Reshaping CX With IVR: How To Refine Call Flows And Engage Clients – Phonexa Canada

Victoria Berezhetska

Content Lead

4 minute read

What can be more frustrating than finding yourself trapped in or navigating a maze of menus? Consumers often opt for calling a business directly in an attempt to resolve their issues. What they typically encounter on the other end is an IVR system.

It’s no secret that a simple phone call can significantly speed up the process. But that’s not the only upside to utilizing IVR. More often than not, it’s one of the first touchpoints with potential clients. That’s why brands strive to implement IVRs designed around client needs, interests, and motivation.

When mismanaged, the system can be ineffective, leading to the lack of relevant data on active campaigns, more unqualified calls, misroutes, longer handling times, and corrupted call flows.

IVRs are essentially multipurpose. The system’s versatility is one of the reasons why many companies end up focusing on its cost reduction capabilities. That’s also why businesses tend to forget about the ability of IVR to create a consistent, dynamic CX and deal with the pain points of clients.

Achieving both missions is only possible if brands accurately define and execute multichannel engagement strategies and collect all the data they need from inbound calls and interactive voice response surveys.

What Is An IVR Survey?

IVR survey is an automated visual or touch-tone poll that helps brands across different verticals and channels to collect customer feedback, get product reviews, gain valuable call data, and get a sense of the overall demographic.

Let’s take a closer look at how IVR can help brands reinvent the customer journey when bundled with other marketing solutions and integrations.

How Well Designed IVR Delivers Elevated CX

Today, it’s imperative that brands ensure accessibility and deliver consistent omnichannel, cross-device support. With the right IVR system in place, businesses can offer consumers an opportunity to seek additional information and talk to any department representative if needed.

There’s no denying that an IVR system enables brands to manage numerous calls and stay available at all times. But there’s an elephant in the room, and that is customer engagement and experience. How can IVR software help your business deliver elevated CX? One of the ways to fulfill the mission is to bundle the benefits of several solutions and their integrations.

Brands have a need to route calls inside the company or allocate them to third-party destinations. Phonexa’s Call Logic — a call tracking, distribution and intelligence platform — utilizes an automatic call distributor (ACD) that enables brands to effectively manage every inbound call. This call intelligence platform comes with call tracking, call analytics features, and other technology tools like IVR, voice recognition service, predictive modeling, voice recording, and more.

Phonexa’s powerful platform features numerous functions geared toward improving lead flow and consumer engagement. On top of that, it allows companies to employ integrated strategies that guarantee increased conversions and ROI. For instance, call tracking software allows tracing the consumer journey from the very first contact. In this case, solution features like IVR come in handy if brands are looking to gain insights into their lead funnel and enhance it.

Another great example is a cloud phone system. When bundled with Call Logic and LMS Sync, Phonexa’s Cloud PBX allows making the most of IVR flows, keywords, FAQs, post-call surveys, and other points of interaction.

How To Improve IVR Call Flows

As mentioned before, IVRs significantly speed up the support process and enable agents to decrease handling times. Phonexa’s advanced IVR can help businesses deal with low task completion rates (TCR) and identify what prevents consumers from completing the intended tasks.

While some prospective clients can go through a complete flow, it doesn’t mean that they can or will accomplish the task. With Phonexa’s bundled solutions and their integrations, brands can monitor the IVR flow and determine whether there are missing pieces or factors that demotivate clients.

Utilizing surveys is another way to evaluate the performance of your support services, monitor satisfaction rates, and identify the issues or mishaps in your IVR call flow. Apart from post-call polls, businesses often use voice of customer survey questions to receive feedback on specific experiences, products, or the process of issue resolution.

But bear in mind that call flows are all about achieving specific goals within digital products. User journeys, however, are all about dealing with the motivations, emotions, and pain points of your clients.

Ultimately, every survey call is an opportunity for brands to kill two birds with one stone, and to optimize the call flow tactics and enhance the IVR journey.

What IVR Software Has In Store For Your Brand

If you’re looking to enhance your call flow and drive only qualified leads, Phonexa’s platform can help you transform the way you approach business calls and handle call traffic.

Here’s a detailed look at some of the benefits and best practices of utilizing IVR software.

• Personalized Call Experience & Fraud Protection: Stop misdials and fraudulent calls, drive more quality call traffic by adding another protective layer with Phonexa’s advanced IVR software.

• Call Intelligence: Accelerate the call management process, leverage self-service IVR options, handle account inquiries, make data-driven decisions based on IVR survey results, and elevate CX with the Call Logic platform.

• Optimized Funnel: Fine-tune your sales funnel and identify possible leaks by accessing the IVR journey details.

• Affordable Costs: Brands can utilize IVR as part of Phonexa’s Call Logic platform, which translates into the inclusive price for bundled solutions.

Streamline your call process and refine call flows with an IVR feature, which is available as part of Phonexa’s all-in-one suite of products geared toward boosting business for brands across different verticals.