How our IVR Service Helped Enterprise Clients Enrich their Business Communication

4 mins read

At Servetel, we take pride in our ability to cater to a wide and diverse client base that spans across various industries. These include banking and finance, healthcare, and education. Therefore, our product has been recognised for its flexibility and reliability. This has earned us prestigious awards such as SoftwareWorld’s ‘Best Call Centre Software’ and Crazdesk’s ‘Quality Choice’ award in 2023.

Over time, we have had several business communication issues brought to us:

A banking and finance client needed a way for their customers to communicate without having to visit a bank branch.

Another prominent hospital wanted a secure and convenient way to communicate with patients.

A well-known education institution wished to communicate with students in a timely manner.

How we helped our clients

For the above-mentioned clients and their needs, the Interactive Voice Response (IVR) solution fit the bill perfectly.

IVR systems are calling menus that regulate call volume for a company by providing customers with self-service options through voice recognition and keypad commands. This facilitates a direct connection to the desired agent or department, reducing waiting time.

The specifics of an IVR system vary based on a company’s current call network and the types of support it requires. Typically, IVR solutions follow a similar structure. They start with a welcome greeting and offer the caller the option to select their preferred language. The caller then navigates through a set of options by using the keypad on their calling device.

Top features we offered our clients with SERVETEL’S IVR SOLUTIONS

We provided our clients with a range of top IVR features to enhance their customer service experience. Our automated call routing feature allowed healthcare clients to direct calls to the right departments. The IVR system also allowed customization of audio to cater to caller preferences.

CRM integration enabled clients to connect their patient management systems, CRMs, and student directories, providing personalized experiences for callers. With call distribution, calls were efficiently directed to the most suitable agents based on caller input and agent availability.

Additionally, our IVR solution offered reporting and analytics for our finance client, leading to improved customer service and operational efficiency. These features represent just a selection of the comprehensive IVR and contact center solutions we provided to our clients.

Popular features

Automated Call Routing

For the healthcare client, the IVR system could route incoming calls to the appropriate department. These included options such as the emergency room, pharmacy, or billing department.

Pre-Recorded Messages

Our education client could use pre-recorded messages to provide callers with information on enrollment procedures, course schedules, or campus events.

Customised Audio

Our clients could configure the IVR system to play personalised audio. These were tailored to the caller's needs, such as greetings in their preferred language.

CRM Integration

Our clients could pair their management systems, CRMs, and directories with the IVR solution. This way, they could better cater to callers and offer personalised experiences.

Call Distribution

The IVR distributed calls to the appropriate agent based on the caller's input and the availability of agents. This helped our clients ensure that all customers got the right response.

Reporting and Analytics

Our clients used the IVR reporting and analytics to track the volume of customer calls along with metrics like average call duration, and customer satisfaction scores.

Communication benefits achieved by joining Servetel

Servetel’s IVR solution offered numerous benefits to companies in the long and short run. They improved their branding, marketing, sales, and most importantly, caller experience. Here are some of the main benefits they expereinced.

Customer insight

Our clients in the healthcare industry were able to use the IVR system to understand various aspects of their patients’ healthcare experience. They collected data such as patient feedback, check service quality, etc. Similarly, our clients in the education industry saw this benefit immediately when they used an IVR solution. They were able to gauge the quality of instruction, the relevance of course materials, and overall satisfaction with the programme.

Notifying and personalising

Many clients used the IVR to send follow-up notifications through text messages and automated calls. It reduced the number of repetitive calls made by support agents and increased their efficiency. They used personalised messages and greetings to enhance customer experience and establish credibility. Some healthcare industry clients also used the IVR to connect with patients over phone calls to determine the urgency of their medical needs, and route them to the appropriate level of care.

Global and inexpensive reach

IVR systems can reach potential customers worldwide, reducing language barriers and communication gaps. They support multiple languages, simplifying connecting with customers from different countries. This helped clients in the education sector offering virtual classes or tutoring. Students could call a designated number, connect with a tutor, and receive help with specific subjects or course material.

Increased customer and agent satisfaction

IVR solutions provide 24x7 assistance to callers, automating simple tasks like answering questions, processing payments, and verifying accounts. The IVR routes the call to a live remote agent if their intervention is required. In cases where calls cannot be connected to agents, the IVR also sets callback reminders. This feature leads to consistent customer satisfaction and flexibility in time. Our banking and finance client successfully leveraged the IVR’s automation to streamline multiple processes.

Mobile marketing

IVR solutions are becoming a popular tool for expanding mobile marketing, improving the effectiveness of cold calls and reaching a larger audience base. They help automating cold calling, and provide call metrics to refine marketing campaigns. Similarly, one of our clients used the IVR solution to gather their potential customers’ contact information, preferences, and buying behaviours, and refine their marketing campaigns.

Our IVR solution has proven to be very beneficial to our clients across the healthcare, education, and finance sectors. The service has enabled them to improve the quality of their services and offerings. All while providing customers with a sense of being heard and valued. With real-time insights and the ability to make effective adjustments, the solution has positively impacted their sales, marketing, and customer experience strategies.

If you're also interested in improving your business communication and customer experience, our team is always ready to assist you.