The banking industry has experienced tremendous advancements in the past few years. With the ease of doing transactions from mobile phones, the whole process of transferring and receiving money has become feasible for people.
The technological impacts have led to several innovations in the banking sector and one such innovation is the IVR solution for banking.
What is the Need for IVR Banking?
Banks receive hundreds of customer inquiries every day which often results in agents leaving their primary tasks to solve the customer issues.
This not only limits the work of the agents but also creates unnecessary stress as the agents may find themselves unable to manage between their core tasks and customer service.
Adopting IVR use cases for banking can help in solving this issue by routing the customer calls to the available agents so that customer queries can be resolved quickly and some of the agents can be free at the same time.
Also Read:- Decoding IVR to improve Customer Service
Not only this, but IVR comes with a number of benefits that can improve the efficiency of the banking sector.
Top 7 Ways in Which IVR Can Make Banking Easier
1. Identifying Fraud
The cases of online fraud have been on the hike for the past few years and now have become a major source of concern for account holders.
With outbound IVR, customers can easily get notified in case of any fraudulent activity detected on their account. Not only this, but they can also be transferred to the right agent who can assist them in this matter.
2. Loan Status
Instead of your agents answering every customer query related to the loan status, wouldn’t it be better if you employ an IVR solution for the same?
Using text-to-speech technology, IVR can answer all the customer queries, saving agents a lot of time.
3. Overdrafts Notifications
Telling your customers that they have overdrawn from their account kind of turns into an awkward conversation for both the customers and agents.
With IVR’s auto generated calls, customers can easily receive updates about their transactions so that they can be saved from paying any extra charges.
4. Quick Payments
One of the best advantages of IVR Banking is that customers can pay their credit card bills and EMIs using their mobile phones in a quick and hassle-free manner.
5. Customer feedbacks
Getting valuable customer feedback is necessary as it helps in gaining an idea about where your services are lacking behind.
Through IVR, you can smoothly collect feedback from customers after the end of the call.
6. Fee alerts
Through IVR alerts, customers can get notified about the fees they owe or the fees they are going to be charged for.
7. Product Information
With IVR, you can provide your customers with relevant information about your products and services and can also give them the option to get further details from the agent if they need.
Also Read:- Innovative ways to use IVR
To wrap up, implementing IVR use cases for banking can provide long term benefits to the banking sector as a whole which will automatically improve the journey of customers.
Reducing customer waiting time, notifying them with fee alerts, educating customers about your products and what not?
So, do you still need more reasons to enable IVR services for your bank? Don’t wait, contact our sales team today!