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What is IVR, or Interactive Voice Response, and how can it help a small business?

If you’ve ever called a customer service hotline, you’ve likely interacted with an IVR system. But what exactly is IVR, and how can it benefit small businesses?

IVR, or Interactive Voice Response, is a technology that allows callers to interact with a computerized system using their voice or keypad input. IVR systems are commonly used by businesses and organizations to automate customer service, sales, and support processes.

Here’s how it works:

When a caller dials a business’s phone number, the IVR system greets them with a pre-recorded message and presents them with a menu of options. The caller can then respond by speaking or pressing a number on their keypad. Based on the caller’s response, the IVR system can route the call to the appropriate department or provide information, such as business hours or account balances.

So, how can IVR benefit small businesses?

Increased Efficiency

With an IVR system in place, small businesses can automate routine customer service inquiries, freeing up employees to focus on more complex issues. This can lead to increased efficiency and productivity.

Improved Customer Experience

By providing callers with self-service options through an IVR system, small businesses can improve the customer experience. Callers can get the information they need quickly and easily without having to wait on hold or speak to a live representative.

Cost Savings

IVR systems can be a cost-effective solution for small businesses. Instead of hiring additional staff to handle customer service inquiries, businesses can invest in an IVR system that can handle a large volume of calls.

24/7 Availability

An IVR system can provide small businesses with 24/7 availability, even outside of regular business hours. This can be especially beneficial for businesses that operate in different time zones or have customers in different parts of the world.

Data Collection and Analysis

IVR systems can also collect data on caller behavior and preferences, which can help small businesses improve their products and services. By analyzing call data, businesses can identify areas for improvement and make data-driven decisions.

No matter the size of your business, IVR is a powerful tool to help you improve efficiency, enhance the customer experience, save costs, provide 24/7 availability, and collect valuable data. Contact us today to learn more about IVR and the other solutions we provide that deliver greater customer care!


About Rob Oscanyan

Rob is Director for Product Marketing for Contact Center as a Service here at Intermedia.