Making Automated Phone Menus Work for You
Automatic phone menus or IVR’s have a bad reputation. Too often, they’re viewed as a way to keep callers out instead of as a tool for better customer experiences. That’s why we’ve populated a handy list of IVR Dos and Don’ts – so you can take full advantage of this often-overlooked technology.
Your IVR is full of opportunities to better engage callers and turn complaints into loyal customers. By following these rules, your organization will get all the benefits of improved customer experience – ROI, brand awareness, customer retention, and overall satisfaction with your company.
What’s an IVR?
IVR stands for Interactive Voice Response – it’s that automated receptionist that tells you to “press 1 for sales, 2 for support or if you know the extension of the person you’re trying to reach, dial it now.”
- Hunt groups: Create a list of employees to ring for a specific call. The system will ‘hunt’ for the people in that group and go down the list until someone is available to answer.
- Ring Groups: Ring multiple phones at the same time so that calls can be answered by whoever is available. This can be organized by department or any way that makes sense for your business.
- Presence across multiple devices: Connect your office extension to a cell phone, softphone, desk phone and more so you can always be reached.
Ready to take your IVR to the next level?
Customer experience is a popular topic – for good reason. More and more, businesses that fail to make it a priority are finding themselves hammered by bad reviews and worse press. Your IVR is a rich source of opportunity to create experiences that build loyalty and goodwill in your target market. With a little strategy, you can do a lot.
At iTel, our specialty is building out the streamlined phone, internet, and network solutions that save businesses time and money. iTel’s Hosted PBX and Managed Voice services are so feature-rich, you’ll have your IVR doing things you didn’t even know possible. Contact our telecom experts and start building your custom solution today.