Is IVR right for my small business?

Think Interactive Voice Response systems are only for big companies? No way! The small business owner can benefit just as much from using inbound and outbound IVR. You don’t have to receive thousands of calls each month to consider using an automated telephony system. Neither do you have to be a corporate giant with hundreds of telesales agents. A great number of small companies are turning towards IVR systems these days, because not only is good customer service their top priority, but they have to keep up with their competitors. Today’s consumer want things done on the spot. And if you don’t deliver fast enough, they will simply move on to a company that will. An IVR system can record calls when you aren’t available (for example after office hours), so instead of customers not having their calls answered, the machine can record and store it until someone can attend to it first thing in the morning. You are probably not planning on staying a small fry forever, so why not get your systems in place now so it can help your business to grow! After all, a telephony system can help you to appear professional and make a good impression on callers. These systems are also capable of recording incoming calls. What does this mean for you? It is always good to have a record of conversations between employees and clients should complaints arise from the interaction – or to have a record of what a client is actually complaining about. From a legal standpoint, you can’t go wrong with it. Another benefit of having calls on record,...

How can I optimize my IVR system?

Today it is harder than ever to cut through the communication noise to reach your clients. This doesn’t only ring true for marketing practices, but also for your answering systems. How can you make the best of your IVR (Interactive Voice Response)? Offer value: To truly rise above the rest with your IVR, you should offer your clients one simple thing – value. This could be anything from saving them time and money to supplying them with something extra (like information) that your competitors can’t. Keep it simple: Your clients are pushing for time. The last thing they want to do is listen to an intricate list of options that goes on and on. Only have the options available that are most important – take note, important to your clients, not your company. Get to the point, fast: Your IVR system shouldn’t have a long welcoming call. Also, your Interactive Voice Response system should respond promptly to the client’s input with intelligent follow up choices. There shouldn’t be a long delay in response after the client has made their choice from the menu. Encourage interruptions: Offer “barge in” technology that will allow clients to respond to prompts without listening to the entire command. This won’t only save the customer time and money, but will also help eliminate frustration. Jump the queue: Ensure your system offers immediate follow up with a live representative once the routine transactions have been completed using the IVR. According to vocantas.com, the best case scenario here is to push your IVR customers to the front of the queue for a live attendant when they need...

IVR systems and good customer service go hand in hand

So, you have decided that it is high time your company invested in a good IVR (Interactive Voice Response) system. If you have chosen Integrat, you know you’re your system will be in good hands. Now the only thing left for you to do is to work that system like a pro. How? By providing excellent customer service! Here are 8 tips to get you on the right track 1. Be knowledgeable about your products and services so when your customers call, you can solve their problems on the first your business as a pleasant...

How do IVR systems work?

IVR is the abbreviation for Interactive Voice Response systems. Professional businesses use these systems to answer incoming phone calls and to direct clients through the switchboard’s appropriate channels. How do Interactive Voice Response systems work? First of all, an IVR system works by connecting a computer to the company’s telephone line. The computer needs IVR software and special hardware called a telephony board or telephony card. When a client phones the company, the IVR software gives the caller a pre-recorded greeting and then asks the caller to choose an option from a set menu. For example: by pressing the number “one” on the keypad and outgoing phone calls are routed through the regular Public Switched Telephone Network (PSTN) or over a VoIP network. TCP/IP network: a standard internet network that provide Internet and intranet connectivity. VXML telephony server: a special server that serves as a middle man between the phone – and the internet network. Databases: real-time information that can be accessed by the IVR applications. Web/application server: the home of Interactive Voice Response system software. There might be several different applications for different functions. Are these systems expensive? Nope! Plus you have the added bonus of eliminating negative human factors. For example: consultants that don’t show up for work or extra money spent on overtime. IVR systems can operate night and day; through rain or sunshine. It is a reliable investment that will pay for itself in the long run. Do you need Interactive Voice Response for your business? Drop us a line at Integrat and we will gladly help you to boost your client...
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