Interactive Voice Response (IVR) systems have been around for a long time and are commonly used by businesses to handle large volumes of incoming calls.
However, they can be frustrating for customers who have to navigate a complex menu system before they can speak to a live agent. This is where IVR deflection to SMS or WhatsApp comes in. Here are three key benefits of using IVR deflection to SMS or WhatsApp.
Continue reading “Deflecting voice calls to chat: best of both worlds”