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5 Ways That IVR Can Be Used to Improve Customer Service

In the customer service field, interactive voice response (IVR) systems are often used to streamline the process for customers who need to reach a company representative. But what many don't realize is that IVR can also be used to improve the customer service experience.

They can alleviate some of the common pain points that customers experience when trying to reach a customer service representative. Especially when used in combination with other customer service technologies, IVR can be a powerful way to improve the customer service experience.

What Is an IVR?

IVR (Interactive Voice Response) is an automated system that interacts with callers, typically through the use of pre-recorded or computer-generated audio, to gather information and route calls to the appropriate recipient. When you place a call to a company and hear a recorded voice asking you to "press 1 for sales" or "press 2 for support," that's an IVR system in action.

Many consumers are not particularly fond of dealing with IVR systems. They are often viewed as a necessary evil - something that must be endured in order to reach a human customer service representative.

While they are often maligned, IVR systems can actually be quite helpful. When used properly, IVR systems can save customers time and effort, and they can help to improve the overall customer service experience.

Here are five ways that IVR can be used to improve customer service.

1. Auto Attendant

One way that IVR can be used to improve customer service is by routing calls more efficiently. For example, if a customer calls a company and needs to speak to customer service, the IVR system can route the call directly to the correct department without the need for the caller to navigate through a series of menu options. This can save the caller a significant amount of time and frustration.

2. Capture Dropped Calls

Don't let dropped calls be a missed opportunity for customer service. IVR systems can be used to capture dropped calls and route them to the appropriate department or individual. This way, even if a caller gets disconnected, their call can still be routed to the right person, and they can receive the assistance they need.

3. Call Validation

IVR systems can also be used to validate calls. For example, if you receive a call from an unknown number, you can use an IVR system to ask the caller a series of questions in order to verify their identity. Once the caller is validated, the call can then be redirected to the appropriate department or individual.

4. Configure Call Flows

IVR systems can be used to configure call flows, which can help to improve the efficiency of inbound and outbound call handling. By adding an IVR layer to your call center, you can more easily configure call flows, and you can have greater control over how calls are routed and handled.

5. Call Queuing

IVR systems can be used to improve the customer experience by providing callers with queuing options. For example, if you are experiencing high call volumes, you can use an IVR system to queue calls and play pre-recorded music or messages for callers on hold. This way, callers will know that their call is being processed, and they will not have to wait on hold for an extended period of time.


IVR systems can be used in a variety of ways to improve customer service. From routing calls more efficiently to providing callers with queuing options, IVR systems can help to make the customer service experience better than ever. So, if you're looking for ways to ease workflows and provide excellent customer service, consider implementing an IVR system in your business.



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