Self-Service IVR
Interactive voice response (IVR) is one of the most important components of a call center, and it needs to evolve to keep up with growing customer demands. With AloTech technology, you can offer your customers self-service through your IVR. With IVR, you can provide different solutions both to customers who call you and to customers you call. Besides letting your customers complete their transactions faster, you can significantly reduce your agents' operational workload.
Manage Customer Requests
With AloTech Self-Service IVR, you can serve your customers 24/7 without waiting for your agents' working hours. With replay options during self-service, your customers can easily complete their requests any day of the week, at any hour. This reduces your operation's workload while you serve your customers 24/7 and increase satisfaction. You can also easily manage customer requests over written channels with Chatbot.
Create Orders
With AloTech's Self-Service IVR technology, your customers can place orders without waiting to be connected to an agent. With CRM integration, you can identify the calling customer and access their contact details, address information and past records. You can also collect the customer's address through the IVR and transfer it to your order tracking system. Increase your operational efficiency with Predictive Dialer.
Check Order Status
With AloTech technology, your customers can check their order status 24/7. They can get information about their orders outside your working hours, without waiting to be connected to an agent. Through integration, AloTech Self-Service IVR technology recognizes your customer by their calling number and shares their order information through the IVR. With Self-Service Order Inquiry, your customers can get the information they need whenever they want, and you can increase operational efficiency and customer satisfaction.
Personalized Service for Your Customers
With AloTech's Self-Service IVR technology, your customers can easily cancel or return orders without being connected to an agent. Customers who want to cancel or return an order can select it and complete their request quickly, and you can increase customer security with a verification code sent through the SMS integration you set up in your flow. With Self-Service IVR, you can reduce your call center operation's workload and provide 24/7 service. You can measure the process by offering customer satisfaction surveys at the end of the call. Simplify your processes with our solutions that play a key role in call center continuity.
Payment Collection / Balance Inquiry
With Self-Service technology, your customers can pay for the services they receive by credit card, check their card balance, and submit requests to raise or lower their limit, any day of the week, at any hour. While these transactions are completed through self-service, you can increase security with the verification code feature through SMS integration. With AloTech Self-Service IVR, you can provide 24/7 service while keeping your customers' security front and center.
As Kyocera, the leader of Türkiye's A3 copier market, we have a broad portfolio that includes some of Türkiye's leading organizations. Thanks to our partnership with AloTech, we have made all our call center processes fast and measurable.
Frequently Asked Questions
Self-service IVR is a type of Interactive Voice Response (IVR) and is generally used for customer service or support. The system offers phone users a set of options through a pre-recorded menu and lets them receive a specific service through those options.
Self-service IVR can be used to reduce the load on a company’s customer service. This way, customers can get support for their needs without waiting in a queue or having to speak with a customer service agent. For example, a bank customer can use self-service IVR to check their account balance or review their recent transactions.
Although self-service IVR is designed to meet customers’ needs, it can sometimes be a challenging experience for customers. This may be because some customers find it difficult to interact with voice response systems or to find the right menu options to get the help they need.
Self-service IVR is a type of Interactive Voice Response (IVR) and is generally used for customer service or support. The system offers phone users a set of options through a pre-recorded menu and lets them receive a specific service through those options.
Self-service IVR can be used to reduce the load on a company’s customer service. This way, customers can get support for their needs without waiting in a queue or having to speak with a customer service agent. For example, a bank customer can use self-service IVR to check their account balance or review their recent transactions.
Although self-service IVR is designed to meet customers’ needs, it can sometimes be a challenging experience for customers. This may be because some customers find it difficult to interact with voice response systems or to find the right menu options to get the help they need.
Some features of self-service IVR are:
Menu-based: Self-service IVR offers customers a set of options and works through a pre-recorded menu to help them with their needs.
Voice response: Self-service IVR can recognize customers’ voice commands and respond to them. This way, customers don’t have to press phone keys to select options.
Authentication: Self-service IVR may ask for certain information (for example, an account number or telephone banking password) to verify customers’ identities. This feature keeps customer information secure.
Customizable: Companies can customize self-service IVR and offer customers tailored options. For example, a bank can offer its customers options such as account information, credit card transactions or loan applications.
No waiting in line: Self-service IVR lets customers get help with their needs without waiting in a queue or having to speak with a customer service agent. This helps customers save time.
Automatic call routing: In some cases, self-service IVR can route customers directly to a customer service agent. For example, if the IVR system can’t resolve the customer’s issue or the customer wants to speak with an agent, it can route the customer automatically.
24/7 availability: Self-service IVR lets companies make their customer service available 24/7. This way, customers can get help at any time.
Self-service IVR has many benefits, including:
Faster help: Self-service IVR responds quickly to customers’ needs and lets them get what they need without waiting in a queue or having to speak with an agent.
24/7 availability: Self-service IVR makes companies’ customer service available 24/7 and lets customers get help at any time. This helps customers resolve their issues quickly.
Lower costs: Self-service IVR doesn’t need staff to meet customers’ needs. This lowers companies’ staffing costs and means fewer resources are spent on serving customers.
Customer satisfaction: Self-service IVR increases customer satisfaction by helping customers quickly. The IVR system also makes it possible to respond to customers’ needs in a more personalized way.
Efficiency: Self-service IVR responds quickly to customers’ needs and reduces the load on customer service agents. This way, agents can work under less pressure and be more productive.
Better reporting: Self-service IVR can identify the questions customers ask most often and what they need. This helps companies report better and understand customer needs more clearly.
Higher security: Self-service IVR can ask for certain information to verify customers’ identities. This increases the security of customer information and keeps it out of the hands of malicious people.
Businesses can use self-service IVR in many different ways. By setting up self-service IVR systems to help their customers quickly, businesses can increase customer satisfaction. Services businesses can offer through self-service IVR systems include:
Bill payment: Self-service IVR lets customers pay their bills quickly.
Order tracking: Self-service IVR helps customers track their orders and check their status.
Appointment booking: Self-service IVR lets customers book and change appointments quickly.
Information requests: Self-service IVR helps customers request information about the company.
Technical support: Self-service IVR can be used to meet customers’ technical support needs. This way, customers’ issues can be resolved quickly.
Product returns: Self-service IVR helps customers return products quickly.
Placing orders: Self-service IVR lets customers place new orders.
Surveys: Self-service IVR makes it possible to run surveys with customers. This way, customer feedback can be collected and the company can gain valuable insights.
By using self-service IVR systems, businesses can serve their customers faster and better and increase customer satisfaction. Self-service IVR systems also lower businesses’ staffing costs and help them work more efficiently.