The use of Interactive Voice Response (IVR) technology enables callers to communicate with an automated self-service system. It will direct customers to the appropriate department within the company. IVR originally consisted of a simple system that asked callers a series of questions and instructed them to click a certain button in response to each query.
To determine the reason why the consumers are calling, modern IVR software uses voice recognition and artificial intelligence. Customers will be able to give their responses when encouraged to do so.
Most IVR directs outbound and inbound calls without the need for a live operator. Continue reading to know the difference between inbound and outbound calls:
What is an Inbound IVR?
When a call comes in, the inbound IVR makes an effort to anticipate the needs of the caller. It gives them options for getting the information they require.
When a customer calls a business, they typically encounter inbound IVR, which is a self-service menu that enables them to connect with various departments. It is done by using a different voice command or touch-tone digit.
IVR solutions for inbound calls are frequently used for inbound sales, customer service, and FAQ resolution. Uses of inbound IVR:
- Assisting with inbound sales
Businesses can include their virtual numbers for the convenience of customers when information about offers and deals is communicated to consumers.
To assess whether an incoming caller qualifies as a pre-qualified lead, the IVR system can analyze the caller’s details. Calls can be transferred to the relevant agent if a lead receives high ratings on crucial metrics.
- Automated customer service
It might be frustrating for the agents to handle several calls at once, especially during peak hours. However, inbound IVR dialling might assist them in handling multiple calls at once.
Callers are asked to use their mobile devices to select the most relevant choice from a list of potential solutions. Additionally, it intelligently sends them to the best agents based on how the call develops.
IVR can manage a variety of issues, including payments, delivery tracking, offers, and shipment updates. The use of inbound IVR systems can be quite advantageous for companies with dedicated contact centres for customer assistance.
What is an Outbound IVR?
Businesses may contact customers automatically through a variety of channels, including phone calls, SMS messages, and emails with outbound IVR. As it can complement other call features like autodialers, this technology has been welcomed by businesses that rely heavily on outbound sales.
To automatically notify clients of impending appointments, payments, or promotions, for instance, a business can use outbound ivr india. Uses of outbound IVR
- Sending surveys
Regular customer feedback gathering and outbound IVR automation reduce a company’s reliance on support staff and promote business growth.
In order to gather feedback, outbound IVR contacts customers who have recently made a transaction from a company automatically. IVR surveys are a useful tool for gathering customer feedback to stay in touch with their feelings and expectations.
With the help of these data insights, the business can start a marketing campaign and pay closer attention to what its customers want.
- Sending important remainders
Reminders about unpaid invoices, subscription renewals, and other items can be sent to consumers and potential clients using an outbound IVR. Additionally, they can conduct tasks like making bill payments using the IVR directly by employing outbound calling.
Outbound IVR, in addition to being simple and convenient, also improves pull marketing strategies.
- Sending promotional updates
Push marketing strategies can be effective when used to inform customers about the company’s future plans. Customers receiving outbound IVR calls may hear a message that has already been recorded. It can be directed to a phone number where they can contact an inbound IVR system.
This marketing strategy is incredibly quick and economical, and it can help your company connect with a large number of potential customers.
Inbound IVR or Outbound IVR, Which is Better?
Deciding on inbound and outbound IVR ideally depends on the business objectives.
Marketing professionals who want to use the capabilities of outbound call automation tools to reach more clients should consider using outbound IVR systems. Choose an inbound IVR system if the business prioritizes mostly incoming calls every day.
A company’s capacity for long-term customer retention heavily influences its strength and range of offerings. The growth and development of the business will be greatly influenced by choice of an ivr service provider in india.