With a drag-and-drop IVR, you can now create your call flow in minutes and have it running in hours. Gone are the days of waiting months for a developer to write code for you. With the simple drag-and-drop interface, all you need is to upload your data and script.
If you are considering an IVR solution and are trying to decide between a drag-and-drop IVR and a traditional system, then this article is for you. This article will outline the 10 biggest benefits of using a drag-and-drop IVR and why it could be the right solution for your company.
What Is IVR?
An interactive voice response (IVR) system is a technology that allows a computer to interact with humans through the use of voice and touch tones. Organizations use IVR systems to automate interactions with customers or employees.
IVR systems can be used to route calls to the appropriate department or individual, collect information from the caller, and perform various other tasks. These systems can also be used to provide self-service options for customers or employees.
The benefits of using an IVR system include increased efficiency and productivity, reduced costs, improved customer satisfaction, and increased sales.
Recent Statistics on Drag-and-drop IVR
- A recent study by the Aberdeen Group showed that businesses that use drag-and-drop IVR systems experience a 38% increase in customer satisfaction.
- Furthermore, those businesses saw a 27% reduction in operational costs and a 20% boost in first-contact resolution rates.
Further Reading: How is Cloud Telephony Beneficial for Remote Employees?
In other words, not only are customers more satisfied with businesses that use drag-and-drop IVR, but businesses themselves see significant cost savings and boosts to their bottom line.
If you’re not currently using a drag-and-drop IVR system, now is the time to consider making the switch. Your customers and your bottom line will thank you for it!
What Is a Drag-and-drop IVR?
A drag-and-drop IVR is an interactive voice response system that allows businesses to create and manage their IVR menus without the need for expensive and time-consuming professional help. This type of system is typically easy to use and can be set up in a matter of minutes, making it an ideal solution for businesses that want to save time and money on their IVR setup.
With a drag-and-drop IVR, businesses can create custom menu options and messages that are tailored to their specific needs. This type of system also allows businesses to easily change their IVR menu options as needed, without having to go through the hassle and expense of hiring a professional to make changes for them.
Also, drag-and-drop IVRs typically come with a wide range of features that can be used to further customize the system to meet the specific needs of a business.
Why Do You Need an IVR?
An IVR, or interactive voice response system, is a computerized telephone system that provides callers with a menu of options to choose from. Callers can use their keypads to navigate the menu and select the option they want.
IVRs are beneficial for businesses because they can automate customer service tasks, such as taking orders or providing information about products and services. IVRs can also help businesses save time and money by reducing the need for human employees to answer calls. And also, IVRs can help businesses keep track of customer interactions and collect data about customer preferences.
Further Reading: How is Cloud Telephony different from VoIP?
Types of Drag and Drop IVRs
There are two main types of drag-and-drop IVRs: visual and auditory.
#1 Visual Drag-and-drop IVRs
Visual drag-and-drop IVRs allow users to see a graphical representation of the call flow. These drag-and-drop IVRs are typically more user-friendly, as they provide a clear picture of how the call will progress. This can be helpful for customers who need assistance understanding complex phone systems.
#2 Auditory Drag-and-drop IVRs
Auditory drag-and-drop IVRs rely on text-to-speech synthesis to provide instructions to the caller. These drag-and-drop IVRs can be beneficial for businesses that want to save time by automating repetitive tasks. For example, if a customer calls frequently to check the status of an order, an auditory IVR can be programmed to give them updates without the need for a live operator.
Both types of drag-and-drop IVRs have their own unique benefits that can help businesses in a variety of ways.
Top 10 Business Benefits of Owning a Drag-and-drop IVR
There are several pros and cons to consider when deciding if a drag-and-drop IVR is a right solution for your business.
Pros
1. Cost-efficient
A drag-and-drop IVR can be a very cost-effective way to create an interactive voice response system for your business. It can save your business time and money by automating repetitive tasks.
2. Self-service Options
A drag-and-drop IVR can be much easier to use than traditional IVR systems, making it a good choice for businesses that want to provide their customers with an easy-to-use self-service option. It can improve your customer service by handling customer inquiries quickly and efficiently.
3. Handle Customers Efficiently & Increase Revenue
A drag-and-drop IVR can help you increase sales and revenues by providing a self-service option for customers. Customer retention, revenue, brand value, and referrals all increase when customers are treated well. IVR systems vastly improve how companies handle customer service.
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4. Market Your Business Effortlessly
A drag-and-drop IVR can improve your brand image and reputation by delivering a professional and courteous customer experience. Your IVR’s options and business information are not the only things that can be customized. While on hold, customers can hear marketing messages on your system. Instead of passively observing promotional materials or advertisements, they are now in the unique position of actively absorbing your marketing messaging.
5. Decreased Operational Costs
A drag-and-drop IVR can help you reduce operating costs by eliminating the need for live operators. Without a doubt, IVR optimization improves the customer experience while lowering operating costs and increasing agent engagement.
6. Let Customers Know Their Waiting Time
A drag-and-drop IVR can increase customer satisfaction by allowing them to resolve their issues without having to wait on hold for a live operator. It may also contain a message informing callers of the wait duration. They can be informed of their position in the queue and the approximate wait time before they can speak with a representative. Some contact centers may even offer to call the customer back if there is a long wait. While on the phone, the client is not required to wait.
7. Efficient Call Routing
A drag-and-drop IVR can increase efficiency by routing calls to the appropriate department or individual based on caller input. It can recognize, direct, and answer calls without connecting them to a live agent. Only when the caller requires additional assistance are calls routed to live operators.
8. Get Detailed Analytics
A drag-and-drop IVR can provide detailed call information and analytics that can be used to improve your business operations. It also offers promotions, updates, and other useful information or instructions. Informing callers that their calls will be recorded and that they will be asked to continue is one example.
9. Notable Customer Experience
Customer satisfaction can be significantly increased by combining simple technology such as Interactive Voice Response (IVR) and Customer Relationship Management (CRM) software. A drag-and-drop IVR can be used to create a seamless customer experience when integrated with other systems, such as CRM or ERP applications.
10. 100% Customizable
A drag-and-drop IVR can be customized to meet the specific needs of your business, providing a truly unique customer experience. APIs make it easy to add and integrate new channels, as well as embed machine learning, to provide a more personalized experience for your customers and business. As soon as you make the decision, you can create whatever kind of experience you want.
Cons
There are some potential downsides to using a drag-and-drop IVR as well. For example, it may not be able to handle large call volumes as effectively as a more traditional system. Additionally, you may need to have some technical expertise in order to set up and maintain the system properly.
Overall, a drag-and-drop IVR can be a good choice for businesses that want to create a self-service option for their customers but it is important to weigh the pros and cons carefully before making a decision.
Further Reading: Top 12 Ways To Improve Customer Service With IVR Technology
Costs of Owning an IVR
The cost of an IVR system depends on the features and capacity you need. A basic IVR system can cost as little as $500, while a more complex system can cost several thousand dollars.
To determine the cost of an IVR system, you need to consider three factors:
- The cost of the hardware
- The cost of the software
- The cost of maintenance and support
#1 The Cost of the Hardware
The hardware costs will vary depending on the type of system you purchase. A basic IP-based system will be less expensive than a hybrid or TDM-based system.
#2 The Cost of the Software
The software costs will also vary depending on the features you need. A basic IVR system with simple call routing capabilities will be less expensive than a more complex system with advanced features such as speech recognition or text-to-speech conversion.
#3 The Cost of Maintenance and Support
The third factor to consider is the cost of maintenance and support. An IVR system requires regular maintenance and updates to keep it running smoothly. You also need to have someone on staff who is familiar with the IVR software and can troubleshoot any problems that may arise.
Best Drag-and-drop IVR System Development Partner
There are plenty of business benefits that come with owning a drag-and-drop IVR system. For starters, it’s a great way to automate customer service processes and save time. Also, it can help you improve customer satisfaction by providing them with an easy way to interact with your company.
#1 One of the best things about having a drag-and-drop IVR development partner is that they can help you customize the system to perfectly fit your needs. No two businesses are alike, so it’s important to have someone on your team who understands your specific goals and can develop a solution that meets them.
#2 Additionally, working with a development partner ensures that you have access to the latest features and updates for your system. As the technology evolves, you’ll be able to take advantage of new capabilities that can further improve your business operations.
So, if you’re looking for a way to streamline your customer service processes and improve your bottom line, consider investing in a drag-and-drop IVR system. And be sure to take a look at FreJun’s cloud contact center to stay ahead in your business management.
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In today’s business world, it pays to be efficient and effective. A drag-and-drop IVR system can help you accomplish both of those things. Not only is it easy to use, but it also has a host of other benefits that can help your business in a big way. From saving time and money to increasing customer satisfaction, a drag-and-drop IVR system can make a big impact on your bottom line.
So, if you’re looking for a way to give your business a boost, consider investing in a drag-and-drop IVR system. You won’t be disappointed!