Interactive voice response (IVR) to manage customer service requests

There are many benefits to using interactive voice response (IVR) Services to manage customer service requests. However, this movement must be strategic, with special attention not to lose customers in the process. A hosted IVR is a good way to hedge your bets; you get the same access to the art technology, but none of the hassles of having to manage the system yourself.

It's all about quality

When customers call your company, want more than cold hard facts. For this reason, it is imperative that your hosted IVR offers more than just a representation of text to speech to your website.

Think about that for a second and let it sink in-

Chances are that your customers are asking for, and they need answers that either cannot be found, or are not clear on their website. Put more simply, they just want to talk to someone.

The last thing you want to do is talk to a robot-

Since you probably do not have the time or resources to dedicate a customer service agent live around the world with your customers, you will want to find an IVR with the appropriate level of quality to its customers deserve.

Let's look at where its hosted IVR requires the highest quality:

Voice clarity and sound

a. Ensure that your hosted IVR can be integrated into your website. The telephone system must have the ability to access and retrieve customer records and information specifically referenced your website.

b. Make sure that the IVR is similar, if not better mimics your customer service agent. IVR Software today is capable of communication that is natural, realistic, and decidedly human like.

Do not pass the buck!

Hosted IVR System can help you to minimize upfront fees. So why to take the risk of losing customers, don’t force them to share these costs? Companies are bound to spend unnecessary costs to consumers because they make the following errors,

a. Aside a hosted IVR solutionb. Purchasing technology is not able to operate

The biggest mistake most companies make when investing in new technologies or solutions that are passing these costs on to consumers. Remember, these tools are all about improving your results, do not scare customers away with additional service charges.

Opting for a hosted IVR will give you the opportunity to pay only for the services you use. If it plays well, the services you use are paid for themselves in due time.

The second biggest mistake then is getting into a situation you cannot handle. There have been many technical advances that are not entirely outside the realm of possibility to expect that your IVR can take care of your customers and make your morning coffee. All that technology comes at a price, however.

The last thing you want is to force their customers to support the technical difficulties that cannot handle on your own. Again, this is where a hosted IVR can really save you time and sanity. Hosted options often provide 24-hour technical support by experienced programmers and developers.