Your Interactive Voice Response (IVR) system is one of the most effective tools you can have to care for your customers. But an auto attendant must be installed with the demands of 2019 in mind. Did you know that 93% of customers are likely to make repeat purchases when they receive good customer service. IVR is a big part of that, and it should be part of your internet phone service.
Here’s how to create a user-friendly system.
1. Stay Open All the Time
Obviously, you don’t need to have your staff stay awake at all hours. But your VoIP phone service in California can keep you covered.Use IVR to offer a variety of self-service options. The most powerful feature you can provide is the callback option. This ensures that their details are kept, and your staff will call them back at a time convenient to them.
This is how to do 24/7 service without staying open 24/7.
2. Offer Fewer Menu Options on Your Interface
You may feel like you’re helping your customers by offering a variety of different choices, but this just lengthens the call and confuses people. You should have no more than 3-5 options, with the fewer the better.
Get right to the heart of the matter and let your customer work quickly through your auto attendant’s interface.
3. Use Visual IVR to Suit the Modern Smartphone
Visual IVR is the next step up. Most people these days will be calling you from a smartphone. After all, only 39.4% of households now have a landline and some sort of wireless phone. This feature of your internet phone service will allow the customer to select options on their touchscreen. It’s easier for them and they can do it quicker.
4. Allow an Option to Speak to an Agent
Some businesses go about using an auto attendant the wrong way. They use it to try to stop people from contacting their customer service agents. Even today 57% of customers want to speak to a human being when dealing with complex purchases.
Before you upset that 57%, make sure your IVR includes an option that can connect them to a human on the phone.
5. Tailor It to Your Customers
When you purchase a VoIP phone service in California with this feature, you shouldn’t just use the default settings. Instead, you should be tailoring each option to your customers.
Do your research and find out why customers contact you over the phone. By using these top results, you can answer your customers’ queries quickly and efficiently.
6. Making Your Auto Attendant Work for You
You need to not think about what IVR offers you but how it makes it easier for you to fulfill the needs and wants of your customers. Before you begin tailoring your new system, find out what your target market wants.
Look at the most common complaints you receive and actively reach out to your customer base. Have you considered upgrading your customer service yet?
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