How to Enhance Your Customer Experience with Multi-Level IVR Service?
Business growth used to be equated with profits your company earned. With the passage of time and technological advancements, this quantitative aspect of business has been overpowered by the qualitative element, called “customer experience.” You can enhance customer experience through a multi-level IVR service.
Basically, multi-level IVRs act as automated receptionists and offer self-help features. A self-service menu is presented when an external number calls. Eventually, the caller is routed to the agent who can best assist them.
Your inbound call system can be enhanced by using a multi-level IVR system. Using this automated system, your customers and employees will be able to route calls more easily.
Let’s explore in detail how multi-level IVRs can improve your customer experiences.
How to Enhance Your Customer Experience with Multi-Level IVR Service?
Your customers’ experience is influenced by a variety of factors, from the quality of your products to their patience with you. A multilevel IVR service is one such tool. This streamlines the process of reporting queries and grievances and improves your company’s quality of customer experience. Below are the many ways to enhance your customer experience with multi-level IVR service.
Frequently Answer Customer Questions
Your agents are practically unable to promptly handle all the calls from your numerous customers. It is also extremely frustrating when customers’ calls are not answered on the first attempt.
Your business and agents will find that multi-level IVR service is a great relief. It is easy to distribute incoming customer calls into different departments based on the enquired query with a multi-level IVR system.
As an example, if your multi-level IVR service offers your customers three options: “Press 1 for product inquiries”, “Press 2 for billing-related inquiries”, and “Press 3 for customer complaints”.
Afterward, incoming customer calls are divided into additional menu options, allowing you to connect customers to different departments. Using a multi-level IVR service to route incoming calls to the appropriate department makes the whole communication process more efficient for agents and more effective for customers.
Customer Support should be Available 24×7
When your customer base is geographically distributed, chances are your customers will contact you during the time that is convenient for them. Agents cannot afford to spend too much time offline.
A multi-level IVR service provides a “forward-to-phone” function that can easily solve this issue. Cell phones can receive incoming calls directly. Additionally, you can create call forwarding routes on different numbers as per your business priority easily and without much complication.
You can strengthen your brand image among customers by offering them round-the-clock flexibility with a multi-level IVR service.
Wait Time for Calls Can Be Reduced
Customers are not pleased with call queue messages. Sixty-seven percent of respondents admit that they feel annoyed when they were forced to wait too long. Reduced call waiting time is important if you do not want to lose customers.
A multi-level IVR service facilitates fast and efficient query handling. Using a call routing mechanism, you can direct customer calls to a specific department in your company. IVR service that has multiple levels ensures quick query resolution and smooth customer service.
Respond to Every Incoming Call
The likelihood of losing customers surges by a large number if they are left unattended. How do you respond to every approaching customer and maximize your first call resolution with limited resources and time?
This can be achieved through an IVR service that offers an “Auto-attendant” function. A built-in feature in this IVR service acts like your receptionist. When you receive an incoming call, a pre-recorded voice message will answer. It is easy to customize your message based on your business needs. Multilevel IVR is extremely useful for businesses.
Analysis of Customer Data and Call Flow
Your business routine no longer suffices without considering the real-time outcomes of your business strategies. Call center solutions cannot remain untouched by the data analytics, and predictions that are made possible from customer data.
Call data analysis is, therefore, an integral part of providing high-quality customer service. Multi-level IVR services offer analytics for call flow statistics and customer trends through dashboards and call reports. A multi-level IVR service also gives you the option to listen to their call recordings to examine customer and agent behavior patterns.
Provide Self-Help Options
The majority of customers contact a call center after they have gone to the self-service section for answers. Thus, you can add self-help menu options to multi-level IVR services to handle simple queries like the above. Self-help options not only save time and effort but also give customers peace of mind since they no longer have to wait on hold, waiting for an answer.
Conclusion
Automation and technological advancements have made multilevel IVRs important for businesses. Described as an auto-receptionist that comes with several self-help features, a multilevel IVR service is an automated call response system.
Your business gains a competitive edge thanks to this sophisticated system. It is clear, then, that a multilevel IVR is beneficial to businesses in many ways.
Does your business need an IVR service provider? Why not try Office24by7 IVR services? Office24by7 offers affordable IVR services including single-level and multi-level IVR services. Touch base with us at 91 7097171717 or drop an email at sales@office24by7.com today.
