IVR |

IVR Technology, also known as Interactive Voice Response technology is undoubtedly very useful for the businesses to reap profits by increasing their customer base. Whether be it managing internal customer routing, simple and basic customer service or to detect misdials, it can do them all in a cost effective way. All that a company needs to do is to attach a single IVR number to all the numbers. By keeping technology and customer experience in mind, most of the leading voice companies in Kenya build their IVR accordingly. Find out the advantages and disadvantages of IVR Technology below:

Advantages:

Provides self service – Having an active IVR technology, customers can easily perform and make their own transactions without having to talk to anybody else. This is going to create happy customers who enjoy getting self served and often get impressed by the way the smart set up has been done. This process is not just time saving but also less expensive to live person interaction.

Varied menu options – IVR Kenya lets customers talk to the concerned person having the expertise to solve their problems. With a wide range of menu choice options, the IVR transfers the callers to the expert dealing with the respective area of query.

Speed and accuracy – The callers can derive easy solutions to their problems through this speedy method. IVR helps the customers with desirable information in the fastest way possible with the help of this effective tool.
Great source of information – Regardless of whether the employees are busy, not available or facing an outrage, the IVR informs the callers about the long wait and also provides with the option to call back later.

Disadvantages:

Speech – At times, it becomes haywire as the desired person cannot be reached due to the difficult navigation. If people can follow properly the given instructions, open up their ears and listen, then they can directly speak with the right customer care person live in no less time.

Too many options –Many companies allot and put in way too many menu levels and choices of options that make it easy for the caller to get lost. There are certain callers who get frustrated and end up pressing any number or simply hang-up without getting a solution to their issue. So, the best way to resolve this would be to keep the options limited and simple.

Poor management – At times people get misled due to the wait time that stretches on for quite some time. If the executives are busy, making it clear to the callers and giving them an option to contact alternatively via mail or web will be the better idea. Too much of la-la-la music irritates the caller even more.

IVR system is therefore the most effective tool of marketing in today’s world and also in the business sector of Kenya. If the IVR technology is used effectively and in the right way efficiently, it can deliver a promising and a flawless customer experience besides building a stronger base of organizational competence.

More organized you are a better image of your company you would portray to the rest of the world. What exactly is meant by being organized? Well, it is not only about the internal operations of your company which you carry out behind the scene. It has much to do with all those stuff which take place at the forefront, communication being one of them. The entire business fraternity is based on proper and effective communication. Communication is the basis of customer service. Therefore, the better communication mechanism you have, better would the reputation and image of your company. Here comes the importance of the IVR system into the picture.

IVR technology in Kenya

There are many companies in Kenya, which have deployed the IVR technology into their system. These companies belong to telecom, service sectors and different other spheres. With the incorporation of IVR into the system, they have felt the difference. Now, they can easily organize thousands of incoming calls they attend on a daily basis and most importantly, they are now able to answer the customer queries relentlessly and with utmost accuracy. This is possible because the entire operation is automated and there is no human intervention. IVR in Kenya is one of the key reasons for the success of the service sectors in the country.

What are the Key Features of the IVR system?

Here are some of the key features of the IVR system that you must know:

It comes with applications generators which have inbuilt debugging capabilities
The system come with drop and drag functionality
It offers flexibility to the entire communication system
It is accurate and can go on and on without any errors
The system can be used for advertisement and multiple messages can be played

How it improves the quality of communication?

With a good and well planned IVR system, you can certainly improve the quality of your business communication. Being the user you can easily operate the interface and play around it to get a complete hold over the system effectively. It serves many purposes which include the following:

Greet the callers nicely and prevent misdials which can be malicious or accidental
Informing them about the latest development in terms of the company’s products and services
Allows the users to switch from one department to another whenever necessary
It allows automating the customer support department
The calls can be prioritized based on the importance of the call
In case of any special assistance calls are forwarded to the concerned person to resolve the issue.

Apart from these, it serves various other functions that result in customer satisfaction. In short, IVR Kenya has made a huge difference for the companies in terms of their business achievements.

To conclude, it can be said that IVR is the best option when it comes to handling numerous customer calls. So, without making any more delay, decide on the best IVR service provider and incorporate this technology into your system.

Are you wondering why would you want to have an IVR system installed in your company? The reason is simple! It helps to make the business dealings much easier for you. There will be no need for you to manually handle thousands of call which you receive on a daily basis. This automated system would do the work for you by shouldering down all the responsibilities of attending the calls of your customers. Apart from these, there are other reasons which have compelled companies from all over the globe to switch to the IVR mechanism, Kenya is no different! The leading voice companies in Kenya are offering excellent services to the companies operating in different spheres. Find out the best reasons to get this system here:

What are the Advantages of using an IVR System?

There are numerous advantages which the IVR system has to offer. Here are some of them for you to go through:

It improves the efficiency of the Customer Service Department: The IVR system can be configured in such a manner that almost all the common queries of the customers can be answered by the automated system. The customer care executives can concentrate on more complex and important issues related to this sector.
It cuts down Operational Cost: In many companies, the entire customer care service is being conducted by the IVR technology itself. There is no human intervention whatsoever. This helps to cut down the operational cost to a great extent. As there is no human resource needed the business can save a good amount from this sector and can invest in other areas.
Increases Professionalism: When the customers call up and they are greeted by a well-polished voice with perfect pitch, then it creates a good impression. Besides, everything is organized and as a result proper information is delivered when prompted. All these factors put together help to improve the professionalism.
Customer Satisfaction

When the customers can get hold of the information in precise and clear terms without going through a lot of explanations, it certainly helps to improve the customer experience and as a result the businesses get more and more happy and contented customers!

Is there any Substitute for IVR?

In simple terms, there are no substitutes for the IVR system. This system has been designed and developed in such a manner that it can itself attend to thousands of calls and convey accurate and correct information to the callers whenever required 24*7. Besides, it can transfer the calls to different departments where human intervention is required.

IVR technology has certainly added an extra dimension to the customer service fraternity. Most of the companies which deal with a large number of customers have incorporated this system and are more than satisfied with the results. If you are planning to setup an IVR system for your business in Kenya, then you should go for it at once. IVR Kenya will not disappoint you at all!