BENEFITS WHEN USING IVR FEATURES (AUTOMATIC ANSWERING SYSTEM)
Categorization of customer needs
Instruct customers to press the key on the phone to select the right customer service branch
Allow customers to "self serve"
When customers send a request via a keypress, the system automatically confirms and provides service / order execution without the need for an operator
Allow customers to leave information
When no employee picks up the phone, customers can record the message or information for the employee to call back later
OPERATION MECHANISM OF IVR (AUTOMATIC ANSWERING SYSTEM)
1
Set your hotline number
Set up a hotline number and put the hotline number on your website, email, SMS, advertising content, social media posts for customers to know.
2
Customers call the hotline
When customers call your hotline, the system will automatically answer and greet with the recorded greeting according to the script. After the customer presses an option key, the call will be directed toward the consulting department that the customer needs to talk to. In case all employees are busy, the system allows customers to leave voicemail for later settlement.
3
Customers self-service (if needed)
With some services such as activating / unlocking / locking bank cards, checking balance / interest rate / working time or placing direct orders, IVR can allow customers to verify information and interact with the system via phone keypad without operator assistance.
4
Report, analyze
After the call is over, you can view a detailed report of the calls, employee activities, and can listen to the entire call again.
