ivr (interactive voice response) system & technology
DESCRIPTION
A slide deck explaining the utility of an IVRS for your business. Best practices, what to do and what not to do when setting up an IVRTRANSCRIPT
IVRS Technology and how it helps (Interactive Voice Response System)
Ok, in layman terms..
Where is it used?
Ever called your mobile operator's support number?
Or, the customer support number of your Bank..
Or when you don't really want to hear it
Why do businesses use IVR and how?
To gather information from people calling in
To make their interaction smarter & simpler
To scale without spending on “people” always
For payments
For local language interaction
To sound very professional
Some ways in which people get
IVRS wrong
You don't want him to go through an IVR now, do you?
By having a complicated IVR setup (Don't make your customers feel like
this!)
By connecting an unsolicited tele-marketing call automatically
How do you make IVR work for your business?
● Configure IVR:– By Work Function (Sales, Support, Payments, etc.)
– By Phone Number & caller ID
– By using your CRM database integrated with IVR
– By utilizing Intelligent routing with last input
– By order ID
– Etc.
Understand your prospective customer
● When will your customer call you?● Are they in a hurry?● Are they in an emergency? ● Will they be patient to listen all the options? ● Will they understand the IVR options?
Use intelligent systems and technology
And sometimes just remove IVR for a while to see if you really need it.
Do you really need IVR?
Sometimes, customers just want to talk to you – like how JD does it
IVR is technology – technology must be used right
● Improved our own IVR after repeated iterations● You can setup intelligent IVR systems with us
@Exotel and make changes in < 5 mins● Check out
some smart ways companies are using IVR
Questions? Say Hello!
● Email: [email protected]● Website – www.exotel.in● Phone (has an IVR!) +91 8088-919-888