Make your CRM a Customer Experience Manager – Voice of Your Customer
What is the missing component in your CRM (Customer Relationship Management)? In today’s competitive business world, nothing is more important than the ability to know the customer. Critical to this is the ability to capture and retain information from customer calls. Interactive Voice Response (“IVR”) systems enable participants to respond using any touch-tone telephone conveniently. Calls can be transferred to Customer Service Representatives or other contacts for assistance. Our IVR system has integration capabilities with our CRM or can function as a standalone system supporting a pay-as-you-go model. This allows you to forgo significant infrastructure and setup costs.
IVR application participants have access to the IVR 24 hours a day, 365 days a year.
Why Would a Company Use IVR?
IVR systems enable participants to respond using any touch-tone telephone conveniently. One advantage of an IVR application is immediate electronic data entry. IVR applications also allow for more immediate communication with respondents, if required, through fax-back capability. Participants can provide numeric input via the telephone keypad as well as verbal input by leaving a voice recording. IVR applications can be made multilingual by simply re-recording the voice prompts. Calls can also be transferred to Customer Service Representatives or other contacts for assistance. IVR application participants have access to the IVR 24 hours a day, 365 days a year.
Examples of our IVR Applications Include:
- Direct Phone Calls to the proper person or department
- Collect Voice Mail
- Conduct Market Research
- Provide Job-Search information to individuals looking for work
- Employment Verification
- Time And Attendance
- Vacation Requests
- FaxBack Requests
- Fax Broadcasting
- Automated Data Collection
- Bill Payment
- Warranty Registration
- Customer Satisfaction Surveys
- Employee Surveys
- And Many More
Why Use A Service Bureau?
The main disadvantage to premise-based solutions is cost. A substantial investment in IVR software, hardware, application development, and telecommunications systems would be required. In addition to this, highly skilled designers and software developers must implement and maintain these systems. Aside from the initial software and hardware investment, recurring monthly costs for phone lines, long-distance, and maintenance would be required. These costs would be incurred whether the IVR system is being used 1,000 times per day or just 10 times per day.
Obviously, companies that need IVR need to find a way to get the best quality and reliability they can afford. By using a service bureau, you pay for what you use. The service bureau can provide the equipment and the expertise required to get you up and running quickly.