What is Outbound IVR?

Most people are familiar with the term IVR (Interactive Voice Response) but not everybody knows that there is more than one type: Inbound and Outbound IVR.

IVR (in a nutshell) is an automated telephony system. These system are used by companies to perform preprogramed functions and act almost like a real life consultant.

Inbound systems are generally used to answer and direct telephone calls along the appropriate channels within the business. Outbound IVR allows a business to proactively engage with customers through multiple channels such as automated voice calls, SMS messages, email or social media posts with personalized communications.

You can use it for things like:

  • Surveys into customer behaviour
  • Product orders
  • Reminders for appointments, payment due
  • Notifications of shipment arrivals etc.
  • Account activations
  • General enquiries

Although the message are automated, the info can still be customized and personalized to fit the needs of your consumers.

Providing info to customers proactively helps to create loyalty and a positive experience. The easier you can make a customer’s life, the better. Which is one of the reasons why companies have begun to use Interactive Voice Response for things like reminding a customer to refill their prescription or top up their airtime. You can take it even further by providing customers with direct assistance after your call to action. For example: remind the consumer that their airtime is low and then give them the option to top it up on the spot by directing the call to the sales department.

This will, of course, help you to create more revenue while keeping your customers happy at the same time.

Tip for using Outbound IVR: find out what type of channels your customers would prefer. Certain customers will prefer a phone call, while others would rather receive an email or text message. By empowering the customer to select their preference, the organization has a greater opportunity to continue communicating with the customer for the long term, thus increasing the profitability of that customer to the company.

Personalize your brand en customer communication with an Interactive Voice Response system that works. Call Integrat today for more info.

Herman Cremer
A seasoned professional with 20 years of experience in digital & mobile solutions and advertising.

 

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