IVR
Interactive Voice Response, or auto attendant, is a primary way to direct your customers to self-service or to assist in delivering the call to the correct marketing associate. Customers listen to a greeting and are given a menu of options that can assist them.
Informational Messages
An IVR can drive customers to your Web site and provide routine company information without the need for live assistance. Hours of operation, shipping instructions, addresses, directions, return policies, and new product information are all examples of the type of automated information that can be provided via IVR.
Transactions
Customers can complete transactions over the phone, place orders, request promotional items, receive tracking numbers, check bank and credit card balances, review account activity and even make payments.
Escalate to Live Assistance
If desired at any point while in the IVR, a customer can have the option of transferring to live assistance to gain more information, trouble-shoot or complete transactions and will be placed in queue for the next available marketing associate during the program’s designated hours for customer service.
Inbound Surveys
Customers can choose to take surveys on their call experience, products or services with the option of taking a survey after the call is completed.
Outbound Surveys
Using your customer database, automated surveys can be sent via phone. Triggered by auto-detection of a ”live” voice, customers can opt to take surveys on your products or services. The IVR records the responses and tabulates them upon completion.
Client Testimonial
ITM was a joy to work with. Great communication which I value, instant reporting with the online access. They helped me achieve my target goals when I was struggling with deadlines.