Career Woman

IVR for business: How phone trees can improve caller experience


Manage call volume, provide enhanced customer service, and elevate caller experience. All with IVR for business. This service is easy to set up and use and can define your business’ professionalism. Learn how now.

IVR for Business

Phone trees, interactive voice response, or IVR for business. These terms refer to the automatic voice response system used by companies with large call volumes. The automation answers calls, greets callers, identifies the purpose of the call, and resolves it. The system does so either by: 

  • Providing information through pre-recorded messages,
  • Presenting the caller with menu options, 
  • Helping the caller complete a task arranged by the account manager, or
  • Transferring the call to the appropriate department or agent for further processing

Purchasing and setting up IVR is a simple and easy process. You can subscribe to a virtual phone service provider, like United World Telecom, that offers the service alongside other advanced communication features and tools. Generally, such services are highly customizable so that you can adapt it to your business’ needs as much as possible.

Who Can Benefit from IVR for Business?

Companies in every industry can take advantage of this service. If your business has a large call volume and depends on customer service and satisfaction to improve sales, then considering IVR for business is a good idea. Here are some types of businesses that use IVR:

  • Financial services
  • Healthcare services and pharmaceutical companies
  • IT and data service companies
  • Telecommunication companies
  • Customer support, appointment setting, and answering services
  • Marketing and advertising agencies
  • E-commerce businesses
  • Travel and tourism agencies
  • Governmental services
  • Educational institutions (schools, colleges, universities), and more

What Can You Do with IVR?

All of these companies can use IVR for business to organize incoming calls, assist callers in completing tasks, or directing them to the right employee. You can sort calls based on different categories of tasks or based on language and location preferences. Here are some examples of how businesses use IVR:

  • Greet callers
  • Provide basic company information (contact details, location, office hours)
  • Collect caller information
  • Provide company updates
  • Process payments and renewals
  • Refill prescriptions
  • Provide drug and recall information
  • Offer basic troubleshooting  
  • Account verification and activation services
  • Provide information about products, services, and promotions
  • Collect feedback from customers, etc

Besides merely organizing and distributing calls, an IVR for business, in advanced cases, can also help callers complete simple, mundane, repetitive tasks without needing to connect to an agent. This frees your agents up for more complex tasks.

How to Get IVR for Business?

To purchase and set up IVR, follow these simple steps:

1) Research providers: Look up different providers and what they have to offer that will enhance and improve your business communications. Do they have any additional features? How much can you customize? Do you need your IVR to be multilingual? And so on.

2) Browse through features and plans: Compare plans and features offered. Do they fit your needs and your budget? Maybe reach out to the provider and see if there is any wiggle room, if you really want their service.

3) Choose a provider: Once you’ve decided on a company to go ahead with, sign up for their service.

4) Design your IVR: Start creating and customizing your IVR by mapping out what menu options you want to offer your callers and what tasks will they be allowed to complete.

Enhanced Caller Experience = Increase Customer Satisfaction

By setting up IVR, callers can have their issues or queries resolved quickly as they don’t need to wait in long lines. Additionally, they are transferred to the right department at the first attempt, reducing frustration from being bounced around. IVR for business has a higher rate of first call resolution, making it convenient for customers to call your business and making your business more approachable. Think IVR is the way to go? Start researching providers and get the service now!

About Meryl D’Sa'

Meryl D’Sa writes about the ways we can improve life through communications, travel, literature, and more. In her spare time, she reads literary fiction, binge-watches Netflix, and adores her cat.

Recommended for you

What Do You Think?

Your email address will not be published. Required fields are marked *