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IVR services can be generally divided into two categories: 100% self-service and integrated IVR & live agent. Self-service IVR applications are effective at handling routine, predictable calls. Live call agents may be needed for the more complex, atypical situation. In these cases, the IVR should pass all the collected information to the agent. Nothing frustrates a caller more than having to repeat the same information once the agent gets on the line.
Some typical uses of IVR service are:
- Directions: Provide your callers with a listing of store locations, as well as general directions. This frees your call staff from answering routine questions. Customers are satisfied because they can obtain the exact information needed without waiting in a long queue.
- Store hours: Questions about store hours are other frequently asked questions. It's a good idea to provide a self-service option for store hours. The information should be up-to-date and specifically updated for special holiday hours.
- Surveys: IVRs can deliver surveys over the phone. Utilizing an automated system for surveys is certainly cost-effective, but it may also provide you with the more honest and open customer feedback.
- Prescription refills: These services allow customers to call up their local pharmacy to automatically refill a prescription.
- Order status: Customers can get 24-hour access to a pending order through IVR. In this application, callers can instantly access the same database used by call agents. The system can provide them with updated status information regarding an order.
- Credit card activation: Credit card customers can call an automated line to activate a recently-shipped credit card. This application accesses the account database to verify identification and then automatically activates the card when prompted.
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