Why you should implement an IVR System in your business    

Every business owner faces the same crossroads in their business journey:

"Should I hire someone to answer our calls or accept that I'll lose some important ones along the way?"

Indeed, not every call will be answered or offer a great deal for your company.

However, you can make that process more manageable with an IVR system.

Let's take a closer look at that. Here's what we'll cover with this blog post:

1. What is an IVR in business?  
2. What is an example of an IVR service? 
3. What is the difference between a call center and IVR? 
4. Is IVR a good option for small businesses? 
5. How effective is IVR? 

What is an IVR in business?  

An IVR is the best tool for companies to handle a high volume of incoming calls and maximize efficiency.

Let's say you're having some issues with your cellphone bill. You call your provider and are immediately answered by a robotic voice telling you to 'Press 01 for Sales', 'Press 02 for Billing', etc.

That's IVR for business at its finest.

Simply put, it lets you present a voice prompt to customers calling your office number. It also allows them to enter the extension of the person or department they want to reach.

What does IVR mean?  

IVR stands for Interactive Voice Response. It's a professional name that defines a virtual prompt your customers can interact with.   

We can also call IVR a 'Digital Receptionist' or 'Virtual Receptionist' since it can be the first touchpoint with your business.  

In the past, to make a phone call, you had to go through an operator.  

Now, you can use an IVR system.  

(And you can even set it up yourself.)  

How to get IVR for business? 

To get IVR for business, you first need a VoIP service provider.    

There are many out there you can choose from. Similar to VoIP.ms, you have many options, but remember to consider your business' needs before closing the deal.  

Many VoIP companies are also IVR service providers, which makes everything easier.  

For VoIP.ms, IVR (or Digital Receptionist) is a feature you set up from your account to create the perfect call flow for your customers.  

What is the cost of IVR for business? 

The IVR for business costs will depend on your VoIP provider.  

Many offer this feature as part of their communications package at no extra cost. Others charge a monthly fee, or per every minute the service is used.  

But other factors will affect the final IVR system cost:   

• If it's on-premises or cloud-based (like most VoIP providers) 

• The number of business lines you have/need 

• The complexity of your setup 

• The cost of voice recordings for your IVR messages 

Factor all that in, and you'll have your final cost.  

What is an example of an IVR service?  

Here's a simple example of an IVR Service:  

Say you need a new prescription for your heart medication. You call your local pharmacy, and after the first ring, you hear an automated recording.  

"'Greetings. You've reached Local Pharmacy', it says. 'For prescriptions, press 01', 'For emergency consultations, press 02', 'To speak with our pharmacist, press 03'".  

That's a classic, simple IVR system. If you press 01, you'll have other options until you reach your destination and request your new prescription.   

You can find other examples in your daily routine, such as calling the bank, contacting governmental institutions, or your accountant's office.  

What is the difference between call center and IVR? 

The difference between call center and IVR is easy to understand. A call center ACD is a system that will route callers to an available agent (a real human being) they can speak to.  

Conversely, IVR is an automated menu that will guide customers through your company's structure.  

These systems, while different, can act together to offer great customer service to your clients. They'll ensure clients have the answers and help they need.   

Companies in retail are known to have these two systems in place, just like financial institutions, as they deal with an enormous number of daily calls. 

Their clients may have specific questions or needs that only human interaction will solve.   

IVR has limitations in dealing with complex situations, so call center ACD fills that gap.   

Is IVR a good option for small businesses? 

Yes, IVR is a good option for small businesses.  

An IVR system provider will help you grow your company without compromising customer service.   

It also allows you to create a more professional image for customers and saves time for both agents and clients. Your communication flow is more effective and optimized.  

As your business grows, IVR will help boost customer satisfaction, as it helps manage your increasing call volume and ensures no customer is unanswered.    

Remember: no one likes to be kept waiting.  

Some studies show that customers are willing to wait 13 minutes to speak to an attendant, but more than 60% are frustrated over long wait times. How long it takes for a customer to find the answers they need might be a dealbreaker for creating loyal clients.  

How effective is IVR? 

IVR is very effective since it allows your team to focus on problems that need human intervention.    

It works as a digital receptionist that will direct calls and solve low-complexity issues, making your communication flow more efficient.  

It will also reduce wait time for customers and guide them through their options. That way, they can choose the one that best answers their needs.    

Regardless of your business' size, having an IVR system is a great option to improve your brand image and customer service.   

Now that you know about IVR and how it can benefit your company, click the button below to learn more about VoIP.ms digital receptionist feature: