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How an IVR Solution Can Help Businesses Combat The COVID-19 Crisis

How IVR Solution Helps Businesses To Combat The COVID-19 Crisis
MyOperator / Blog / How an IVR Solution Can Help Businesses Combat The COVID-19 Crisis

Responsible business organizations are taking all possible measures to ensure the continuity of operations, despite the global Coronavirus pandemic threat. The advent of technology has surely made life easier – remote work is no longer a dream, and most companies have already taken steps to facilitate work-from-home.

COVID-19 has led to dramatic changes in the way we work. In most countries across the world, going to the physical workplace is not an option anymore. Hence, they have to put in place the entire required infrastructure to make sure that workers can perform tasks efficiently from their home, in a safe environment.

Nothing better than a cloud-based IVR phone system for that. It is the perfect tool to keep in touch with clients so that you can continue to provide them with support whenever required.

Over the last couple of decades, IVR solutions have made it possible for organizations to encourage seamless communication between all clients, stakeholders, and team members of corporate organizations. It does not hamper business operations – the quality of work remains just the same, it’s just that employees work from their home, instead of the office environment.

How Do IVR Solutions Facilitate Remote Working?

All over the world, companies have moved towards a work-from-home model to combat the COVID-19 situation. While this may seem easy, the grim reality is that business firms face a lot of difficulties as there are many unexpected obstacles.

One of the biggest challenges in remote working is to ensure that all members of the team remain connected through the day, and are able to seamlessly exchange data, images, files and other critical client information. In the current situation, the spread of COVID-19 has led to a dramatic increase in the call rates of certain industries such as healthcare, telemedicine, B2B SaaS products and insurance. Interactive voice response systems are the perfect tool to handle customer or patient calls, as they are automated solutions that directly route calls to available call agents.

There are many credible service providers in the market such as MyOperator that can provide you with customized IVR solutions. Here are some great benefits of an IVR system that can help your business to sustain the pandemic:

Professional Voice Greeting:

Despite working-from-home, companies need to make sure that their precious customers have a pleasant calling experience. Nothing holds truer than the famous saying – ‘First impression is the last’. IVR solutions by MyOperator enable companies to play a pre-recorded greeting message for their customers. Not only does this give your organization a professional image, but also it helps in forging a strong positive connection with your clients.

 IVR systems can be programmed to play messages to request the client to wait patiently, in case of a long queue for service – this shows that the organization values customer time, and is aiming to provide speedy service! 

Empower Call Agents To Perform Effectively:

It is vital for organizations to perform at high-efficiency levels, or their clients will move to rival organizations. There can be no compromise on quality, time or service.

 It is important for companies to improve the efficiency of their call agents, while they continue to serve customers during the COVID-19 crisis. One aspect that hampers the lack of productivity at home is a lack of customer data. Most cloud-based IVR systems are able to store all vital client data effectively. Having a range of client information such as past purchase history, previous call details, and demographics enables service staff members to assist customers better and resolve all their issues in a speedy manner.

Reduce Call Center Expenditure:

Call centers are a massive expenditure for organizations that can lead to a serious dent in the budget. Investing in an interactive voice response system reduces call costs to a large extent as it reduces the dependency on manual staff members. 

MyOperator can customize IVR systems for your organization that have the ability to handle routine client queries through internal knowledge databases, and can easily refer clients to the required department or call agent. When simple queries are handled through automated IVR solutions, customers will have to spend less time on a call with live agents. IVR systems also lead to lesser staff training as some of the basic issues will be handled without human intervention. Indeed, its a must-have tool to tide through the Coronavirus situation.

Provide A Richer Customer Experience:

The modern customer is digital-savvy and demands a rich customer experience. In fact, 86% of buyers are willing to pay extra for better customer experience.

IVR systems enable your organization to route clients to available agents. This means that they do not have to wait in long queues, and can utilize self-service menus for faster support provision. It supports text-to-speech conversion technology, and visual IVR solutions even allow clients to tap their choices in an interactive visual menu. Companies need to empower their customer base through an interactive voice response platform to ensure that they have an engaging and smooth experience, without any delay, disruption, or hassles.

24*7 on-call Support:

The COVID-19 crisis means that companies need to provide extra support to valued customers by going beyond office hours. While your human call agents may be working from home and not available at all times, an interactive voice response system will be available to answer client queries 24*7, at any time of their convenience.

Most IVR solutions from reputed service providers such as MyOperator have various advanced features that enable users to set up automated chatbots to tackle basic customer problems. This is really beneficial as customers form a positive brand image for your organization, as they value the support that they receive, even after office hours.

Generate Call Records:

The Coronavirus situation means that organizations have to continuously revamp their long-term strategic goals, and discover innovative ways of serving customers. Cloud-based virtual phone systems come power-packed with an array of impressive features that allow managers to track calls in real-time.

Getting a virtual phone system will give access to an automated IVR solution that will empower employees to keep an electronic record of all customer complaints and queries. Calls can also be recorded so as to analyze them and enhance staff member performance.

Better First Call Resolution:

Your company needs to value time, and cannot keep diverting clients to different call agents. With interactive voice response systems, there is a higher chance of first call resolution. The simple queries can be handled through self-service and internal knowledge databases of frequently asked questions. More complex client issues are diverted to the required technicians and call agents for a quick resolution. Most interactive voice response systems are designed to facilitate speedy service by streamlining the flow of customer issues, and routing calls to the best person for immediate assistance.

The rapid spread of COVID-19 has led to various measures such as remote work, social distancing and isolated workplaces. This has made it super important for organizations to put in place a mechanism for self-service, which is possible through IVR systems. 


Key takeaway:

The current time requires an aggressive approach by firms to thrive over the chaos, and maximize business revenues. Companies need to leverage the power of advanced technologies such as touch-tone and speech recognition to provide an engaging experience for their customers. The best part about IVR solutions is that they route clients to the most qualified agent – this ensures that the problem is resolved at the earliest, and customers require support from the best possible technician or call agent.

While it’s extremely easy to suggest getting an IVR system, many organizations find it challenging to choose the right cloud-based phone platform. After all, there are tons of variants in the market, and that often makes it impossible to finalize the perfect tool.

The first step is to assess your business capacity, call volume, and customer service requirements. Make sure to research all the cloud-based phone system service providers in the market, and invest in a reliable vendor such as MyOperator. 

MyOperator IVR system for your business remote working

The best aspect of getting an IVR system from MyOperator is that it will be customized to suit your business requirements. Your organization will also gain access to number business communication features that will facilitate remote work, enhance team engagement, and enable employees to share information seamlessly.

Since MyOperator provides scalable solutions, you can easily purchase extra phone lines at any later stage, depending on business expansion and diversification.

The Coronavirus scenario is likely to take a considerable amount of time to resolve; hence it is imperative for companies to change the way they work. Cloud-based phone systems that are powered by IVR platforms are a must-have tool – they can boost all major bottom-line results, and give your business an instant competitive edge!

Get IVR solution to boost your business customer support and sales

Make it easy for your customers to find solutions to their queries right on their phones. Set up an IVR system for your business today. It only takes less than 3-minutes!


Frequently Asked Questions

IVR customer experience refers to the interaction customers have with an Interactive Voice Response system, a technology that allows automated communication with callers. It’s crucial as it shapes the first impression customers have of your business and can greatly impact customer satisfaction.

To enhance your IVR customer experience, focus on creating clear and concise voice prompts, organising menu options logically, and providing self-service solutions for common inquiries. Regularly update your IVR system to reflect current offerings and address customer needs.

You can boost your IVR system’s performance by integrating Natural Language Processing (NLP) capabilities to understand and respond to more complex customer requests. Additionally, offering personalised options based on customer history and preferences can make the IVR experience more engaging

An improved IVR system can enhance sales by providing callers with quick access to product information, special offers, and promotions. Implementing a Visual IVR, which offers visual menus and options on smartphones, can make the sales process even more engaging and streamlined.

Make sure your IVR system is user-friendly by using simple and jargon-free language in your prompts, limiting the number of menu options, and providing an option to speak to a live agent at any point. User testing and gathering feedback can help refine the system’s usability.

A Visual IVR enhances the IVR experience by displaying visual menus and icons on a caller’s smartphone. This enables callers to navigate options more easily and even select choices by tapping on the screen, making the process faster and more intuitive.

Avoid common pitfalls by not overwhelming callers with excessive menu layers, keeping menu options relevant and up-to-date, and ensuring that callers can always exit the IVR and connect with a live agent if needed. Complex language and unclear prompts should also be avoided.

An enhanced IVR system contributes to customer satisfaction by reducing wait times, providing quicker access to information, and allowing customers to resolve simple inquiries without agent assistance. This convenience and efficiency can leave customers with a more positive perception of your business.

Certainly! You can improve sales using Visual IVR by incorporating clickable product catalogues, visual product demonstrations, and easy-to-follow purchasing options. Providing a seamless transition from visual menus to the purchasing process can encourage customers to make a purchase.

Regular updates are essential to keep your IVR system relevant and aligned with customer expectations. Aim to review and refresh your IVR prompts, options, and self-service capabilities at least every six months, or more frequently if your offerings change often.

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MyOperator Team

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