Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction. It all comes down to creating action-oriented outbound IVR scripts that are customized based on the customer’s profile.
What is Outbound IVR?
Outbound IVR is a customer service solution that can be used to communicate tailored messaging to a large number of customers at once. With an outbound IVR system, companies can engage customers not just through a phone call, but also via SMS, email or social media.
Outbound campaigns have three key functions. They can be used to manage inbound call volume by proactively providing important information, like payment reminders and order updates. This eliminates the customer’s need to call you. They can also be used to prompt revenue-generating inbound calls by sharing promotions and following up on a customer’s actions on other channels, like your website. Finally, you can use outbound IVR to gather customer feedback, which is an important activity if you want to continuously improve your operations.
Outbound IVR differs from predictive dialers in that it’s fully automated–there’s no live agent waiting on the other end of the line to take over the call. It’s different from robocalling in that rather than delivering a blanket message to all customers, the message is personalized to the end user.
To get the most from your outbound IVR solution, here are four key pillars to incorporate into your outbound IVR scripts.
The main feature that sets outbound IVR apart from mass robocalling is the ability to personalize the message. Consumers demand personalization more than ever, with 72% of respondents in a recent survey saying they only engage with marketing messages that are tailored to them.
By leveraging data from your CRM systems, you can customize your outbound IVR scripts based on the customer’s purchase history, billing schedule, past ticketing activity, and more. Furthermore, you can leverage known data to communicate with them primarily on their preferred channel, which makes them more likely to engage and increases trust in your brand.
Outbound IVR scripts shouldn’t be a one-way conversation. Though outbound IVR calls don’t involve a live agent, your script should provide the option for call recipients to take the next step, which may include getting connected with an agent, where relevant.
For example, if you’re running a promotion, you might use your outbound IVR system to follow up with leads who expressed their interest via an online form. That script should include a call to action to claim the promotion, enroll in the new service, get connected to an agent, or whatever the appropriate next step might be.
Identity verification is a crucial component of security, but using live agents to verify every caller’s personal details is costly. What’s more, customers hate repeating information you’ve already asked them for.
Instead of making the customer take unnecessary steps when interacting with an outbound IVR script, use your CRM integration to confirm key personal details. Let’s say a customer is using your automated phone message to complete a bill payment. You might prompt them to enter their social security number and zip code. These details, when matched with the customer’s phone number, are an effective ID verification mechanism.
Outbound IVR offers huge value in its ability to allow your customers to self-serve. Most customers prefer self-service options… until they run into a problem.
Use your IVR scripts to combine the convenience of self-service with adequate channels for receiving additional support when needed. The option to schedule a call back from a live agent, for example, can help control call volume while maintaining a positive customer experience.
Route Calls More Effectively With IVR from LiveVox Inbound & Outbound IVR
Contact centers are under ever-increasing pressure to do more with less. Meanwhile, customer expectations are higher than ever. LiveVox’s IVR solutions for contact centers empower customers to shift seamlessly from self-service to live conversation, helping you save on costs while keeping customer satisfaction high. To learn how to use LiveVox’s IVR applications to drive personalized experiences and increase sales, schedule your demo today.