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Interactive Voice Response (IVR) for the IT Industry
Having trouble dealing with a high incoming call volume and don’t know how to better organize calls? Interactive voice response (IVR) may be the solution you are looking for. This automation tool can help you create a more effective office communication system and, in turn, increase productivity.
Interactive voice response is an automation tool that answers incoming calls and uses pre-recorded messages to assist callers. Businesses use IVR systems to maintain a professional appearance by having calls distributed through automation, thereby saving time and increasing efficiency.
The system will gather information from callers via caller input either by voice (words) or numbers dialed on the keypad. Then, the system will transfer the call to the right department or further help the caller resolve the reason they called. Depending on your business’ requirements, you can have callers perform a variety of actions without the help of an agent or representative.
Leading Companies Choose Global Call Forwarding
Businesses in the IT Industry That Can Benefit From IVR
Customers call for many reasons: to ask queries, get assistance with information and purchases, register complaints and issues, and so on. IT and software companies offering customer support and customer success services can make use of IVR to distribute calls effectively. Some of these companies may include:
Tech companies
Software and hardware services
Programming services
Network services
Cybersecurity
Tech support
Communications
Web design and maintenance
Data storage
Cloud computing
Analytics and reports
Business automation
With IVR, you can make it easy for callers to get the help they need immediately without having to pass the call around. In fact, in some advanced cases, they may even be able to complete tasks through the automated system.
Why Should Your IT Company Consider IVR?
So, how can your IT company specifically use this service? Most businesses use this service to manage inbound calls more efficiently. You can redirect calls based on location, caller preferences, caller’s needs, and so on. This way, you ensure that the caller speaks with an agent most appropriate for their purposes. Some ways an IVR system can help your company include:
Greeting callers
Providing information in different languages
Helping callers when agents are busy
Collecting information that the agent can use to prepare
Transferring calls
Offering company and product information
Processing payments
Providing customer history
Registering complaints
Collecting feedback
Offering simple troubleshooting information
Providing after-hours customer service
The best part about an IVR system is that you can customize and personalize it as you please. Have pre-recorded messages greet customers, offer important information and promotions, and control what your callers are able to do. All of this is to ensure that caller experience is good and by extension, your customer service efforts are improved.
Get IVR With Us
We offer interactive voice response along with each of our virtual number plans. So, whether you are a small business or large corporation, you can take advantage of this communication tool by:
Signing up on the Global Call Forwarding homepage.
Purchase your new business number or port an existing one.
Choose from additional features: Call Recording, Outbound Calling, SMS Forwarding.
Finalize your payment.
Set up IVR through your control panel.
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Interactive Voice Response (IVR) for the IT Industry
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Creating IVR for Your IT Company
Now, how do you create and set up your IVR system? After purchasing the service, you will be able to play with it and create the perfect system for your business from your account’s control panel. Decide how many levels you want to include and what actions you want to allow callers to complete.
For example, the first level could identify language preferences and location details. The system can then transfer callers to agents that can speak the preferred language or are in the preferred office location.
Or, you could have them move on to the next set of menu options they can navigate through. For instance: Press 1 for customer service. Press 2 for product information. Press 3 to activate your service. And so on. Furthermore, creating the right IVR template is an additional way to perfect the system to your needs.
Better Caller Experience = Better Customer Service
Provide top customer satisfaction with good and convenient caller experience as you manage incoming calls more efficiently. Be proactive and make use of the tools and features that can help your business not just right now but also in the long run. For more information about how IVR can benefit your specific business needs talk to an expert today! Sign Up Now
Celebrating 30 years of global telecom expertise — building global voice infrastructure and keeping businesses connected since 1996. 
