There are many advantages to using an Interactive Voice Response (IVR) system to manage customer service requests. However, this step must be strategically to lose with great attention to customers, not in the process. A hosted IVR is a nice way to hedge your bets; you get the same access to the latest technology, but none of the hassles of the equipment on their own to manage.
It’s all about quality
When customers call your business, they want more than cold, hard facts. For this reason it is imperative that the hosted IVR offers more than just a text-to-speech representation of your site.
Think about that for a second and let it sink in…
Chances are your customers call, because it answers that cannot be found either, need or are not clear on your website. Simply put, they just want to talk to someone.
The last thing they want to do is talk to a robot.
Since you probably do not have the time or the resources to devote to a live customer service agent for each of your customers, you are going to want to make an IVR with the appropriate quality of your customer to find.
Let’s look at where your host IVR must look the highest quality:
Voice quality & sound
Your first step should be to ensure that your host IVR can be integrated into your website. The PBX should be able to both access and retrieve customer data and information that is made specifically for your site.
Secondly, make sure that your IVR is similar, if not mimics your best customers service agent. Gone are the days limit speech recognition systems to short and shortened customer support. Today’s IVR software is able to communicate the natural, realistic and humane pronounced as it is.
Not pass the buck!
A hosted IVR can help you to minimize any up-front fees. So why would you risk losing customers by making them participate in these costs?
Companies tend to pass on unnecessary costs to consumers because they make the following two errors:
Neglect a hosted IVR solution
Purchase technology they are not suitable for operation
The biggest mistake most companies make when investing in new technologies or solutions that these costs on to consumers. Remember, all of these tools on how to improve your bottom line, not scare customers away with additional service charges.
Opting for a hosted IVR will afford you the opportunity for services that you pay for the use. If played correctly, the services that you do not use to pay for itself in due time.
The second biggest mistake is then in a situation that you cannot always handle. There have been so many technological advances that can be expected not completely out of the realm of possibility that your IVR can take care of your customers and make your morning coffee. All that technology comes with a price, though.
The last thing you want is to force your customers the technical difficulties that you do not treat on your own to bear. Again, this is where you really save a hosted IVR can save time and nerves. Hosted options often offer 24-hour technical support by experienced programmers and developers.
There are many ways a hosted IVR be a great asset to your business. Otherwise, to think critically about the type you are using is not a good idea, though. Speech recognition systems that are not using your website or integrate maintain sound like robots do some justice and may even cost you a few customers. In addition, systems that cost too much forward, or require an excessive amount of technical support only undermine any benefits from the use of an automated call system.