IVR
Virtual receptionist at your service
IVR, or Interactive Voice Response automatically directs callers to the right team or person, first time, every time.
What is Interactive Voice Response (IVR)?
IVR/Auto Attendant refers to an automated system that interacts with callers, gathers information, and routes calls to the appropriate team member or department within an organization. It serves as a virtual receptionist, providing a streamlined and efficient call management solution.
Transform your customer experience
When customers are waiting in long queues without speaking to anyone from your business, they get bored, frustrated, and want to hang up. IVR directs them to the right place automatically, whilst improving customer service as they don’t go through several people or queues to speak to who they need to. IVR puts the caller in control, ensures calls are answered quickly and boosts customer satisfaction.
Long processes lose business
If your customers are waiting in call queues, with no clear direction of what team or person they will be sent to, your teams are going to waste time directing them to the right place. Automation like IVR protects your business from these losses. IVR is that automated menu you reach when calling a bank, internet provider or any company for that matter. It’s the thing that says: ‘Press 1 for CloudCall does WHAT?, 2 for I need this now, 3 for Where has this been hiding?!’ and so on.
Protect profit margins
Automating manual tasks means your team can spend more time dealing with customers, than directing them to the right place. Investing in an integrated phone system improves your processes massively.
Keep customers happy
Customers are quickly and easily directed to the right place. Long and complicated call queues are a big reason a customer may switch to a competitor.
Be in the know
Your team will know who each customer is when the call reaches them. With just a click, they can view customers CRM record history, to provide the best service possible when answering a call.
How does IVR help my worklife?
Meet Margot*
HITTING TARGETS
“My experience of IVR as both a customer service rep, and as a customer, is that it just makes things easier. Instead of being passed around from person to person, customer queries are dealt with quickly and efficiently.”
Meet Jerry*
LOCATION, LOCATION, LOCATION
“IVR makes our lives so much easier. Instead of wasting time answering calls just to direct them elsewhere, the robot does all the manual labour for us, so we can focus on providing great support.”
Margot and Jerry aren’t real but there’s 1000s of similar people out there just like them. And maybe you’re one of them. Maybe your team isn’t performing how you’d like them to perform. Maybe business goals aren’t being achieved. Or maybe you’re an agent wondering how you could make your work-life easier – more successful. If you are any of these – give us a call today and see how an integrated telephone could help.
More about IVR
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