What is Cloud IVR?
A cloud-hosted IVR (Interactive Voice Response) is a SaaS (Software as a Service) solution that allows users to automate certain simple activities such as requesting to send documents, making payments, or bookings. All without the need for an agent to intervene automatically.
When customers call your business, they immediately hear a voice that welcomes them and asks what they need. The customer interacts with the machine through pre-recorded voice-overs. They are prompted to press one button or another depending on their need. The IVR system collects that information and routes it to the right agent.
“But I already did this with my physical switchboard.” Well, you're right; the main difference now is that you save yourself from dusting your old device, and you also save money; since it's hosted in the cloud, it's much cheaper.
The marketing company owns the server that hosts the IVR platform. Companies rent that space by purchasing the provider's cloud-hosted IVR tools, which are accessed and operated over the Internet.
In addition, IVR in the cloud is scalable, growing with your business. It will be available 24/7/365 and performs its functions without customers hiring their developers or maintenance teams.
What are the benefits of a cloud IVR?
It may sound cold, even violent, but we have to talk about money. Because in a small company, resources are limited, and the possibility of increasing the workforce to cope with the increase in calls is not always accurate. That's why IVR in the cloud is ideal for you, offering self-service features to prevent unwanted workloads on your employees.
But in addition to helping you save on service, VoIP telephony will save you around 30% on call costs.
Waiting a long time for someone to answer your phone and ending up hanging up are practically synonymous. More than half of consumers will not remain even a minute to be served, so by drastically reducing or eliminating waiting times, the immediate consequence will be facilitating this abandonment rate.
Advanced IVR features
Compared to its predecessors, IVRs in the cloud allow you to implement new features effortlessly. They are often included in the price already paid for the service. On other occasions, they have to be added by paying a small extra amount.
Some of the features and advantages compared to traditional IVR models are the ability to set up outgoing IVRs, obtain valuable statistics, return automatic calls, integrate with your CRM, omnichannel support via SMS, WhatsApp, or a chatbot, and even the ability to serve your customers and several languages.
Greater customer satisfaction
The possibility of solving a problem yourself reduces waiting times and therefore increases customer satisfaction. This is obvious; it should come as no surprise to anyone. However, sometimes we don't take it into account. We generate an emotional state of nervousness in a client who has taken 5 minutes to resolve a question when he could have done it in less than a minute.
- Effective solution + Less time spent on it = Greater satisfaction.
Increased agent productivity
Improving the working conditions of your workers should be a priority, and engaging them in repetitive tasks that don't add value can be very frustrating a lot.
That's why it's essential to increase the troubleshooting rate on the first call. The larger it is, the fewer follow-up tasks will be required to solve a problem, so you will optimize your employees' time and make them more productive. This can and should translate into more time spent selling and greater profits.
It should be emphasized that thanks to the call routing of your IVR, your customers will be attended to by the person who has the training and knowledge necessary to resolve the incident. This will ensure that an agent does not waste time helping a customer whose solution is not their competition.
Finally, your IVR will be equitable, distributing incoming calls among those agents who have had a lower workload than their peers.
Can I implement this technology in any company?
The answer is yes. Some cases are particularly evident and with which we are very familiar, such as the case of electricity, water, gas companies, or our health center. We have all called for appointments. However, others seem less obvious and have enormous potential.
- Business marketing departments help send automated customer satisfaction surveys using the automatic caller. On the same line, you can make outgoing calls for offers.
- E-commerce stores use IVR to provide order verification and shipping updates, manage product returns, send exclusive offers, or remind customers when it's time to replenish an order.
- Valid hotel management allows callers to make a reservation, modify an existing one, manage room service, make wake-up calls to rooms, or notify in case of emergency.
- Educational platforms help automate processes for sending campus access passwords, reminders of enrollments, or delivery of work.