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Implement IVR System Before Your Customers Switch to Your Competitors

Giving your customer a voice and lending them an ear are the two ways to speed up your responsiveness to customer needs. You can easily carry out both by implementing and using IVR service solutions to your business. Let’s see how this thing works. 




Let your customer call in whenever they want 
If a customer has a need he will call you. The need can be for information, complain, etc. Whatever it is, you need to respond accordingly and ensure your customer only hangs up after being satisfied with your response. If however, a customer cannot get through to your phone line, it will negatively impact ability to respond to your customers’ need. 
Avoid these sorts of situation by implementing an IVR system which picks up all calls and offers a menu of options for customers to choose from. If your customer service staff is busy talking to someone else, your caller can even leave a voicemail with a number for you to call back. Remember that quick reaction means that you call back at the earliest. Do not make your customers wait for you and if a customer calls in for making a complaint, ensure you respond to it ASAP. 


Click to call and missed call features for customer ease 
A small and little widget on your website can give your customer an instant voice online. Clicking on the call button on your website will either connect your customer directly to your representative or will generate recorded call back to their listed number, promising to be in touch. 
Customers can also give a missed call to a particular number that you list on an advertisement. This is usually in order to generate a particular response, such as signing up for a feature, or opting out of one. Respond accordingly. 


Train the employees to respond the appropriate manner 
You can integrate your IVR service with your customer relationship management system and access all customer details, including phone conversations, in one dashboard. This will help your service staffs understand your customers better and meet their particular need. 
Implement call recording and play back mp3 files of your staffs speaking with your customers. Note down what works and what does not. Then train your employees to implement the conversational tactics which will work well with your customers. 


Get to know what your customers want with call tracking 
With call tracking you can discover which of you marketing campaigns are doing well, or rather which marketing campaigns are generating the most number of calls to your business line. This is done with the use of virtual numbers, a different number assigned to each campaign. Once you know which number is being called the most, you also know which campaign is working best. Depending on what the campaign offers, you can determine what appeals more to your customers and thereby offer more of the same. 
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