Using Inbound IVR to Improve the Customer Experience – 3 Advantages

Rich Turner

Rich Turner

Consumers don’t just hope for a positive experience – they expect it. While delivering one can be challenging, receivables management companies that ignore opportunities to deliver for consumers risk losing them altogether.

In today’s environment, leveraging all available technology systems is critical to improving the consumer experience. Inbound interactive voice response (IVR) systems offer a payment channel to better meet consumer needs and expectations. Today, many consumers don’t want the hassle of speaking with a customer service representative. They want to key in a phone number, press “1” to make a payment, and get on with their day. IVR is an automated phone system, available 24/7/365, that enables consumers to make payments without human interaction.

The benefits of Inbound IVR don’t stop there. Three other advantages include:

  1. Increased security – Instead of agents entering credit and debit cards manually, consumers can be transferred to the IVR to enter their card number using the phone keypad. Card numbers are never spoken aloud nor provided to the agent. Fraud is reduced and consumers gain greater peace of mind.
  2. Lower costs – For consumers who do not require human intervention, the Inbound IVR is able to process a payment at a much lower cost.
  3. Leveraged staff strengths – Inbound IVR enables agents to spend more time with consumers who need one-on-one attention.

Consumers expect Inbound IVR to enable them to check a balance, make a single or recurring payment, or establish a payment plan with a credit card, debit card, or ACH payment. Providing flexibility helps improve the overall consumer experience and increase satisfaction.

To see how a payment-focused Inbound IVR could benefit your organization, join us on August 18 or September 16 at 2 p.m. EDT for a demonstration of RevSpring’s Inbound IVR system. Click here to register or contact us at learnmore@revspringinc.com for more information.