Whether your marketing campaigns are going to be successful or not depends mainly on the persuasiveness of your communication tactics which you use while reaching out to your potential customers. Why would a customer be interested in your services if your business fails to provide a high-quality customer experience? For providing 24*7 customer support, whether it is online or offline, the agents should make sure that they are able to solve customer queries in a systematic way.
Internet voice response (IVR) is a solution that enables call centers or service-based businesses to improve their efficiency and deliver a better customer experience.
What is IVR?
IVR stands for Interactive voice response (IVR). Interactive Voice Response (IVR) enables users to interact with a phone system through the use of voice commands and DTMF tones input using a keypad. IVR systems automatically take the incoming calls. And depending upon the customer inputs, it routes the calls to the best-suited agent.
In simple words, an IVR system plays a pre-recorded voice that prompts individuals to give their responses by pressing numbers on the mobile keypad to choose an option.
How does IVR work?
Each IVR framework is unique, yet most follow a conventional sequence. The initial step is the customers dialing and listening to the pre-recorded message. In the next step, customers enter specific numbers on their keypad to choose their favored language. Lastly, the customers get to choose from different options. For example, Press 1 for sales, Press 2 for specialized assistance, etc.
Benefits of the IVR system for Business Marketing
1. Intelligent inbound call routing
Call routing may seem like an insignificant feature, but improving the inbound call routing can actually do wonders for your business. In present times, customers want to associate with firms that are up-to-date, dependable and fast to react to queries.
2. Customer feedback
Behind any established business, customer satisfaction plays a major role. By getting proper feedback from your customers, you can get an idea of whether your quality of service has proved favourable to your customers or not and you can learn where your staff is lacking behind.
3. Notifying customers with service updates
IVR system for business marketing lets you reduce the number of follow-up calls you make. Using IVR gives you the freedom to tell the customer their direct mail campaign is being sent, deliver updates about services and notify them whenever a new service is added to your business. One thing important to be kept in mind in today’s business scenario is that purchasers couldn’t care less about building up a long business relationship. Their only need is to get the services with minimum interaction.
4. Lead generation for promotional campaigns
You can use IVR to generate new leads. Apart from sending emails to potential customers, you can ask them to contact you on your IVR number. For instance, a quick survey on the type of solution which they are using and is that working for their business or should they consider swapping to your solution.
5. Knowing your audience’s purchasing needs and habits
It is important for marketers to know what their customers are habitual to buying and what are their needs. Surveys offer a clear understanding of your customer’s preferences. You can request them for feedback on your products and services so that you can get to know what type of products they consider worth purchasing. IVR surveys enable you to receive honest responses from customers. Using auto-generated IVR calls you can modify any inquiries or change them as you need while having the option to evaluate feedback right away.
