Let us imagine that your business has 3 branches spread across Kerala. It could be a mobile phone sales and service showroom which also has to deal with the replacement and exchange of phones. Then over a period of time here are some of the likely issues that you may face now that your brand of the showroom is fairly renowned and has a lot of customers.

The issues would include:

1. Knowing who called and when and for what issue. This could become a great issue because lots of people would be calling every day either to deal with a service issue or to get some sort of information. You could have one person take all the calls and note down the number and issues discussed – but over a short period of time, it becomes horribly complicated.
2. Dealing with your most important customer becomes an issue as their calls and requests get drowned within all the calls and responses. This can become a difficult situation with your best clients who demand and require special attention as they bring in lots of high-value business and are important to you. Your personnel taking the call may not be aware of their importance and could relegate their task for later.
3. The customer is put on hold as the call is transferred to an executive who would rather be busy selling the product to a walk-in customer who he has been discussing the latest features of a phone with. The difficulty of dealing with specific issues when the assigned person is not available throws a spanner into the works and disrupts everything. Service issues get transferred to sales personnel who know nothing about the issue and vice versa. Your personnel and the customer are equally frustrated and a lot of time is wasted for all.
4. The cost of having a specialized division to handle all the calls, transferring the calls to individual executives and maintaining the high level of customer service at all times becomes an issue.
5. The customer feels neglected when calls are put on hold. The situation projects a lack of professionalism on the part of the company where no one knows what is happening and there is no one to talk to the customer or address her anxieties.

The answer to all these issues?

Well, it is a professional IVR System from Adlinks. Integrated Voice Response (IVR) is an automated system where a prerecorded voice answers the calls from outside. The voice of the customer is recorded at times to understand the issues and needs of the client. The caller is led to navigate through various options using the numbers on their keypad to the right solution provider. The IVR system enables the caller to find the right individual or executive to address their issues.

Why an IVR System is of great help?

A well designed IVR System can intellectually gather information from the caller. This can include the caller’s phone number, name, location, the service segment, the specific issue and more. The most valuable and frequent customers are afforded priority services with direct access to the right executive without waiting. Specific issues get addressed by the specialist for that issue, thus reducing the amount of time and money spent on customer service. Businesses can easily enable a reliable and superb IVR System through Adlinks.