Effectual call forwarding in the form of interactive voice response (IVR) is sweet music to your customers' ears. The classic monotonous signals, while waiting for someone to answer, often lead to impatience. In a worst-case scenario, it results in the customer hanging up – without receiving any help. There are several reasons why IVR increases customer satisfaction – read more about it in this blog post!
IVR – from a customer perspective
One of the most common misconceptions about IVR is that companies do not believe that their customers want to reach a voicemail. It's just the opposite! The simple reason is that customers feel taken care of immediately. They do not have to wait for help while hearing those tedious signals in their ear. If they have to wait for long, there is a risk they get frustrated and hang up.
As a company, you must respond to the customer who calls, so they are satisfied with their experience. With an interactive voice response with clear instructions on how to proceed, the customer will instantly end up with the right person. At the same time, the person receiving the call knows that you can answer all their questions. IVR is thus a function that has benefits both for your customers and you.
IVR fits into human behaviour
If we think about how we use our smartphones and apps today, it is clear that humans want everything to go fast! We scroll through a news feed and read what catches our eye. We have options on social media where instead of writing an answer to a post, we can press a symbol that shows we love it or think it is funny. We can quickly take a picture with our mobile phone at the touch of a single button. Fast – and efficient.
IVR fits into the daily behaviour of humans. The customer gets acknowledged the second they enter your phone number. They get easy choices from the start, where all that is required is a push of a button to end up with the right person. That is also something many expect when they contact companies today.
Save time: Both for you and calling customers
Being interrupted by a ringtone can hinder your efficiency. It takes approximately 15 minutes after being interrupted to be able to focus on a task again. Imagine then what it is like for a receptionist, for example. Someone who has many tasks but often ends up only answering the phone and connecting calls. An interactive voice response can do this instead – and much more efficient!
A disadvantage for a customer who calls and gets to talk to a receptionist is that they must describe the reason for their call. After that, they can get forwarded, but then they have to repeat everything. IVR is thus a win-win for both you and your customers.
Tip: The smarter the voice response, the higher customer satisfaction and efficiency for you!
