How can businesses improve customer services with the help of IVR - ProProfs Discuss
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How can businesses improve customer services with the help of IVR service providers in India?

Asked by Mouna Challa, Last updated: Oct 14, 2019

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Mouna Challa

Digital Marketer

Mouna ChallaDigital Marketing Manager, Masters, Bengaluru
Digital Marketing Manager, Masters, Bengaluru

Answered on Oct 14, 2019

Marketers use IVR services to create multiple lead-gen campaigns and resolve customer queries. A lot of these campaigns ask people to call them back on unique IVR numbers.

When prospects call you, you certainly don't want to keep them on hold and irritate them. This also presents an opportunity to create a great impression on the prospect and develop your brand. With the help of the best IVRservice providers in India likeCorefactors, you can create an on-hold message which will improve customer experience.

Inform the caller about average wait time, so they don't get frustrated with on-hold music. Give them an option to submit their details so you can call them back later. With API integration, you can even save the information on a simplelead management system.

Offer a bit of information or use voice commercial on-hold messages. They can be used to sow the seed of an idea in the customer’s mind.

Never replay the same IVR message every 20 seconds. You are just irritating the customer before they even had a chance to speak to your sales rep.

Customize the tone of voice and the type of language used in each IVR call match your brand.

If you have a customer support line, use IVR services to answer FAQs. This will enable you to reduce contact volumes.

A final tip, alternate between a male and female voice for each message. This helps in sparking the attention of the caller when you are making a useful announcement.

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