People often assume that Interactive Voice Response (IVR) can only be used by large corporations for customer support. This is however not true. In an era where mobile telephony rules, it is not unusual for businesses to creatively use IVR to interact with their customers, employees, and partners in order to boost business growth and smoothen business operations.

At HollaTags, our Voice API Technology allows developers create faultless call logic for any application, software, browser, or existing system and also attune it to their special needs. We also take away the stress of dealing with service carriers by dealing with them directly on your behalf.

Andrew Allison manages a chain of restaurants that is growing fast. He realizes the power of mobile and he is looking for creative and innovative ways to grow the restaurant business by leveraging mobile. He has contacted HollaTags and presented us with his ideas that involve Interactive Voice Response. It includes having an auto attendant that takes orders, routing calls etc.

The use cases are almost limitless, but here are some of the things we can achieve with Interactive Voice Response for Andrew.

• Auto Attendant– We can set up an auto attendant for Andrew’s restaurant. A short, easy to remember number will be allocated. People can call in and be attended to by a robust automated system. They place their orders without talking to a live attendant, cancel orders, pay their bills and do many other things.
• Call routing– Every big organization that has a large customer base have to deal with tons of phone calls from customers who want their requests handled instantly. Often, these customers ignore extensions that are designated for particular departments, instances or locations thus creating problems for the telephone handlers. For example, in Andrew’s restaurant chain, a lot of customers who want food delivered to their office call the same number as those who want to make reservations at the restaurant. This makes it tedious to sort through these calls and redirect them manually to the correct department. We can create a call routing system that presents callers a menu and submenus to choose from, thus narrowing their request to the exact department before they have to talk to a live attendant. In some instances they may not need to talk to a live attendant with their answers prerecorded on the system already. A customer may call in and want to know how much a particular item on the menu costs or what is being served at a particular time. These answers can be prerecorded on the system.

• Order Management- We can create a system that allows customers to place and manage orders by calling and such requests are taken by the auto attendant. For example, the customer calls a number and they get a welcome message, followed by a question asking whether they want to order food to be delivered or make a reservation. The customer can then go ahead to pick from a list of available meals, indicate their location and select their payment option, all the while still talking to a machine.

Customers can also call in to cancel reservations or track the status of their orders.

Interactive Voice Response is key to improving customer experience and growing most businesses. Revenue can be increased while cutting costs because of the automation.

Are you ready to launch an IVR system for your business or remodel the one you have into something more efficient? Talk to HollaTags.