IVR Gives Your Customers a Voice
IVR (interactive voice response) is a telecommunications technology that enables a computer to interact with users via voice and keypad. IVR has revolutionized the worlds of customer service and customer satisfaction surveys, making it possible for customers to obtain and respond to information dynamically without human intervention.
You've certainly heard and used IVR systems. IVR reduces personnel costs and streamlines customer interaction, reducing time-consuming pen-and-paper and data entry. You use IVR when you call the airlines to check your flight times, to inquire about a bank balance or to get crossword answers.
IVR and Customer Satisfaction
In the mystery shopping industry, IVR is what makes efficient telephone customer satisfaction surveys possible. Rather than having to hire a full-time staff of telephone attendants, you can simply work with your mystery shopping account representative to set up an IVR customer survey on our proven equipment. There's no hassle, no installation, no line setups with the phone company. It's just ready, set, IVR.
As a full-service mystery shopping company, we partner with your management and staff to develop an IVR survey that answers the critical questions about your service delivery without wasting your customers' valuable time. Our experienced IVR agents understand how to phrase IVR inquiries so that customer confusion and hang-ups are kept to an absolute minimum.
The real miracle of IVR is when your customer satisfaction data starts to roll in, conveniently formatted and already in a digital format. Your customers don't need any special equipment to respond to IVR surveys; they just need a telephone line of any kind. This makes IVR one of the most universal solutions for soliciting customer satisfaction data. For companies that value the customer experience, IVR is truly a potent instrument.
