Cloud IVR
interactive voice response
IVR application
IVR interactive voice response is an integral part of modern telephone services. In the past, when customers called the hotline, operators would route them to various departments. In addition to cost issues, operators cannot answer several calls at the same time, causing customers to wait as soon as they call the hotline, which will inevitably reduce the overall customer service quality. IVR can help you save this part of time and manpower in advance, guide customers to choose the most correct department, and then let the agent responsible for that department answer the call. The entire process is more efficient and increases satisfaction. Of course, if you don't provide 24-hour customer service, you will never be able to meet a small number of needs.
But is your business simply about answering calls and answering questions? Have you ever considered that some operations can be done without manual processing? A general IVR can only help you divert traffic, but the potential of IVR goes far beyond just diverting traffic. As long as it is paired with appropriate programming and databases, IVR can help you solve some self-service services that "actually do not require human intervention." When you receive a new credit card to open, will there be an agent to help you handle it? To check delivery details, if the customer can enter the tracking number, does the agent still need to manually enter the tracking number and then read it out on the screen? In fact, these are all unnecessary. As long as the data can be processed by digital keys, IVR can actually solve some things that "actually do not require human intervention".
Automatic voice response
Let your customers choose from voice menu options and interact using voice and a keypad. When customers call your organization's customer service number, they hear a recording asking them to choose from a series of options, such as language or department. The IVR system then directs the caller to the appropriate representative or lets the customer complete the task themselves.
Authentication
If you want to add verification functionality to your existing system, in addition to sending verification codes via SMS and email, phone verification is also a feasible method. The biggest advantage of using phone authentication is that it avoids the other two disadvantages: emails can be logged in from multiple places and passwords can easily be stolen. SMS guarantees that the number is linked to the mobile phone, but there is an additional charge. For phone calls, just use existing phone lines.
Avoid meaningless harassing phone calls
By using IVR, people who dialed the wrong number will find out when they hear the automatic voice response, and marketing calls will also be hung up midway due to the automatic voice inquiry system, so you can no longer waste manpower on answering meaningless calls. cost.
