How to Choose the Best IVR Solution for Hospitality Sector

The hospitality sector’s business model differs from other businesses. They sell services directly, through branch locations and through a network of agents. Understandably the IVR is the first point of contact and this can be a make or break situation. It depends on the IVR solution and just how well-implemented it is into the hospitality ecosystem. Should you be considering an IVR system then these features could possibly fulfill the wish list.

Distinct yet interconnected IVR channels

Customer response quality is affected by quality of IVR response. If the IVR system is limited to only interaction with limited choices then it is not going to serve the purpose. What hospitality needs is an IVR that has distinct yet interconnected channels. To explain this, one channel relates to customer dialing in and hoping to find answers to queries that would lead to booking. The IVR should also have connectivity between customer and various branches or agents as may be required. Then the IVR should also serve employees, agents, branches and main head office of the hospitality service, for example an hotel. The second stage of the customer journey relates to booking and payment for which an IVR payment system is necessary. The third stage is when the customer turns into a guest and needs guest related service. It is a tall order calling for separation yet integration into a single IVR umbrella system that delivers services to keep customers happy and maintains records of transactions at all stages and levels. 

Visual IVR

From the customer’s perspective a visual IVR solution is a giant leap forward in ease of use and speed. Considering that most customers use smartphones for a variety of transactions it would make them happy if they have a visual IVR with the screen showing the numbers to be pressed. They can jump straightaway to that number instead of navigating the voice instructions. 

IVR that converses

AI has advanced far enough to endow IVRs with the capability to converse instead of simply giving out one way directions. Think of how much it would ease your burden. Think of how much it would make your customer happy to be able to converse instead of just pressing keys and that too in the middle of the night when you have no human agents available. 

The IVR-CRM combine 

If you are installing a new IVR then it is best to look for an IVR that has CRM integrated into it. If you already have an existing CRM then look for vendors who will integrate their IVR with your CRM. These are two sides of the customer’s delight coin.  Existing customers hate having to provide details. Even an AI powered IVR that converses will benefit when it can access the CRM and greet existing customers by name. 

The IVR system looks simple but it is extremely complex when one considers the diverse needs of the IVR industry and stages of customer journey. Pick the right vendor and you are halfway there to delighting your guests. 

Source: https://ivrpaymentprocessingsolutions.wordpress.com/2020/02/03/how-to-choose-the-best-ivr-solution-for-hospitality-sector/