Ever feel like your phone never stops ringing?
This is a good problem to have, as it indicates that people want to connect with your business. However, when all the calls start coming in and you or your team cannot handle them, it can become overwhelming.
Missed calls can mean lost customers, missed opportunities, and lower satisfaction. That’s where an IVR, or Interactive Voice Response, can really make your life easier!
You may have heard this before: “To speak with our sales team, press 1. For customer support, press 2.…”
That is an IVR system that picks up your calls automatically, and directs callers along menu options, and connects them to the right person or department.
At Times Mobile, we help businesses like yours set up reliable, secure, and easy-to-use IVR systems that keep customers satisfied and the business on track.
67% of customers say they have a better experience with companies that use an Interactive Voice Response system (IVR), according to Deloitte.
But when it comes to choosing the best IVR service, how do you know which provider to choose with so many out there?
Let’s figure that out!
1. Start with Your Business Goals
What are you hoping to achieve with an IVR system?
- Want to reduce customer wait times?
- Need to automate repetitive tasks like appointment bookings or order tracking?
- Or looking to serve customers in multiple languages?
When you’re clear on your goals, it becomes easier to find an IVR provider that can meet your specific needs.
At Times Mobile, we customize our solutions based on your business size, industry, and customer expectations.
2. Understand Your Call Volume
How many calls does your business handle each day? A local business taking 20-30 calls a day will be different than a call center taking thousands of calls every hour. Higher volume will require a more powerful system and has to be more scalable.
Times Mobile’s cloud IVR solutions grow with your business with no lag, no downtime, no worries.
3. Cloud or On-Premise?
There are two main options:
- On-premise systems give you more control but require hardware, maintenance, and an in-house IT team.
- Cloud-based IVR systems are easier to manage, more affordable, and don’t need any physical setup.
Most small and mid-sized businesses today prefer cloud solutions and Times Mobile makes switching to the cloud simple and secure.
4. Make Sure It Integrates with Your Tools
Your IVR system should work well with your existing tools like your CRM, support desk, or ticketing system. This ensures your team has all the info they need when answering calls no time wasted, no repeated questions.
Our systems at Times Mobile offer smooth integrations with popular business tools, so everything works together like a well-oiled machine.
5. Personalize the Customer Experience
Nobody wants to speak to a mechanical monotone voice over and over. With modern day IVR systems you can:
- Greet customers by name
- Present options based on previous interactions
- Follow up via SMS or email
Times Mobile makes this level of personalization simple, so that your brand sounds warm, professional and human.
6. Ask for Reports and Insights
Want to know how your IVR system is performing? A good provider should offer reports that show:
- When most calls are received
- Where people drop off
- How long calls last
- How many are resolved on the first try
At Times Mobile, we provide simple dashboards with all this info, helping you spot trends and improve your service.
7. Prioritize Data Security
When customers share personal details over the phone, it is important to keep that information safe.
Times Mobile follows strict data protection practices, including encryption and secure call handling. We also comply with all of the major data privacy laws in India and globally.
8. Check the Support Quality
Even the best systems call for support from time to time, that’s why good customer support is non-negotiable. Times Mobile offers around-the-clock support, timely solutions, and a dedicated account manager so you’re never left in the dark.
9. Reduce Waiting Time
In a study from Harris Interactive, 60 percent of customers are ready to hang up after just one minute on hold. That’s a lot of missed opportunities for any business.
But this is where an IVR system comes in. It allows customers to get quick access to information such as checking an order, getting account information, or booking a service without waiting to talk to a person.
Final Thoughts
An IVR system isn’t just a tool; it is part of how your business communicates. Choosing the right provider makes all the difference in how smoothly things run.
Regardless of whether you are a startup or an established business, Times Mobile is here to help you in building a better, smarter, and more efficient call experience for your customers.
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