IVR stands for Interactive Voice Response. It is a technology that allows a pre-recorded voice to interact with humans through voice and DTMF tones input via the keypad. Meaning, when you call, the voice on the other end will be computer-generated. You use your phone’s keyboard to create a certain outcome.
This method allows your customer to pay for services availed using their mobile phones. From ordering movie tickets to home delivery, almost every division has used IVR for payments at some point.
Cash on delivery orders, if not verified, incur huge expenses for companies. Companies now use a simple IVR system that ensures the order is verified by the customer before it goes out for delivery. This saves time, money and human resources for the company at stake.
A system that is completely automated is one of the most basic uses of IVR. It is the easiest way to communicate with people of all languages, without having to hire people who speak all these different languages.
Greet your callers with a clear and concise IVR greeting
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If you have called a customer support number before, you must have experienced Inbound Call IVR. You can use IVR to connect the dialer to the right department, send information via SMS and more. Inbound IVR systems are popularly used for customer support, order tracking and more.
IVR can be implemented for Outbound calls too. For instance, you can make automated calls with a pre-recorded message that will play when the person on the other end answers. You can use IVR to accept input from the customer. Outbound Call IVR is especially useful for feedback, surveys and COD confirmation.
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Our Smart IVR feature ensures your customers speak to the right person who can help them with what they are looking for. The easier it is for your customers to get connected to the right person, the happier your customer will be.
IVR systems can be used as an effective channel to collect valuable feedback from the customer which can then be used to improve your service.
With automated IVR systems, there are now streamlined processes in place. Your company is now able to have a process in place for all mundane tasks so that your staff can focus on other key activities.
A customer does not have to speak to an agent each time. The IVR can handle a large volume of incoming calls. For instance, if the customer wants to know the order status, he can directly be conntected to an IVR instead of speaking to a human agent.
Not all companies have a 24×7 customer support. In cases like these, IVRs can help. Simply set up with a greeting that mentions your office is closed and also mentions your work hours. This will help customers call back during your business hours.
With Exotel’s IVR, you can decide what your customers hear. Say for instance someone is calling for the first time, then you can play a greeting that different from when a person is calling the second or third time. Personalization is important because it helps your customer listen to more relevant information.
This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.
You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.
What can you use IVR automation for?
IVR is the most economical and easiest way to conduct a market-research survey. Understand your customer demographic and decode their purchasing preferences and habits with surveys.
IVR is the best way to collect feedback. You can also use a multilingual method to solicit feedback, thus ensuring language does not pose a problem.
Hiring for blue-collar jobs is a challenge. A simple IVR call blast can help with the initial screening of employees. This is particularly useful for driving large-scale hiring.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
The number masking feature has been a very worthy addition to making our customer experience even better.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.
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