Efficient use of hosted IVR services means getting better results without unnecessary effort. As an entrepreneur, the success of your business depends on it. So how do you do it?
The first step in learning how to use speech technology efficiently is understanding the relationship you have with your consumers. When your consumers are satisfied, you will consolidate the longevity of your business. But we all know that consumer satisfaction goes beyond giving them what they want …
You must pamper them so that they feel valued.
Doing this without exerting extra effort can only happen if you establish proper communication channels to listen and respond to their needs.
Now is a good time to compare and contrast the use of traditional and hosted IVRs.
Traditional IVR solutions are designed to allow automated conversation with multiple phone systems. On the other hand, hosted IVRs are arguably more efficient because the “extra effort” is passed on to a third party.
Here are some strategies that can help you use your call automation tools more effectively:
- Train your staff just once.
- Never pay overtime.
- Embed answers to yes / no questions.
- Automatic dialing services.
- Get into the head of your interlocutor.
Hosted IVR service providers integrate their systems with your network, but keep the equipment at their own premises. This arrangement works best for you if you lack staff who are well versed in IVR administration. Plus, you can save on the costs associated with installing irrelevant infrastructure. Over time, you may decide to switch from hosted IVR services to on-site IVR service if you wish.
Using your call automation tools efficiently means recognizing that some clients seek your help in the dead of night. If you decide that all you need is a live agent, you will have to pay additional fees to these people for their overtime. Of course, there are numerous channels that you can use to conveniently connect with your consumers. However, with IVRs alone, you can save many costs associated with employing customer support staff. However, automating conversations prevents your business from increasing these expenses.
Due to its automated nature, both you and your consumers will be satisfied. They come built in with voice recordings, making it easy to answer simple yes or no questions.
Whether you opt for an in-house or hosted IVR, you still benefit from serving large numbers of consumers in an instant. Now, compare this to a situation where you depend on people to reach your customers. In such a scenario, you need many employees to answer inquiries or receive feedback from your many consumers. This means that you have to pay these people; a fact that translates into more expenses.
IVRs can also help you when conducting market research. These exercises generally involve printing questionnaires and taking field trips. Understandably, this is all aimed at finding out what your consumers think about your products or services. However, IVRs are of great help in this regard. Systems often make outbound calls to the sample population to get their response. Thereafter, they record the responses on a keyboard, which takes as little time as possible. On the contrary, taking field trips and taking questionnaires would take a great deal of time and money.
The welfare of consumers is a fundamental concern for any business organization. After all, your loyalty is what keeps you in existence. However, engagement channels shouldn’t affect your earnings. Therefore, the need for conventional communication methods is paramount. Interactive voice response solutions like Hosted IVR are the perfect way to balance your satisfaction and that of your customers.
