Not using Salesforce IVR in your Business Yet? Check This

We cannot deny the fact that Salesforce automation has drastically transformed how we handle our businesses and manage daily operations. Automation is embraced in businesses for good reasons. Not only does it help to cut back on time investment, but it saves manual effort, leaving more time for employees to invest in other strategic tasks. 

This is why businesses leave no stone unturned when it comes to automation, whether it is about texting or calling in business operations. 

And IVR integration is one of the powerful moves to automate call interactions. People usually opt for Salesforce telephony integration to improve their call operations and Salesforce IVR capability helps users in several ways to transform their call operations. 

More importantly, if you have chosen an advanced app to get advanced telephony capabilities in Salesforce, you can also be more advanced with IVR capabilities. This is what you can always expect from 360 SMS, which offers you CTI capabilities along with texting. 

Today in this blog, we will discuss what exactly Salesforce IVR integration is and what’s different with IVR integration with the help of 360 SMS. We will also explore how IVR can revamp your call interactions.

What is Salesforce IVR Integration?

IVR integration involves incorporating interactive voice response (IVR) capabilities into Salesforce systems. IVR enables customers to interact with automated systems using voice commands and prompts. This integration streamlines customer interactions by automating processes such as call routing and information retrieval. 

By integrating IVR into Salesforce, businesses can enhance customer service efficiency, reduce wait times, and provide self-service options. This facilitates smoother communication between customers and businesses, leading to improved satisfaction levels and operational effectiveness. IVR integration empowers organizations to deliver a more seamless and responsive customer experience within their Salesforce environment.

What’s Different with the Integration of Salesforce IVR through 360 SMS

IVR Set Up in Male and Female Voices:

With 360 SMS for Salesforce telephony integration, setting up IVR is made simple and versatile. The application offers the option to configure IVR prompts in both male and female voices, allowing businesses to choose the voice type based on their branding or audience preferences. This feature adds a personalized touch to automated interactions, enhancing the overall customer experience and engagement.

Auto Readers to Configure Salesforce IVR Easily:

360 SMS provides auto readers that facilitate the effortless configuration of IVR messages. These auto readers convert text into speech, allowing users to add messages for the IVR responder to communicate with callers. The text-to-speech capability eliminates the need for prerecorded audio files, enabling users to create and modify IVR prompts quickly without technical expertise. This flexibility ensures businesses can adapt their IVR system to changing requirements and maintain customer communication channels effectively.

Now that you understand how easy it is to configure interactive voice response with the help of 360 SMS, you would surely love to explore the different privileges that IVR brings to you.

Why should you care for Salesforce IVR?

Self-Service Solution:

IVR (Interactive Voice Response) allows users to take control of their queries by providing options and voice instructions. Instead of waiting for assistance, users can navigate through the menu and select the relevant options to find solutions quickly and independently. This empowers users to resolve their issues faster, leading to a more efficient and satisfying experience. With IVR, users can access the information they need without the need for human intervention, making the process smoother and more streamlined for both the users and the business.

According to Aberdeen Group, self-service features like chatbots, IVR, etc., are already used by around 85% of contact centers.

No Dependency on Agents:

By providing self-service options, IVR reduces the need for human agents, which means callers don’t have to wait on hold or keep trying to connect. This not only makes customers happier but also helps agents focus on important tasks without interruptions. With IVR, customers can quickly find the information they need without waiting for a human agent to assist them, leading to smoother interactions and improved efficiency for both customers and agents.

Call Volume Reduction:

IVR efficiently handles a significant portion of incoming queries, relieving the agents’ workload. As callers utilize self-service options provided by IVR, the volume of incoming calls decreases, allowing agents to focus on more complex issues and deliver better service to those needing direct assistance. This reduction in call volume improves agent productivity and enhances overall operational efficiency. With fewer calls requiring agent intervention, resources can be allocated more effectively, leading to shorter wait times, reduced call abandonment rates, and higher customer satisfaction levels.

Additionally, IVR analytics can provide valuable insights into call patterns and customer behavior, enabling businesses to optimize IVR menus and further streamline the call-routing process for maximum efficiency.

24/7 Accessibility:

IVR ensures uninterrupted support by granting access to information and assistance 24/7. Callers can interact with the Salesforce IVR system anytime, even if human agents are unavailable. This allows businesses to provide consistent support and resolve customer queries beyond typical business hours. IVR enhances customer satisfaction and fosters loyalty by offering continuous assistance, ensuring that customers feel supported whenever they reach out for help.

Conclusion

Salesforce IVR integration makes it easier for users to automate call interactions, saving time and effort and making it a productive move for businesses. 360 SMS for CTI integration offers the most convenient and easiest way to configure IVR in male and female voices as required. By configuring IVR, users can make their support and service agents’ lives much more straightforward and allow them to be more productive while managing call operations. 

So connect with us now at care@360smsapp.com or click here to contact us and equip your calling agents with the best self-help tool to boost their efficiency.