Let’s face it, businesses in today’s economy are going global. The evidence is ALL around you. To remain competitive and make a profit, companies must expand – VITEC’s interactive voice response solutions make that possible.
Companies everywhere are enhancing their customer service by deploying self serve applications to provide 24/7 access to sales, service, account balance, inventory, bill payment, status, collections, inquiry, and support calls in their organization. They recognize that providing customers up-to-date information instantly and easily without having to speak directly to a person has measurably improved their customer service and lowered costs.
Businesses that choose to opt out of launching an interactive voice response (IVR) will have a difficult time in today’s economy. A company cannot expect to remain viable in their given marketplace if they do not possess the tools their customers need. The majority of consumers are now more comfortable than ever using an IVR system for self serve rather than with speaking to a person.
Of course, there will always be times a caller must speak to a representative for detailed questions or answers that the IVR system cannot handle. What is more frustrating then after entering your 16 digit account number you are transferred to an agent who asks, “What is your account number?” Best of Breed interactive voice response solutions are set up to transfer all of the caller’s relevant information to your agent, such as menu options selected, account number, and information requested, nothing is lost!
Businesses using and benefitting from an IVR solution should expect to:
- Extend office automation to caller/customer
- Answer every call on the first ring (time is money!!)
- IVR works tirelessly for you, 24 hours a day, and it always greets callers with a fresh, positive voice!
- Save money on lost customers
- Attain a larger customer base
- See larger profits
- Save time by getting the caller to the correct person/department quicker
- Organize workgroups
- See statistics on caller requests, dispositions, and traffic
- Gauge staffing needs
- Route voicemails to workgroups and individuals
The primary benefits of an IVR solution are that you can rest assured your company will always be there for your customers, to serve your clients 24/7! Without this ability, a customer might choose to take their business elsewhere. Who can afford to lose good customers?
Time zones are an important consideration in this global marketplace. If, for instance, your company provides a product/service that people abroad are purchasing, an interactive voice response program can easily process after hours requests. If you are a 9-5 operation expanding service to 24/7 is very costly.
The benefits of IVR are essential, not only in growing your business, but maintaining it as well! If you have questions or would like more information, contact us for a no-obligation consultation with an interactive voice response expert.