IVR for Customer Support in E-Commerce

To improve the quality of the customer experience, all organisations, regardless of size, are now incorporating the digital revolution into their growth strategy. Implementing an interactive voice response (IVR) system can increase productivity and quickly guide consumers to the appropriate team members if your live agents receive high call volumes every day.

IVR services can be a beneficial resource for businesses of all sizes at different points in the customer lifecycle. Companies are implementing IVR systems as part of their wider personalisation and engagement strategy to increase customer trust, sales, service, and branding. With the right IVR system, your business can handle calls more efficiently and improve the caller experience.

Now, the question remains, "How to use IVR to its best potential for your e-commerce business?"

First, let us understand,

What is IVR in e-commerce?

Interactive Voice Response is an automated telephone system that engages callers, helps in collecting data, and route calls to appropriate departments/agents. For detailed information on IVR services, you can check our article, "What is an IVR number?".

How can IVR be used for customer support in e-commerce?

Order verification‍

Order verification calls through automated routing can reduce the number of orders dispatched to incorrect addresses or that go unpaid.

Resolving issues quickly

Routing calls from live agents through priority or robin routing can assist in resolving client issues before they result in a return.

Fraud detection: 

Verification with live agents and call recordings can help in identifying fraudulent orders and lower cancelled orders or defrauding behaviour.

Delivery Updates

IVR can be used to provide delivery updates, ensuring that consumers receive their products on schedule and in acceptable condition.

Reminders for cart abandonment

Reminders through calls or SMSs can be sent through IVR to customers who have abandoned their carts. These can remind them about their shopping carts and motivate them to finish their transaction. 

Call Routing:

Depending on the needs of the consumer, IVR systems can route calls to the right department or representative. Organised departments like "Sales," "Returns," or "Technical Support" cut down on wait times giving better customer experience.

Caller back tunes / Pre Recorded messages: IVR systems such as Alohaa, offers options to increase your brand image with caller back tunes that play jingles/taglines. These caller tunes can also be replaced with pre-recorded messages/FAQs/Updates to lower call volumes and rapidly find answers to common questions without having to wait for a live representative.

Sticky Agents:  When an IVR call is disconnected while talking with an agent, Alohaa provides the "Sticky Agent" feature that connects the caller with the same agent the next time he calls within 5 minutes saving more time continuing the process.

Benefits of IVR services for customer support in e-commerce 

Boosts Customer Experience 

IVR can help to improve customer experience by giving customers a more practical and effective approach to accessing the knowledge and assistance they require. This can increase customer happiness and lessen the chance that they would post a bad review or quit shopping online.

Cost-cutting

IVR can reduce costs by automating tasks, this allows agents to concentrate on complicated problems while also lowering the amount of abandoned carts.

Boost Sales

With personalised and hassle-free experiences to connect with live agents and SMSs for sale updates, coupons etc, IVR can encourage customers for more purchases and accelerate buying decisions.

Enhance Brand Reputation

By giving customers a satisfying and positive experience, IVR can help enhance brand reputation and also increase customer loyalty and draw new customers through recommendations/reviews. 

How to Use IVR for Customer Support in E-Commerce?

Establish your objectives

The goals you intend to accomplish with your IVR system should be clearly stated. Reduced phone wait times, self-service alternatives, or call routing to the right department are a few examples.

Analyse Queries 

Analyse the most prevalent queries that clients make to your e-commerce customer service in order to identify common customer questions. This will assist you in creating an IVR system that caters to those particular requirements.

Call Structure

Create a logical call flow structure to lead clients through the IVR options based on the frequently asked questions that you found. 

Apply natural language processing (NLP) 

Use NLP to your IVR scripts or prerecorded messages to enable customers to communicate with you in natural language. Customers will be able to speak naturally and get pertinent answers, which will improve the user experience.

Personalise the IVR experience 

Use client information from your notes section provided on Alohaa's IVR dashboard and take a quick glimpse or jot down important information regarding the client. You can also listen to call recordings or get basic information about your customer on the dashboard. For instance, if a customer has an existing order, provide them the option to see order data by confirming their account credentials or order number from the options provided.

Use automated call routing

Use IVR to automatically route calls to the correct department or agent based on the customer's inquiry. For instance, direct the call to the billing department if a customer is having a problem with their billing. This makes sure that clients are connected to the appropriate individual who can help them.

Give customers the option to speak with a live agent

Make sure that at any time during the IVR contact, this option is simple to reach and customers get the chance to resolve queries with the agent directly.

Check and evaluate your performance

Improve your customer experience with opportunities and enhance the IVR experience by collecting information on call volumes, call durations, and customer feedback with call recording, regular surveys etc.

How to set up and configure your IVR system?

You may receive an IVR system for your e-commerce business from Alohaa in less than 24 hours by following the procedures mentioned below:

• Fill the form to speak with a member of our team, who will get back to you right away.
• Let us know what you think of the company's IVR and any modifications you would like to see, such as call recording, outbound dialling, call queue features, etc.
• The last and most crucial step is to provide the necessary information to complete your KYC, and after you've done so, your company's IVR can be set up in less than a working day.

IVR systems can be implemented by every e-commerce company to increase productivity and lower costs. Installing an IVR system will help your ecommerce business get closer to its objectives. The best part is that you can check out all our features with a free demo today! 

Hurry, book your slot for a free demo now!