If you’ve ever had the need to contact a business, you’ve experienced Interactive Voice Response (IVR). The “press 1 for English, press 2 for Spanish, or press 3 for customer service,” are the IVR prompts that you have been hearing for decades. The objective of these systems is to enable faster, more efficient communication.

A prime example of IVR is the XPS Solutions 24/7 Pay by Phone system. Whether your staff is busy or the office is closed, tenants can make payments 24 hours a day. The system is almost effortless; customers never have to worry about calling during business hours or being placed on hold.

Tenants can make payments at their convenience. It’s more likely that payments will be made on time, eliminating costly late fees and improving your financial health.

What is IVR?

An IVR system employs pre-recorded voice prompts. Tenants are guided through a menu of options, enabling them to make payments, access information, or request specific services.

IVR systems are designed to handle a wide range of inquiries, ranging from basic account transactions to complex billing issues. By leveraging this technology, you can significantly reduce the workload on your staff, allowing them to focus on more complex tasks that require human interaction.

Moreover, IVR systems offer a consistent experience for customers, ensuring that every interaction is handled efficiently and accurately.

How Does IVR Work?

When customers need assistance, they call a support line and are greeted with a series of prompts and menu options. They use these automated features to reach the right department.

Customers use a keypad to answer prompts on a standard IVR system. More advanced technology uses voice recognition that understands speech.

Following is a brief overview of how IVR works.

• An individual calls customer support
• The IVR system greets the customer with a selection of options, such as which department or extension they want to reach.
• With a standard system, the customer will use the keypad to input the relevant options. A more advanced system will work with voice recognition.
• Customers are routed to the right agent or department. They receive recorded responses to frequently asked questions or can switch from a live call to text messaging.

How Do Self Storage Owners Benefit From IVR?

Implementing XPS Pay by Phone can yield numerous benefits for self storage owners.

• Round the clock access to information ensures that customers can have their questions answered promptly, increasing overall satisfaction.
• With 24/7 Pay by Phone, your staff is free to focus on more critical tasks, leading to increased productivity and streamlined operations.
• The need for additional staff during peak hours is reduced, resulting in significant cost savings.
• IVR systems capture valuable data about customer interactions and preferences, enabling you to make informed decisions about operations and marketing strategies.
• By offering 24/7 customer support you can stay ahead of the curve and position yourself as an industry leader.

Summary

An IVR system employs pre-recorded voice prompts. Tenants are guided through a menu of options for faster, more efficient communication. Their needs are met and overall efficiency is improved.