Starting Your First Business

Outdated Phone System Driving Away Customers? Update To Advanced IVR

26 November 2019 by Dora Lowe

If your business frequently handles customer phone calls, then the way you handle those calls is your first step toward business success. Customer interaction is an important aspect when it comes to the success of businesses both large and small. If your interaction fails, it can send customers running in the other direction.

If you see a decline in customers or hear a lot of complaints about customer interaction, your outdated business phone system could be the cause. As such, it may be time to update your system with an advanced Interactive Voice Response, or IVR.

Automation Saves the Day

Automation sometimes gets a bad reputation in the business world. Many employees fear that automation will make their jobs null and void. Thankfully, that is not the case when it comes to an IVR phone system. If your company is often inundated with phone calls, it may take your employees a bit of time to get to the next customer waiting on the other end of the line.

A high volume of callers can create an unnecessary amount of stress, which may cause your employees to sound short on the phone. Hearing frustrating, fatigue, or exasperation on the phone can leave a bad taste in a customer's mouth. Fortunately, an IVR system can help improve the way your employees handle calls and improve the overall customer experience.

Calls Go to the Correct Department

Interactive Voice Response systems provide an advanced auto attendant that can address customer concerns. When the customer calls, he or she is greeted by an automated attendant that collects information to help get the customer in touch with the correct department.

Imagine how frustrating it would be for a customer to call about a technology-related complaint only to have their call fielded to the finance department? Or, imagine you are a customer that has already waited on hold. After a few moments, a customer service rep answers the phone, asks you a series of question, and then places you on hold again to transfer you to the correct department.

Placing customers on hold for too long without any interaction can create frustration. With the help of an IVR system, your customers can answer a series of questions. The advanced auto attendant is programmed to recognize a variety of responses and keywords to help send your customer to the correct department to help reduce hold times.

If you are interested in updating your outdated phone system with advanced IVR, contact a business telephone system company through websites like https://www.gardenstatecommunications.com/ today. Many companies now offer the benefits of IVR and can help you program the correct set of questions and responses to retain your customer base.

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