#smartvoice

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Interactive voice response (IVR) is a viable method to maximize call center productivity and improve customer satisfaction. However, an IVR system can also be harmful for your organization if it is not well-designed. A badly designed IVR can cause confusion among the clients, leading to dissatisfaction and customer attrition. Here are the most usual mistakes you should avoid while executing an IVR system for your business.

1. Poor Voice Quality

An absence of clarity in voice can frustrate the caller and they might lose interest. Ensure that your callers clearly understand the options by playing a recorded voice that sounds proper neither too quick nor too slow.

2. An excessive number of options in the Menu and Lengthy Introductions

Try not to give your customers such a large number of options to choose from at one level, while ensuring that there is no delay in finding the mandatory data.

3. Various Voices and Volumes

In the interest of keeping your presentation clean and consistent, voice recordings should be done by the same person, ideally utilizing the same or at least similar equipment for each recording.

4. Not Updating Your IVR Options

Data such as business hours, office areas, web addresses, promotions, and occasional messages must be regularly updated and there are endless ways that you can refine IVR to improve customer experiences.

5. Repetitive hold messages

Listening to the same message over and over tends to drive callers mad and prompts calls being hung up. The recurrence should sufficiently be to promise customers that the call is still in the queue, and they would soon be connected. So, it’s better to make the caller aware of the speculated time for the following accessible agent.

Customer expectations are changing, and most companies are slow to alter their IVR to compliment these changes. a poorly designed IVR can have the opposite effect, like negative brand image and fewer revenues.

IVR systems are typically simple, adaptable, and easy to utilize. The IVR dashboard contains various gadgets that permit businesses to customize their IVR stream according to the most popular choices as observed by customers. When any customer approaches your business phone number, the IVR system welcomes them with a pre-recorded welcome message. This greeting message includes the name of the corporate, at the side of a list of IVR menu options. Based on the customer’s selection, the call is further diverted to different departments and agents. IVR menu options are completely adaptable and handled by the company according to the requirements. These options help the customers to resolve their queries or express their concerns without communicating with a live agent.

* If you cannot provide 24*7 customer service due to the lack of human resources, then IVR is what you need. This solution builds your hours of accessibility by providing you with the off- business hours’ connectivity. * Taking client feedback after the call is an extraordinary thought put in by businesses to understand a customer’s viewpoint. Through IVR, customers can express their considerations honestly without disrespecting any agent. * The customer’s call is recorded for monitoring purposes with the goal that you generally have a beware of the sort of discussion which goes between your client and agent. This assists with giving improved customer support, so that customer’s queries are resolved at the earliest. * When a client calls a business to resolve a question, the IVR will broadcast the ongoing offers or discount schemes to lure the customers. After the offer declaration, IVR will serve the customers in step with their decision.

How hard will the corona virus hit the travel industry? During this pandemic, few industries have fallen as far and as fast as tourism. But still, they are trying to survive their most. Technology can able to help them during this. Belonging to the tourism niche, many travel customer queries are not confined to weekdays, office hours, or geographies.

The Problem

Though, with a fixed landline phone as their only mode of communication, they were unable to tackle an unpredictable, fluctuating call volume. Because of the traditional phone system, many of the companies also witnessing a high volume of missed calls and unattended leads after office hours and on non-working days. This will lead to data and business loss in high aspect.

Finding Solution

Initially, Voxbay can setup a Toll free number to resolve all their difficulties owing to a fixed landline system. After that, an IVR is implemented in that number for a greeting and guiding to the caller. Using our Smart solution SmartVoice, every call will be tracked & recorded. The calls can be distributed to the right agents and the company can stay 365*24*7 available and online. These features enhance easy access to an automated and real-time database of callers.

The Result

Tourism companies can able to     see a 95% increase in incoming calls with our Toll-free     number. (Because of no-cost inquiry, incoming calls will get     increased)

Callers are happy because of     the call forwarding feature had to redirect them to their desired     department.

No calls will be unattended so     that, no dead leads are remaining for follow-ups. This leads to the     complete utilization of the database available.

Tourism companies can assess     their agents by analyzing their call recordings. This will make a huge     impact on the improvement of their staff performance.

Unnecessary advertisement space     wastage by multiple numbers publishing reduced to a high extent and this     saves a lot of money also.

Companies can able to reduce     the hardware cost they are paying for the traditional phone system is     reduced to a high extend.

The companies can feel a 70%     increase in new deal closures due to full-time availability and minimized     unattended calls and leads.

Interestingly, Cloud is a magical platform and our SmartVoice is a Heavenly solution for every business. Tourism companies can reap their industry in extreme by proper implementation and usage of our solution.

Smart communication is the new normal now. Everything is being smart in this era and the world is going towards a fully automated version. Here, Voxbay brings an Automated Interactive Voice Response System to communicate smartly! Simply, Smart voice is the Next-generation call management system on cloud. Smart Voice unleashes endless features in front of you. such as, call summary report, user wise report, daily reports, call recordings, and everything related to your business number on your fingertip.

Where to use?

When there is huge call traffic in the business number and that too to multiple departments, in this case, these calls could be managed properly with the help of Voxbay Smart Voice.

How does it work?

A smart voice is initiated by creating an account in the cloud by using a Customer name, Customer mail id, and a mobile number. With these details, the customer could log in to their smart space. In the smart voice account, the user could find a dashboard in which they could create a user’s extension, set IVR, set time group and conditioning & manage their DID. The next step is to create separate call groups or departments. They could upload IVR audio files also. The numerous calls that come to one published/advertised number will be landing on the DID number there you could greet the customer with a prerecorded audio message that is an IVR. In addition to this, SMART VOICE could redirect the caller to different departments according to the caller’s desire. It’s called Multilevel IVR. Through a smart voice, you could manage the N number of calls that come to a particular number. Which is possible by routing the call to the next agent?

The most attractive feature of this extreme automated solution is, all these can be done without any additional hardware or infrastructure. Your business calls will follow you, no matter where you are. You will never miss a call again.

In this Tech Era, companies must learn to focus their energies on creative and productive outcomes. A seamless option for this is by opting for cloud communication services for your business. Cloud telephony is abundantly scalable and there’s no need for hardware requirements. All you need for implementing a cloud solution is a competent software and an excellent provider who can provide the best service bundle. Those companies have the potential to inject life into your business and take it to the next level. Let us discuss the three terms that will help businesses which are virtual numbers, OTP verification, and voice broadcasting.

Virtual Numbers to keep your customer experience High

Virtual numbers allow voice calls without the need for physical phone lines. When preferring a virtual number for your company, especially during difficult times like the COVID-19 pandemic, it helps to keep your customer relationship management score high. Now the agents are working from home and a virtual number allows you to have a single point of contact, thereby avoiding personal and professional call confusions. Introducing New offers, giving emergency updates, informing existing dues, and shipment queries lead to an increase in call volumes. Without setting up a new infrastructure or employing more agents a businessman can save up on unnecessary expenditures that can be used elsewhere. A virtual phone number won’t let customers know the difference, as you can forward all calls to your office extension. Virtual phone numbers from cloud telephony solution providers like Voxbay are well equipped with the best call management software that’s easy to use and understand. A user-friendly call management dashboard is configured with call recording and analysis tools and can generate reports for managers to study and improve problem areas.

Stamp out Fraudulence in Operations

OTP (One Time Password) is a familiar term for all now. An OTP SMS service should be at the top of your security checklist. Clients need to see that you are thoughtful about their private information and that they have more to do business with you. An OTP service, thus, adds a strong layer of verification that eases new user tensions. An OTP is created from a randomly generated string of numbers. This special code is set into action when customers put in a request into your portal that requires authentication—such as booking an appointment, creating a user account, or putting in credit card information before purchase. The code, once received by the user, can be punched in via SMS, voice calls, or an e-mail link. Most consumers today are familiar with how OTP works, so there’s not much explaining you have to do and it’s almost become a necessary part of using the Internet. Customers can also use the OTP verification to reactivate old accounts, reset passwords, terminate their old accounts.

Miscommunication is quickly forgiven, but mismanagement is rarely forgotten. it is better to show some dedication to installing modern-day features to make the customer experience as easy as possible.

Today, businesses are looking for tools that can generate better value for the end-users. Call tracking is a necessary part of business communication and many businesses have not given it a serious thought about what exactly call tracking means. There are many advancements that it brings to business communication. Not only the growing startups, small and big businesses, and enterprises are mostly relying on one indispensable medium of communication that is the telephone. Over 80% of the business communication happens over the phone calls and hence call tracking itself becomes a mode to track the valuable user data like never before.

Voxbay’s Smartvoice embossed a powerful tool for Call tracking which is able to automatically become the sole medium for tracking the user data. With this feature, businesses are able to determine how they can improve their customer service and how effective it is currently. This tracking also paves the way for improving the customer experience. Hence, this solution not only accelerates the customer conversion rate but also builds up customer trust and satisfaction. The efficiency of a Call tracking system ranges from simply knowing the location of the user to the different source from that customer might have learned about our business. Basically, we can say that it is the measurement where businesses can see the effects and results of the marketing campaigns they have run in the past. By getting these reports, a business can evaluate which marketing tactics are efficient and which one needs to stop.  After the welcoming message, our agent can ask: “Thank you for choosing us. Could you please tell us where did you get to know about us?” (Customer tells him from where he learns about the company). There are no second thoughts in saying how It is the most prominent way to channelize your business communication.

Our complete call management system can be really beneficial with call tracking that includes features such as call recording, live call transfer and a well-customized IVR to address the customers professionally and guiding the customers to different options. 

Benefits of Call Tracking

            Measurable ROI (Return on Investment)

            Review of Performance

            Will get full Insights of callers

            Daily Reports

            For analyzing the performance of a team

            Quick Follow-ups

            For analyzing the performance of offline     marketing

Interactive Voice Response, in short, we call IVR solutions aid a business to boost their customer service experience by allowing the callers to choose their desired department or person to talk. Today, most of the businesses using IVR solutions to automate their customer service delivery and cut the cost of customer care. By using cloud-hosted IVRs, businesses can enhance the calling process to ensure maximum customers are satisfied with the calling experience.

Here we are explaining some IVR optimization practices that help to design an outstanding IVR which can able to boost customer satisfaction dramatically.

Make the     IVR Clear and Humanized

It is scientifically proved that we can express our feelings, attitudes, and beliefs about what someone says not only by the words they use but also by their speaking, tone of voice and body language. An automated IVR system has a mechanized voice while interacting with customers in the call. By, using a human recorded IVR, a business can able to keep intimacy with the caller. So, the businesses have the option to keep callers engaged by ensuring the message is clear and voice is pre-recorded by a human. Cloud telephony service providers give the option to get this pre-recorded IVR message from a professional voice artist or choose from a variety of voice templates.

 Regulate     Menu to 30 Seconds

Most of the customers are disconnect the call when it is difficult to understand and navigate IVR. Simplifying the menu options is the best way to focus while designing an outstanding IVR. The businesses should ensure that the IVR menu doesn’t have any irrelevant or unnecessary options that mis navigate the caller. Also, we can prioritize the menu options according to the importance and frequency of customer’s needs. A Simple menu structure is better for callers to resolve their issues or collect information accurately without any hassle.

 Reduce     Call Holding Time

It’s better to design an IVR in such a way that minimizes the call hold time and helps the caller to get the resolution faster. Don’t try to waste customer’s time by playing a promotional message or advertisement once the call is connected. Holding time distracts customers from the actual motive of them and good communication is not possible at such times. Ensure our IVR options are easy for customers and they are not confused while navigating it. Also, it’s better to add an additional option to jump back to the previous and main menu when a customer mistakenly chooses the wrong input.

 Enable a     Callback

In some situations, many customers feel frustrated and disconnect the call when they have to wait longer to communicate with any of the agents. To improve customer service experience by offering a callback feature is the best option for businesses. It enables callers to request a callback instead of waiting on hold. While designing an IVR system, the decision-makers must present the call back option if the call hold exceeds a minimum time limit.

After setting all factors, Test the Custom IVR Solution before its Implementation. We can assess the IVR solution’s performance accurately by testing it. In this testing phase, we can identify the modifications and enhancements required for better customer service delivery and minimize customer effort. IVR is a boon for businesses that is in a struggle to deliver superior customer service. Best designed IVR helps them to implement outstanding customer support. Voxbay Solutions provides the best in class IVR solutions designed to increase better business communication.

Are you looking for a perfect Cloud Telephony Solution for your Business?