5 reason why your IVR system needs to be just right

It’s no wonder that so many businesses are implementing IVR systems. 73% of customers want the ability to solve product/service issues on their own. On top of that, 71% rather use the phone to solve their issues. Those numbers are pretty hard to ignore. However, a poor IVR system can be terrible for your business. In this article, we’re going to go over a few reasons why you should only trust your IVR system to experienced professionals.

1. People hate bad customer service

While the right IVR system will cut costs and improve customer retention, a poor IVR system will do just the opposite. 83% of customers would avoid a company after a poor experience with an interactive voice response system. That’s when a professionally implemented IVR system pays for itself. When 83% of the issues caused by your IVR system will end up on losing a client, it’s crucial to keep those issues to a minimum. After all, acquiring a new client is seven times more expensive than retaining one.

2. A better experience is worth it

Standing above the competition is not just about cheap prices. 60% of consumers will be happy to pay more for a better experience. That is clear proof that cutting corners on your IVR system could backfire. The best part is that if done correctly you could present a better experience for no extra cost. One of the main goals of an IVR system is to lower costs.  

3. Nobody likes wasting time

The truth is that wasting your client’s time is always disrespectful. However, doing it on an already sensitive area is even worse. 72% of consumers already believe it takes too long to reach an actual person. An intrusive IVR system will easily bring response times above the average. Which, as we can see isn’t good enough to begin with. On the other hand, a professional IVR system will just as easily bring response times below average. Just another point to set you apart from the competition.

4.  You should show customers that  you care

Consumer loyalty is a cornerstone of success. The best way to get that loyalty is letting customers know that you truly value them. 76% of consumers say they view customer service as the true test of how much a company values them. That starts with your IVR system. As we explained above, consumers like to solve their issues over the phone. Which means your IVR system in right under the spotlight. It will start most interactions with returning clients. The right IVR system will make them feel appreciated, thus starting most of your customer interactions with the right foot.

5. Expectations are rising

That’s right, people are getting used to technology. A few years ago an IVR system was a novelty onto itself. Now that most companies use them, people expect more from them. 54% of customers have higher expectations for customer service today compared to one year ago (2017). We all know that satisfying expectations is a crucial part of consumer retention. That starts with your IVR. If the interaction has a poor start it’s going to be harder to reach a pleasant ending.

Would you like to make sure that your IVR is up to standards? Let us take a look at it. We have all the experience needed to find and resolve any potential issues with your IVR. Call now for a free consultation +971-4-454-1054.

How to use IVR to increase the reach of your marketing

One of the bests things about your IVR system is flexibility. There’s no need to limit its uses to customer service. In fact, it’s kind of a waste. Your IVR has huge marketing potential. Just think about it. Making a client return for more it’s always easier than finding a new client. Your IVR is a channel filled with hot leads. Take advantage!

That being said, it’s important that you don’t jeopardize customer service for that extra reach. A spammy IVR will hurt more than it helps. Sure, you can and should use your IVR for more than customer service. Still, customer service should be your top priority.

In this article, we’ll go over a few tips on using your IVR to increase your marketing reach. In each one, we’ll talk about the line between news and spam. However, keep in mind that each industry is different. Some have more tolerance others have less. Always keep an eye on your IVRs metrics to get the best performance.

On Hold Messages

You’re probably familiar with these, but, they’re so important we’re going to talk about them anyway. Some people might think they need to choose between On Hold Messages and IVR. That’s not true at all. Sure, IVR is meant to reduce on hold time. However, it doesn’t really eliminate it. You still don’t want that reduced on-hold time to be silent.

Consumers will stay longer on the line if there is an on hold message. Plus, those messages present you with the perfect opportunity to tell them about your latest promos. They will feel you care about their time and you’ll get extra exposure for your campaigns. Talk about win-win.

About not jeopardizing customer service. Don’t make your caller’s hold time into an endless ad. Give him a minute or two between messages. Another great tip is having multiple messages queued. Repeating the one message too many times will get annoying, fast.

Leverage the greeting

If your IVR system doesn’t start by greeting your callers you’re in big trouble. Call us right away and let us know its an emergency. I’m kidding of course, but a greeting is quite important. Getting back to our point, you can include a promotional message to go with your greeting. That way your customers will hear about it, even if they won’t go through hold time.

Not letting this one get spammy is pretty straight forward. Keep it to a single short message. They don’t want to wait for a full explanation before dealing with the issue that got them to call.

Add an extra option

Including an option to hear about sales and events is a great place for detailed explanations about your latest promotions. The best part is that only interested customers will end up there. Which means that you won’t need to worry about spamming in this one. You can explain all the details you want. Go nuts!

Those are the top ways of using your IVR for extra marketing reach. If done correctly it will even improve customer experience in the process. Which reminds me, if you want to make absolutely sure you’re getting all you can out of your IVR schedule a free consultation. Call now! +971-4-454-1054.