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.

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What is IVR?

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.

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:toll free numbers IT server repair

  • 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.

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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:
  1. Signing up on the Global Call Forwarding homepage.
  2. Purchase your new business number or port an existing one.
  3. Choose from additional features: Call Recording, Outbound Calling, SMS Forwarding.
  4. Finalize your payment.
  5. Set up IVR through your control panel.
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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.

All Plans Include

  • advanced ivr IVR/Auto Attendant
  • call recording Cloud Call Recording
  • voicemail Virtual Voicemail
  • unlimited extensions Call Flow Designer
  • time of day Time of Day Routing
  • country forwarding Geographic Routing
  • simultaneous ringing Simultaneous Ringing
  • sequential forwarding Sequential Routing
  • account management Outbound Calling
  • country forwarding Outbound Caller ID
  • account management Number Masking
  • failover forwarding Failover Routing
  • enterprise api Call Blocking
  • local ringback Local Ringback Tone
  • fax to email Fax to Email
  • greeting Rollover Minutes

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!
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