at that. Over 77% of Americans own smartphones and that is a good enough reason to give this matter serious thought. Options increase. For instance, you are not limited to simply offering number tap options for voice interactions. You can include a link to your webpage. You can give customers the option of text2IVR, enabling them to complete transactions through texting. Customers enjoy options and interactions when they deal with a smart IVR based on the Asterisk platform.
Custom IVR for specific purposes
A general purpose IVR can be used to send out a payment reminder, for instance. However, how useful is that? Now think of custom payment IVR you put in place with the help of IVR solution development experts. It keeps track of upcoming payments, sends out reminders to targets and gives them the option to make payment. Should they choose to do so, the IVR simply switches them to an automated payment system through phone.
Then consider the case of professionals like lawyers and doctors who operate on appointment basis. A receptionist is not the answer. IVR development services can create IVR appointment solution using the standard key press option or a smarter one with visual IVR or conversational IVR. Clients can book appointments, find free slots, choose one that suits them and receive text confirmation. The IVR automatically sends out reminders and informs the doctor or lawyer about their upcoming appointments. This is value for money in a purposed IVR.
Customers expect smart IVRs
Customers expect better technology. Businesses that adapt smarter and modern IVRs lead by as much as 24% to 36%. Get the latest tech in IVR with the help of IVR solution development companies. You enhance customer experience by using IVRs that have features such as intent classification, conversational AI and custom options.
The IVR is not a wall; it can become a door to invite better customer engagements as your IVR development service will show you.