What is an IVR?

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When it comes to customer service, many organizations are turning to interactive voice response technology (IVR) for help. IVR is an interface that allows customers to interact with a company via telephone by using the keys on their keypad. It doesn’t require a live person and can be more cost-effective than employing people. With IVR, customers can do everything from accessing their account information, making reservations, changing their address, and placing orders. The possibilities are endless! If you want to learn about IVR and how you can use it in your business, keep reading!

What Is An IVR

What Is An IVR?

IVR stands for Interactive Voice Response, which is a service offered by many phone companies. This technology allows the company to have an automated phone system that deals with customer queries and sometimes even sales.

Why Use It In Your Business?

If you’re looking for a way to cut down on costs and also provide excellent service to your customers, IVR might be the answer. With IVR, there’s no need for customer service representatives or wait times because customers can complete their transactions themselves. The only time a representative may need to get involved is if the customer needs help with something that the IVR system can’t do.

Additionally, it is another way for your business to interact with its customers on a personal level without having a physical presence. This can help build rapport with customers who may not live close by or visit your establishment often. You’ll be able to provide excellent customer service and offer convenience for your customers with this technology.

It has many benefits including:


One of the major benefits of using interactive voice response technology is that it saves money in terms of staffing costs. It doesn’t require a live person and handling calls will become much easier when you don’t have to worry about hiring additional people when call volumes increase, which they inevitably will as your company grows.


With this, you won’t have to worry about hiring someone with exceptional phone skills or being available around the clock because it’s interactive voice response technology! The interface allows customers to interact with your company via telephone by using the keys on their keypad so they’ll never feel like they’re talking to an automated system or hold times are too long.

When To Use IVR?

It is great for customer service because it allows companies to offer a more personalized experience. With IVR, customers are often greeted by a company representative who will ask them to identify themselves. Customers can then get help with their account information, make reservations, change their address, and place orders.

Not all industries are right for IVR technology though. Organizations that need instant response or help with delicate situations may not be the best fit for IVR.

Organizations that could benefit from it include:


Airlines can use this to answer questions about flight times and other flight-related issues without the need for an in-person agent


Ecommerce businesses can use IVR to provide answers to frequently asked questions about products and services

How to Use This In Your Business?

It has the potential to streamline your customer service and improve customer experience. But, there are a few things you should keep in mind before jumping into an IVR system. Consider what options you want to provide for your customers. You may be best served by providing options for them to browse through, like if they want to check their account information. If you want customers to have more specific control over their accounts, then you may want IVR to do that for them. You also need to consider how many people are needed on staff when it comes time for IVR calls. Once you’ve weighed these considerations, then it’s time to start using IVR technology!


IVR is a powerful tool to use in your business that can help you communicate with your customers and provide them with the information they need. It can also be used to deliver important messages to your customers at the right time. If you are looking for a way to improve your customer service and have the ability to communicate with your customers affordably, then IVR is a good option for you.

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