In the beginning was IVR. It was relatively simple and the caller was
directed to push a few buttons to get the desired information or
service. As in all things IT, IVR evolved and today, IVR development
has gone the clinical way. No, this does not mean IVR for hospitals
and clinics but that IVR development has become customized just like
specialist clinical services. IVR has become truly interactive as
customers can do more than just find information; they can actually
carry out operations that obviate the need for a human agent at the
other end. Customization is the key.
One size does not fit all
The old adage holds true in the case of IVR too. Businesses need to
choose a custom IVR creator provided by the right developer so that
the IVR suits the intended purpose. It is no secret that extended and
complicated IVRs that lead nowhere are very annoying and off putting.
Custom
IVR creator helps companies define specific functions that
speed up operations, reduce headaches for callers and help them
achieve their objective.
IVR menu builder software helps companies define
key presses and appropriate related functions that translate to
better caller satisfaction. Consider the various types of customized
IVR solutions that are focused on better customer satisfaction in
specific segments – a truly clinical approach.
Hotel IVR
Callers need to know location of the hotel, directions on getting
there, tariff, rooms available, amenities, book a room, cancel
bookings and make payments. Hotels may go a step further and include
suggestions, ratings and feedbacks through IVR menu builder software.
A caller can accomplish what he sets out to do with precise steps.
Appointments
Professionals need not employ a secretary to handle appointments.
Callers can make an appointment through the custom IVR creator used
by the professional to schedule an appointment and remind him of his
appointments. The IVR will remind the professional of his
appointments through voice call, SMS or email. This can be used by
clinics and hospitals besides lawyers, chartered accountants and
consultants.
Handling complaints
Human agents can be unpredictable and can react under pressure in a
way that creates an adverse impression. An automated IVR ticketing
solution takes care of registering a call, noting a dispute,
diverting it to the concerned department and then keeping the right
information available for the caller.
For these and other applications the dynamic IVR builder software
focuses on uniqueness of each business segment and employees unique
methods to manage customers and the process. Callers are guided with
prompts and a selected option could lead to another set of prompts
with sub-branches if so desired. It is just indispensable for
virtually all businesses because it can do so much more than one
single human agent can.
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