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.
Deflecting voice calls to chat offers a personalized customer experience, while reducing call volumes and wait times, and improving overall efficiency and customer satisfaction.
Improved Customer Experience
When a customer calls a business and is greeted by an IVR system, they may become frustrated if they can’t quickly find the information they need or get connected to a live agent. By offering the option to receive information or support via SMS or WhatsApp, businesses can improve the customer experience by giving customers a choice in how they interact with the company. This can also reduce call volume and wait times for those who still prefer to speak to a live agent.
Increased Efficiency
IVR deflection to SMS or WhatsApp can also help businesses increase their efficiency by automating certain tasks. For example, a customer may call a business to request a balance inquiry or to update their account information. With IVR deflection to SMS or WhatsApp, the customer can receive a text message with the requested information or a link to a web portal where they can update their account details. This can save time and reduce the workload on live agents, allowing them to focus on more complex issues.
Cost Savings
Finally, IVR deflection to SMS or WhatsApp can also result in cost savings for businesses. By reducing call volume and automating certain tasks, businesses can lower their staffing needs and operational costs. Additionally, many customers may prefer the convenience of receiving support via SMS or WhatsApp, which can reduce the need for live agents to handle routine inquiries.
In conclusion, IVR deflection to SMS or WhatsApp can offer many benefits for businesses looking to improve their customer experience, increase efficiency, and reduce costs. By offering customers a choice in how they interact with the company and automating certain tasks, businesses can provide a more streamlined and convenient experience for everyone involved.