Interactive voice response (IVR) – is telephone system component that enables ability to listen to the message and then choose various options from menu. This system says you – “Hello, you reached BLABLA company. If you would like to speak with our sales press 1 and if you are experiencing technical problems press 2.”.
What is your first response, when you hear this? Is it positive or negative?
This kind of call routing mechanics are must, when you have huge team of professionals answering calls, but nowadays more and more small companies uses this feature, because cloud computing enabled this function to be low cost and available for everyone.
On the other hand, if you want to provide really good customer service, our suggestion would be to start using such system, when you cannot live without it. A lot of people starts to use it, because that delivers big company experience to calling customer, but forgets what the small companies are loved for – for personal customer service and honest solutions. Don’t forget that.