Outbound IVR (Interactive Voice Response) is an automated customer service solution that sends proactive, personalized messages to customers via an interactive telephone system. It can collect information from the customer, provide self-serve options, and route them to the most appropriate departments. There are many ways in which outbound IVR software can enhance your business. Here are some of the main benefits:
By automating processes and providing self-serve options, you can save time for both your business and your customers. According to research, 67% of customers prefer self-serve options to speaking with a live agent. With outbound IVR, customers can self-serve to complete many tasks, such as to:
Outbound IVR also allows you to free up agent time so that they have the opportunity to work on other queries, such as answering inbound calls. A leading retailer used our outbound IVR (aka Interactive Voice Messaging) to answer 90% of their inbound calls, as opposed to answering only 35% previously.
Enhance customer relationships by allowing you to send the right message at the right time. With certain processes, such as credit collection, poorly timed outbound calls can be detrimental to customer relationships. However, with outbound IVR software, customers can still receive the message even if they are too busy to have a conversation. You can even provide the option to call back so that customers can respond whenever it is convenient for them. It helps to strike the right balance so that you can communicate effectively without any negative impact.
Outbound IVR is significantly less expensive than speaking with a live agent. A well known utility provider deployed an automated solution using our Interactive Voice Messaging and decreased their costs per completed survey from £3 to less than 40p. That’s seven times cheaper than making manual phone calls.
Not only that, but you can also decrease costs by reducing the number of live agents required to make calls. With VoiceSage, you can achieve higher conversion rates with 60% less agent resource. These customer support agents can then handle other issues or focus on sales to drive revenue.
Discover how to avoid common IVR problems: Common IVR Call Centre Problems and How to Avoid Them
Improve customer satisfaction by increasing the first contact resolution rate. With the right automation in place, customers are directed to the most qualified agent that can answer their queries. This not only boosts efficiency but also enhances the customer experience.
You can even measure customer satisfaction via outbound IVR by sending follow up surveys. Send voice surveys following appointments, interactions, or transactions to determine satisfaction levels. Voice surveys are simple to build and send, and you can easily analyze results via our detailed analytics. This valuable information gives you insights into what your customers think and can lead to increases in the Net Promoter Score (NPS).
Learn more about measuring customer satisfaction: Customer Satisfaction Surveys: Success Metrics
We would love to discuss how an outbound Interactive Voice Response (IVR) software can benefit your business. Book a demo with a member of our team today to learn how we can help you save time, reduce costs, improve customer satisfaction, and increase contact rates.
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