Customer support is crucial for every business as clients have questions that need to be solved as soon as possible. The most common (and fastest) way to reach a company is through a phone call, and even small businesses can experience a struggle to handle a high volume of calls.

That’s when an Interactive Voice Response (IVR) comes into play. It is a system that interacts with incoming calls from customers via voice or dialing, or it can also be used internally for business employees. An IVR system provides customers with limited menu options, and if the category is not listed, the callers can choose to be transferred to an agent or leave a voicemail. By selecting various options, IVR transfers the calls to the chosen departments, saving a lot of time and improving the customer experience.

Interactive Voice Response or IVR systems can be generated digitally or pre-recorded by a person. It is designed to sort out inquiries, reduce the waiting time, and enhance the performance of employees as they know what problems or questions they are going to handle on the phone.

To interact with the IVR system, the caller can dial the numbers or simply respond by repeating one of the given options. A well-devised Interactive Voice Response system is a useful addition that can greatly affect the performance of the business and reduce costs.