by anton | Jan 27, 2014 |
It is much easier for the small business If a caller has been struggling with the mechanical assistant for five minutes, they don’t want to engage with staff who can’t provide assistance either. If the operator can enlighten callers on where they went wrong/ what all the options entail, the callers will have a better understanding of how to use the system more effectively next time. Need an Interactive Voice Response system for your company? You have come to the right place! Get in contact with Integrat right now and we will take you through the...
by anton | Oct 25, 2013 |
Speech-enabled IVR (Interactive Voice Response) systems can provide numerous benefits to a business that is serious about customer service. the keypad. Often callers are in a rush or they get distracted and push the wrong button, sometimes ending the call accidentally. Being able to talk to the system could go a long way in preventing redials. Interactive Voice Response systems that have a feature called voice print technology allow a system to recognize a specific customer’s voice. This gives a customer added security and privacy, especially when it comes to conducting financial transactions over the phone. Need an IVR system for your business? Get in touch with Integrat via phone or email right...
by anton | Oct 11, 2013 |
Many companies successfully make use of IVR (Interactive Voice Response) systems to tend to their customer queries. You don’t have to own a gigantic company to implement such a system – even to hold for the first available consultant but need to leave a quick message. The system allows for interactive, two-way communication that will transpire to quicker handling of customer complaints and questions. It is very simple to use – a caller only needs to press a few buttons and she has an array of information available. When looking at the construction of an IVR system, a number of components are needed to make it work. Usually a computer, containing a telephony board/card and IVR software, is hooked to a company’s phone line. The software allows for pre-record greetings and menu options that a caller can select using his telephone keypad. If the Interactive Voice Response system has speech recognition capabilities, the software is a bit more complex because it has be sophisticated enough to understand names and long strings of numbers. If you want to know more about the wonderful use of IVR systems, drop us a mail or give us a call right now! Our expert consultants are standing by to take your...
by anton | Aug 30, 2013 |
Before subscribing to any kind of service or product, cons first. Interactive Voice Response systems are one of those things that people either love or hate. Let’s have a look at both the advantages and disadvantages of these kinds of systems. Pros It saves time and money – less living, expensive employees. It doesn’t go on lunch breaks, vacations or have sick days. It is available 24/7/365 to assist clients with their queries. It can make a small company seem bigger. The notion that only large companies can afford Interactive Voice Response systems still exists, even though the cost of owning one have lowered significantly. You can also intentionally use it to give a more professional feeling to your home based business by adding several menu options for different departments that lead to separate voice mail boxes. It makes customers feel like someone is attending to their needs. Even though it isn’t a human on the other end, it is still better than holding the line for hours just to speak to a consultant. It eliminates human errors like transferring a call to the wrong department. Cons A lot of people don’t like talking to machines. But the cons of IVR systems mostly come into play in situations where a business constructed and implemented the system poorly. Areas where companies sometimes go wrong are: Menus that is too long or difficult to understand Messages containing too much info to remember or irrelevant content. Voice prompts that are hard to understand because the voice talent doesn’t produce the words clearly or correctly. Interactive Voice Systems used for the wrong in...
by anton | Aug 28, 2013 |
Customers don’t always like communicating with an Interactive Voice Response System (IVR). How can you make their telephony experience a positive one? Your system doesn’t have to be a dry, boring one. Be creative and have a little fun with it. After all, it is not a science project. However, this doesn’t mean that “anything goes” so don’t go overboard – always maintain a level of professionalism. Before you construct your messages and source a voice talent – do a little research first. Your customers are the ones that have to deal with your IVR system every time they phone you – you are creating it for them, not for you. Just like your brand has a persona (whether you marketed it that way or not) your a few questions concerning the content and language of your IVR system. Your customers will find it very refreshing if they have the option to choose from more than one type message. For example: a young crowd might like a message with informal wording and a hip tone, or customers with a strong accent will respond better to a voice with the same accent that they have. Also, keep all the principals of good client communication/ client service in mind. Whatever is happening at the back end of your system, customers still want their calls to be answered promptly. Holding the line forever or searching through a maze of options to get to a consultant will leave a sour taste in any customer’s mouth. Your IVR system is the first point of contact your customers have your business. If they find it...
