1. It encourages automated customer service:
Automated customer service means that customers are enabled to solve their own problems and obtain the required information without speaking with an agent. Therefore, IVR systems simplify the customer service by automating it.
2. It enables handling of large call volumes:
Companies are allowed to easily handle high call volumes with the help of IVR systems. By employing this technology, callers are automatically directed to the most appropriate agent or department or they have to wait in a queue when all agents are busy. Another solution for such instances is that the systems allow the caller the option of having an agent return their call rather than wait in a queue.
3. It helps keep customers happy:
Different customers have different preferences. For example, some would prefer to get the answers they need by interacting with a recording rather than speaking to a live person while others may insist on it. IVR systems let the customers have whatever they require, thus, keeping them happy.
4. It helps create a sense of professionalism:
In case of startups and smaller companies IVR technology can be used to make the company appear larger than it actually is. Moreover, IVR prompts can be configured so as to allow callers to talk to sales, support, marketing or technical support, etc. They will be routed to the person on your team assigned to answer all of the calls, regardless of the department they choose. In other words it helps create a sense of professionalism that can help impress the customers.
5. It reduces operational expenses:
IVR systems are very affordable as they replace a receptionist or a customer service agent who answers calls and directs calls to agents. This in return increases efficiency and reduces operational costs which further results in a huge ROI.