IVR is a system that reacts to voice when you call customer care of a company many times, there is a voice from the system that when you press 1 for Hindi, the system detects that the customer Has pressed a This means the customer wants to talk in Hindi.
After that the main menu is one press for recharge, 2 press for internet, 3 press for caller tune then when you press 1 you are told the further process of a recharge then this whole process is called IVRS.
How does IVR work?
IVRS works in two ways: one recognizing DTMF (Dual Tone Multiple Frequency) and the other with Human Voice. To say that IVR works in both these ways, but today DTMF is the most used in IVR.
Human voice
In this, the system asks you to answer yes or no for any work as you have seen in banking or in any e-commerce, when you make a transaction or order, you are asked for confirmation of yes and no, if you say yes then that The transaction completes the order and if you say no, the system cancels your transaction or order.
DTMF (Dual Tone Multiple Frequency)
DTMF works on multiple sound frequencies. If you notice, when you press 1 on your dial pad a sound comes out, then when you press 2, the sound comes out in a different frequency. Similarly, every key from 1 to 10 There is a different sound frequency from which the DTMF software can detect that you have pressed which button.
The DTMF software already has some commands given above these buttons, such as if the customer presses 1 then he can recharge his phone, if the customer presses 2 then he can check the balance of his phone.
Otherwise, you yourself think that you have pressed 1 button or 4 you know that the system is watching a little bit, which button you have pressed, then how will it be known that you have pressed which button, then this DTMF is from the same different sound frequency. The system detects which button you have pressed.
Why is IVRS used?
To make the company professional
Today all the big companies in the market use IVR, so the new company in the market also uses IVR so that it can lure customers.
To handle a large database of customers
Millions of people are associated with a growing company and they have some problems every day because it is very natural to have an error in anything technical.
In such a situation, the company uses IVR, as Jio has millions of customers all over India and you know that Jio’s Internet is having some problem, in such a situation, it is impossible for Jio to handle so many people. Cannot have this much stuff.
In such a situation, Jio uses IVRS so that it can fix many people without any trouble with the teleoperator only if there is a big problem then only a human phone is received.
To provide good customer support to customers at a low cost
With IVRS, any company can provide very good customer support to its customers at a very low cost. And this also benefits the customer like in the banking line, if you have to check your account balance, then you do not need to ask any operator.
If you call customer care then you will be asked there. Press 1 for the balance inquiry, after that you can check the balance of your account by pressing the 1 button and entering your account number.
Where is IVRS Used?
Banking
IVRS is used in banking for checking balance, debit card or credit card information or for loans etc.
E-commerce
Ecommerce company also uses IVRS for order information, for returns or for any complaints etc. Today all ecommerce companies like Amazon, Flipkart, Paytm, Myntra IVRS are used.
Online Service
IVRS is used in online service only, when you take online service like web hosting, then here you also get IVRS support like godaddy etc.
Cable operator
Earlier IVR system was not used in this area but now here also you get support of IVR like tata sky, dish tv etc.
Tele communication
IVRS is the most used in tele communication today, all telecommunication companies like Telecoms Supermarket India, Jio, Airtel, Vodafone, BSNL, Idea, use all IVRS.
It is not that IVRS is used only on this day, in today’s time all the small big companies are using IVR.
How to use IVRS in your business?
Friends, if you also have a company and if you also want IVR system to give better support to your customer, then you can also use IVR service very easily.
If you search IVR hosting on the Internet, you will find many such companies or internet service provider that give you IVRS service for very little money like Telecoms Supermarket India
Apart from this, you can also install your own IVR system but I would not advise you to do so. If you have a very large company, then only you install your own IVR system. Because installing an IVR system is quite expensive. If your budget is high or your company is big then only you can apply it. Otherwise you can take IVR hosting on the Internet.
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