CPaaS is a cloud based framework that lets businesses encompass services like voice and text messaging for engagement. IVR(Interactive voice response) is a feature that automates businesses to map the customer responses from a menu via phone call. IVR system calls the consumer and takes in their responses from either keypad or voice response, following their response with the appropriate follow-up action. IVR systems have been in use by businesses for customer support. IVR system helps reduce the need for live agents by a lot, it saves valuable time and resources that would otherwise be spent on training and infrastructure. It also helps businesses by allowing their workforce to work on more complex tasks. The growth of technology is still growing and is capable of being used in new scenarios. Here are some new and effective ways to use IVR outbound calls:
Amid all the busy environment and today’s fast-paced lifestyle, it’s easy to forget certain appointments which can lead to failure to attend or some serious delays. IVR outbound calls help in certain scenarios by reminding the customer about their upcoming appointments via calls. This service helps businesses by improving their turn up ratio and it helps customers by saving them time and simplifying the process.
For example, if one person has scheduled a call for 3:00 pm an IVR outbound call will be made to the customer before 3:00 pm reminding the individual of their appointment. This simple step before the actual call/appointment saves the possibility of delays and saves everybody some time and peace of mind.
IVR outbound calls help by reducing the need for actual staff. IVR outbound calls interact with the potential customers and based on their responses connects them to the live agent for further procedure. This inclusion of IVR eliminates the need for the initial human interaction to figure out if the customer is interested or not. This helps save costs regarding keeping staff, training and infrastructure and allows businesses to direct those funds towards more important/complex tasks.
For example, if a customer seems interested and opts in for further steps towards the scheme/offer then the IVR system will call the potential customer to figure out his/her interest and requirements. The IVR system will provide the customer with certain options and based on the response connect him/her to the appropriate agent, in turn saving time and additional costs.
IVR systems can also be used to verify identities. Amid all the frauds, scams which have become more common than ever, customer security has become very important. It is not enough to fill in minor details to verify someone’s identity. Today’s time and life requires identity verification to be impenetrable. IVR outbound calls help by requiring way more than some minor details to verify customers identities. This saves customers some peace of mind and also helps build customer loyalty.
For example, earlier customers were only required to fill in minor details like date of birth, name, age etc. With the advent of IVR technology, more intricate details that can be only known to the consumer are required via phone call to determine the identity. This makes the process simpler and more secure.
Now that we are aware of new and effective ways to use IVR outbound calls. Let’s look at how you can set up an IVR system.
How to set up an IVR system
Setting up an IVR system has never been any easier for businesses. There are many IVR system solution providers in the market offering IVR outbound and inbound services. Mtalkz is one of the best IVR system solution providers in the market. Mtalkz offers features like Centralized business number, IVR greeting, Call routing, Call recording, Call reports, Timely follow-up and more. Mtalkz offers all this and more at competitive pricing that makes up for a seamless solution with premium functionality while being cost-effective. Visit Mtalkz’s official website for more information.