Benefits of Interactive Voice Response (IVR) & Customer’s “On Hold” Experience

We have all experienced calling into a company only to be met with a friendly voice asking us what we need and to press “1” for sales, or “2” for support. What most business owners, marketing managers and CEO’s miss is the value this kind of system has for a business and the opportunities that come with it.

What is Interactive Voice Response (IVR)?

IVR is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent within your team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company. It also gives companies opportunity to sell and brand as calls flow in.

IVR systems allow businesses to record customized greetings, messages and prompts. When your customers call your company, they will have a more personalized experience. It also gives your company a voice that can directly reflect the personality of your company.

How can IVR improve my customers call-in experience?

Did you know that 94% of a company’s marketing budget is spent on getting a customer to call a business and only 6% is spent on handling the call once it is received? When a customer calls into your company, the IVR will route them to the agent who is most qualified to meet their needs.

Some businesses opt to use an employee to record the directive prompts. Although quite convenient, this can create caller irritation and could lead to hang ups. Statistics show that without guidance from marketing companies who specialize in these services, customers can have a negative experience when calling into your company.

Our company helps small, medium and enterprise business develop voice branding and create professionally recorded audio files to help ease caller frustration and can positively impacts your employees and your business’ bottom line.

Another way to improve your customer experience is using the hold period as a time for marketing. If all agents are busy, they will be directed to the front of the waiting queue. During this time there will be opportunities to promote your business to the caller.

COHM’s team of producers & content writers specialize in improving business branding with efficient audio imaging by using on hold marketing productions. On average, 70% of business calls are placed on hold for an average of 45 seconds. With silence on the line, 90% hang up within 40 seconds. Using on hold increases retention which means your team will retain all those high-value customers instead of losing them due to poor customer service or a slow answer time.

Our team of producers IVR content managers and on hold marketing specialists help establish a first impression that is professional, effective and memorable. Give your business a voice and a customer experience that will stand out from the rest. Contact us today to start your journey to a more affordable and reliable system! You’ll be happy you did!

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