How Hosted IVR System canTransform your Small Business

Implementing a hosted IVR system is a fantastic way to make your small business stand out from the competition. When used correctly, they can give your small business communication a professional touch, irrespective of the industry you operate in.

The hosted IVR system, or Interactive Voice Response system, is an automation tool that helps your small business build relationships with customers using self-service options. It helps them navigate to the right department by themselves on the first call, and even increases the retention rate.

With this article, we highlight some ways your small business can benefit from hosted IVR services.

Build relationships with hosted IVR services

Hosted IVR systems can be programmed in ways that customers receive highly personalised experience with every call.

This detailed personalisation helps you build stronger customer relationships and offer a superior level of customer service, making you stand out.

For instance, Acefone’s IVR systems for small business in India allow you to personalise calls using custom greetings, specific product messages, services updates and more. You can plan and execute such messages for your customers based on different categories to add a personalised touch to the call.

Hosted IVR systems can also be programmed to address returning customers by their name and communicate in their preferred language.

Navigate better with hosted IVR systems

The beauty of a hosted IVR system is that it gives customers the opportunity to choose which department they need to connect with.

By installing a hosted IVR system in your business phone system, you can prepare for every customer enquiry that comes your way. Based on the caller’s inputs, the hosted IVR system informs you of the call’s nature, giving you an upper hand.

More so, according to Salesforce research, 63% customers expect businesses to be aware of their needs and expectations. Hosted IVR services enable you to prepare better for every query and get to the bottom of it on the first call itself.

If you have different departments, the IVR can also direct the caller to the person best placed to answer the query. This means no frustrating call transfers, and much less time spent on the phone for both customers and staff.

Save time & expenses with Hosted IVR services

Arguably, the most popular benefit of a hosted IVR service is that it saves time. When callers are directly sent to the department related to their query, both agents and the caller end up saving valuable time.

With customer support being faster than ever, consumers dislike staying on calls for long periods. With the hosted IVR system, customers are fast-tracked to their solutions resulting in a lower amount of dropped calls.

Additionally, with less time spent on each call, there are more opportunities for agents to convert more leads into customers.

When agents spend less time looking for the right person to answer a question, they can focus on other tasks such as answering more calls, making your business more profitable. They can deliver quick and superior customer service and improve the brand image.

Have lesser mistakes with automation

With agents there is always scope for human error. From missing calls due to unavailability to transferring calls to the wrong destination.

With the hosted IVR system, mistakes are much less likely to happen. Hosted IVR systems don’t get distracted by other tasks or become overwhelmed by high call volume. IVR solutions can answer each call automatically and place it in a queue during peak times.

This inbound call management solution gives your agents room to focus on priority tasks rather than merely answering and diverting calls. Agents may miss calls for several reasons, but a hosted IVR system will ensure no call goes unanswered.

With more calls answered, your small business is surely to increase conversions. Customers also appreciate being routed to the right person in the first call, rather than waiting and hopping between calls.

Promoting Self-Services with IVR systems for small business in India

The modern customer is out for quick resolution to their queries. While human agents provide the most personalised service, there are several instances where their time could be better spent elsewhere.

For instance, a customer calls a contact center to inquire about outstanding bills. The firstly connected agent shall transfer the call to the billing department for further processing. After shifting through several calls only, will the customer receive the desired information.

On the contrary, a hosted IVR system takes the callers input, directs them to the right department, and then connects with an available agent. This entire process takes less than half the time taken by an agent to resolve the case.

24/7 availability with Hosted IVR services

A hosted IVR system can be in operation even when your small business is closed. Acefone’s hosted IVR services enable customers to leave agents voicemails if calling beyond business hours. You can also set personalised messages to inform customers of the business hours or address FAQs.

No matter the time of the day, with a hosted IVR system you can ensure availability of a communication channel between your small business and customers. Hosted IVR systems for small businesses in India give you access to endless possibilities for customer engagement and call management.

At Acefone, our experts help you set up your hosted IVR system as per your small business’s requirements and provide a seamless customer experience 24/7.

Get an IVR system for your small business in India

From enhancing your customer experience with personalisation to boosting agent productivity and saving money— hosted IVR systems are a simple solution that can have profound effects on your small business.