If you offer this question to our clients, you’re likely to get a different answer every time.
That’s because every IVR solution we design is unique to each client. Is this as simple as say some “off-the-shelf” solution, no but you will know - that when finished - your final IVR solution will encompass everything you need and nothing you don’t.
A Patriot-designed IVR solution is whatever you need it to be. Need to route calls to multiple locations, we can do that. Want to capture caller information to build your customer database or fulfill orders – we’ve got you covered. Looking to decrease your live agent handle time – we’ll design an IVR to capture critical caller info and deliver it to your agents before they are even connected with the caller.
So, what is IVR? A Patriot IVR is a cost-effective solution designed to handle everyday customer interactions in the quickest and most efficient ways possible. What your IVR becomes is entirely up to you!
Patriot will work with you to carefully craft an IVR flow and call script to create the best possible experience for your customers, while aiming to meet your specific business goals.
Together, we will find the features that best fit your needs and develop your ideal solution. There are no rigid, preset applications– all Patriot solutions are custom built!
Call routing can be tricky, so let Patriot’s Intelligent Call Routing guide the way. Geographic, Time of Day/Day of Week, Round Robin and even Cell Phone – Patriot has a variety of options to support your call routing needs.
Texting can provide an even deeper experience for your customers. Provide additional support options, fulfill promotional items (i.e. coupons or special offers) or to create a fun experience. Use SMS to send simple text messages or jump up to MMS to send multimedia-related items such as Memes, GIFs and more.
The future of IVR depends on real-time data to create more personalized and predictive experiences. Use APIs to tap in to your existing customer database real-time to create highly unique and tailored customer experiences. Personalization will help build and maintain customer loyalty.
Customers are the lifeblood of any business, so listen to them. Add a short survey to the end of your calls to collect feedback. Use that data to build up your CRM or more importantly to improve the IVR scripting or call handling.
Live agent support can be costly but a well-designed IVR can help bring down your average handle times (AHT). Automated self-help options within an IVR may resolve many issues without the need for live support but when additional help is needed, use the info that’s already been collected. Call data can be provided to your call center team for agent screen pops, which means agents ask less questions and callers do not repeat themselves.
Process credit card payments 24 hours a day/365 days a year in a safe and secure IVR solution. Enhance the process by tying in Real-Time Data integrations to access and update customer account information on-the-fly. Wrap everything up with a payment receipt delivered via text once the transaction has been completed.
Capture key caller info (i.e. name, address, email, etc.) or general feedback and have that info transcribed into actionable report data. Call data can be provided in multiple formats to seamlessly integrate into an existing CRM system or to fulfill orders or other requests.
Call Recording provides valuable insight into how sales calls are being handled and provides businesses with the ability to train reps to be more successful on future calls. Recordings can also be used to ensure that reps provide a high-quality, consistent experience every time.
Recording program messages can be stressful and honestly, no one likes the way their recorded voice sounds. Patriot has a team of professional voice talents that sound fantastic and will nail your messages every time. To create a more cohesive, branded experience, we could even use your company’s existing spokesperson to provide continuity with your advertising.