What is multi-level IVR and why does your business need it?
By implementing a multi-level IVR (Interactive Voice Response) system, your company ensures that inbound calls are directed to the appropriate department or agent. Clients can obtain prompt answers to their queries without having to wait. Having a multi-level IVR system becomes vital when call centers experience high call volumes so that you don’t lose customers.
The key to winning the customers’ loyalty is providing seamless customer service. Build a reliable and active customer service team. Multi-level IVRs are necessary for this. Customers can be highly disappointed if they must wait hours in line to speak with your customer service representatives. Most customers will not call you back if they are unable to contact you within the first two attempts. Multilevel IVR can assist you in handling such important situations.
So what is a multi-level IVR system? What advantages does it offer? Learn the answer to these questions here.
What Is a Multi-level IVR?
An IVR system with multi-level options has many layers of menu options and can have n levels of options. Callers can be filtered in a precise manner and then connected to a live agent for the particular department.
Clients may want to reach out to multiple departments within your organization, so set up a multi-level IVR system. The caller must be guided correctly and instructed to reach the appropriate department in a multi-level IVR system with multiple levels.
By pressing buttons on their dial pad, the caller selects from a series of options based on their needs. Multi-level IVR systems provide the flexibility to decide how many levels are necessary, and to assign numbers to each level.
Why Do You Need a Multi-Level IVR Solution?
In addition to acting as an auto-receptionist, multi-level IVR solutions can provide customer service. It is an edge your company has over the competition nowadays. One of the best things about an IVR solution with multiple levels is that it can benefit both the business and the customer. Here are some of the advantages.
1. Develops Your Business’s Brand
You can create a welcome message for your callers using a multi-level IVR solution.
Brand identity makes you appear established, even if you are a startup with a limited budget.
Professional greetings reflect your business’s renown and make it seem reputable. Callers will think that you have many departments and a large customer base.
In this way, it gives your brand image an edge and makes a lasting impression on the minds of your potential customers.
2. Error-Free Call Process
In addition to making the entire process more error-proof, multi-level IVR solutions also reduce the risk of human error.
A multi-level IVR solution reduces the risk of lapses because the whole receiving and routing process is automated. A sudden surge in calls does not affect the call process either.
Using the backend system allows the call to be routed to the correct department more accurately.
3. Customers Are More Satisfied
Self-service is preferred by 40% of customers today. They prefer to seek answers on their own before talking to a support agent. A multi-level IVR system with self-service can reduce the hold time for new customers. Second, the customers will not have to call agents every time they have a problem.
A self-service option is available for their convenience. You become more satisfied with your customers as a result. Quality alone does not determine customer satisfaction. Also important is how well you treat customers.
4. Customer Service Is Available 24×7
Customers can respond to their basic questions even when not in the office by using a multi-level IVR solution. It gives them a high level of customer satisfaction while establishing trust among their clients.
You don’t even need to invest in heavy infrastructure or hire a lot of people to set up a multi-level IVR system. Additionally, you can easily send out a message stating that business won’t be available during festival holidays.
5. Saves Money and Time
Everything about a multi-level IVR is summed up in one fact. It saves you both time and money. In the first place, the multi-level IVR system can be installed very quickly and easily using cloud services.
Configuring the complex setup or understanding how the system works does not require much time. In addition, cloud-based solutions aren’t expensive. Subscription-based services are useful if you don’t want to invest a lot in hardware. Additionally, IVR reduces costs since no human receptionist has to be hired to answer every call manually.
6. Allows Analysis of Call Data
A multi-level IVR system can provide detailed information about abandoned calls, received calls, and more. This information is then analyzed to get a deeper understanding of the performance of your agents, trends in customers, and more. You need to assess your business process and identify any gaps. If there are any, you need to fill them. Analyzing calls can help you with this.
7. Effective Advertising
Marketers who are smart know how to market their products. Using an automated voice promoting your business’s new offers and products can be a great way to replace your call holding time.
This marketing strategy is considered to be innovative and reliable. Compared to other approaches, this promotion is more likely to be heard by customers.
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