By connecting two essential components of modern customer engagement – the Automated IVR Systems (to handle incoming calls and deliver automated responses) and the CRM system (to store and manage customer data and interactions) – businesses can create a more efficient and personalized customer experience.
The Automated CRM IVR Solutions has Pre-recorded audio prompts and DTMF tones for direct callers or customers so that they get steps to proceed further. But it also allows users to interact with their voice.
It uses pre-recorded voice prompts and touch-tone keypad inputs (DTMF tones) to direct callers on how to proceed. Automated IVR Systems are mostly used by different companies, to provide better customer support through phone calls, some Automated IVR Systems provide keypads to answer a few questions to connect to the appropriate department, and some IVRs have the facility of voice recognition to further proceed.
Caller initiates call: Whenever a caller or user dials any business customer support number the IVR responds to the call not a live agent, only if the number is connected with CRM IVR Solutions.
IVR Greets Caller: After dialing the number from the caller's side, the IVR greets the caller for calling company support, to resolve his/her issues, and also asks the reason for calling support.
Call reception: The feature of call reception in the IVR system provides facilities to manage every caller interaction efficiently. So whenever a caller makes a call the IVR displays a menu, like numbering, the user needs to choose any of the numbers to choose what kind of service he/needs.
Information Gathering: This feature of the IVR system, IVR has the capability that store some specific and mandatory details of the caller like the name of that person, contact number, and the reason why he/she called the company before routing calls to the appropriate agent.
Call Routing: When the user chooses any number from the prompt, in the CRM IVR Solutions the call will be routed to the appropriate department member, to provide the desirable service to the caller.
Self-service option: some modernized IVR systems provide self-service facilities. Like when a user calls, The IVR system provides self-service and resolves the customer's issues by itself.
Here are some benefits of using IVR solutions
Improve Efficiency
Cost-effective
24/7 Available
Improve customer experience
Data collection
Integration of IVR with our Groweon CRM software provides more useful tools for your business. Here are some features:
Unified Customer Data: Groweon’s IVR Integration CRM provides centralized storage to store all the details of customers. Whenever a caller connects with any business help number, if the number is connected with IVR, Then IVR gets quick references about customers like name, past issues, contact number, etc.
Personalized Interactions:Whenever a customer calls to support team, The IVR Integration CRM gets all the details about the user. IVR can greet that particular person by their name, or maybe by their past behavior or their past queries.
Automated Ticketing:When the user is not satisfied with the IVR solutions, or the IVR is not able to satisfy a particular customer, then IVR generates a Ticket mentioning issues of that user and sends that Ticket to the particular agent.
Advanced Analytics:Our IVR Integration CRM helps to analyze customer's data regarding customer support, through customer feedback, which helps to improve customer support services.
Customizable Call Flows: The CRM IVR Solutions provides a customized flow of calls, which means you can customize call flow according to your needs and recruitment. Also, IVR allows you to customize the IVR menu for your customer support team.
Provides support for different Languages: Another feature of the IVR solution is that it provides support for multiple languages, so that your sales team may provide support for different language peoples. IVR software redirects calls to the preferred language of customers.
Provides Reporting Tools: The CRM IVR Solutions provides a Reporting tool, you can be aware of every staff member's call handling time, and you will get a report on how much customers were satisfied with your solutions.
Integration with other Channels: The CRM IVR Solutions provides an integration feature so that it integrates different communication channels such as chat messenger, social media, and email providing better customer interaction.
Self-service Capabilities: It provides the feature of self-servicing which means, some common issues and queries by itself, there is no need to redirect calls to live agents because some common issues can be resolved by CRM IVR Solutions.
Needs Assessment: Before implementing an IVR solution, first you have to understand the needs of your business, the frequently asked queries by customers, and what type of queries and issues you are going to solve, how to call for specific agents.
Design flow of calls: After implementing the IVR solution, you need to design call flows to provide the best customer support. Also, you can customize the prompt menu according to your business. So that you can provide better customer interaction.
Integration:After designing the flow of calls, you need to integrate IVR with CRM software, To manage the smooth flow of data, and integrate different communication channels, so that you can provide better customer interaction.
IVR solutions, when integrated with powerful CRM like Groweon, can transform the way businesses handle customer interactions. By automating and streamlining the call-handling process, businesses can improve efficiency, reduce costs, and enhance customer satisfaction. Groweon CRM’s robust features complement Automated IVR Systems perfectly, providing a comprehensive solution for managing customer relationships and delivering exceptional service. Whether you’re a small business or a large enterprise, leveraging IVR solutions with Groweon CRM can help you stay ahead of the competition and meet the evolving needs of your customers.