23 Jan 2023

How Interactive Voice Response Can Improve Customer Service and Customer Experience

Jack Raistrick

Union Realtime

In any business, let alone self-storage; it is essential to stand out from the competition. One approach to achieve this is to be the best in a particular aspect of the business, such as having the lowest prices, having unrivaled industry knowledge, or providing amenities that competitors don't. But one USP which often gets overlooked is customer service. By offering five-star customer service, you can significantly differentiate yourself from the competition, giving customers a reason to choose your facility time and time again. One way to do this is using Interactive Voice Response (IVR). IVR is a technology that uses artificial intelligence to interact with customers through voice commands. IVR can answer questions, take reservations, or even direct the customer to the right person. IVR can be a valuable tool for self-storage facilities. In this blog post, we will discuss how it can be used to improve customer service and the overall customer experience.

What is IVR?

Over the decades, Interactive Voice Response (IVR) technology has transformed customer service interactions. What began as a basic cost-saving measure in the 1970s evolved into an advanced virtual assistant capable of recognizing spoken words and natural language by the 1980s. Today, IVR systems are used by businesses worldwide to efficiently streamline customer service operations while collecting vast amounts of data from surveys for market research - amplifying their reach without compromising quality or speed.

How can IVR improve customer service and the customer experience in self-storage?

The possibilities with IVR can be endless; you could use IVR for your self-storage business to provide basic account details such as balance inquiries, payment information, and account activity. Additionally, you could set up a virtual assistant to answer common customer questions regarding pricing, availability, promotions, and more. Customers would have the ability to access this information anytime without having to speak with a customer service representative or wait on hold for extended periods.

IVR can also be an effective marketing tool for your self-storage business. By offering customers personalized offers, promotional discounts, and other interactive features, you can keep customers engaged with your services while capitalizing on new business opportunities. Furthermore, IVR systems enable you to track customer interaction data to gain deeper insights into your customers' preferences and needs.

Overall, IVRs are powerful tools that allow self-storage businesses to provide better customer service experiences while improving operational efficiency. With advanced features like caller identification and automated speech recognition capabilities, IVRs help make customer interactions faster and easier without sacrificing quality or convenience.

What are the benefits of using IVR for a self-storage business?

There are various benefits to using IVR for your self-storage business. One of the most notable advantages is cost-effectiveness. IVR systems are affordable and can usually be integrated into existing phone systems with minimal effort. Furthermore, many IVR services offer subscription plans that allow you to pay according to usage, meaning you only pay for what you use. Not only can you integrate a new IVR system without breaking the bank, but you can also save money on wages as customer service reps will no longer be required to answer simple inquiries. Alternatively, you can reapply the existing customer service reps into another department of your business, so you can strengthen your team without expensing any more wages.

Additionally, IVRs can help improve customer satisfaction by providing customers with fast and convenient access to information. By making customer service more efficient, you can offer better service while saving your employees time and energy. This ensures that customers receive the assistance they need without any unnecessary delays. Also, by making information available to clients around-the-clock, customers won't have to wait until specific hours to acquire the required information.

IVR systems offer the ultimate benefit of eliminating any opportunity for human error. This allows the customers to trust that the information they receive will be 100% accurate, whether it is about facility opening hours or unit availability. With an IVR system, customers can get fast and reliable answers at their fingertips whenever they need them, generating greater satisfaction and loyalty. No need to waste time dialing a live representative or asking multiple questions; accurate information is always close at hand.

Finally, using IVR systems can help you measure customer sentiment by providing data regarding the customer's experience. By collecting customer feedback, you can better understand how to improve your services, which could lead to more efficient and effective customer service. This will help you to target your market better and create a more tailored experience for each customer.

Final Thoughts

To conclude, IVR is a powerful customer service and customer experience-enhancing tool that you should take advantage of for your self-storage business. Integrating IVR into your self-storage operations allows you to create seamless customer service experiences and reduce operating costs by automating tedious routine tasks. This leads to improved consumer satisfaction and ultimately increases your business's bottom-line revenue. Moreover, with the introduction of AI-powered IVR systems, you can provide on-demand assistance to your customers in the most efficient way possible. To get started, weigh your options and research different IVR software available on the market today. Take your self-storage needs into account and choose the right one based on budget, features, assignability, and security protocols so that your customers have a hassle-free storage solution at their fingertips.