IVR is a truly amazing technology!
I get so excited when I talk about the potential it has to offer nearly any business, I honestly want to get on the phone and call every one of my customers to explain how it can help them. That, the explaining of ‘how’, has always been an issue with Interactive Voice Reponse. You’ve all been exposed to the concept and many understand how it works, but not too many explore the real potential of connecting your database to the telephone (land or mobile) of your customer base.
Examples of IVR for Business:
- Voice Broadcasting (or SMS): Mass distribution of a message, via telephone, text message or fax (if you still have one). Let’s say you are a school and you need to notify all 500 parents that the buses are running 20 minutes late because of weather. With the click of a button and a recording of the message you want to send, all 500 people can be called and/or text’d within a matter of minutes (I mean 2 minutes, not 30). Another example; say you are a gas company and you have a pipe burst in a particular neighborhood. With this IVR Voice Broadcasting, you can call every one of your customers instantly and inform them of the outage.
- Inbound or Outbound Surveys: Who doesn’t want to know more about their customers and get unbiased answers to their questions or concerns? Setting up a satisfaction survey for your customers to call in, answer some questions and provide you with the information you need to thank your staff or find areas to improve. If you are looking to collect some marketing data, turn that survey around and call your customers, ask them to participate and then ask your questions. This can all be done without a single person dialing a single number. Even better, all of your data is stored in a database to report on and is available instantly.
- Dynamic Phone Numbers:For marketing folks and owners of their own business, do you have any idea how many of your inbound phone calls are generated by organic (non paid) links on the Internet? Could it be that there is some obscure web site out there that is bringing in an exponential number of your new customers? With this technology, if a web visitor clicks on a link within Google.com, it displays 800-555-1212 as your phone number but if they click on a link within Yahoo.com it shows 888-777-1212. Integrating this with your analytics program on the web and you have a very robust set of data telling you not only where your web traffic comes from but also those that prefer to talk on the phone.
Those are a few basic implementation of the technology. I could literally go on for hours and hours detailing how it can help any business and what the other applications out there are. If you want to know how it can help your business, post a comment on this blog and I’ll be happy to discuss it with you.
Got an idea for your business?
If you mention the ‘VoIP Supply Discount’ or tell them ‘Ben Sayers’ sent you, your services will be available at a reduced rate.