How does the Hoop Interactive Voice Response system help improve first-contact resolution?
The IVR system is designed to route every call immediately and accurately to the best-suited agent or team. This happens by building flexible IVR flows that greet, qualify, and then direct callers based on their intent, specific required skills, and current agent availability. By effectively matching the caller's need with the right resource, Hoop significantly reduces the need for transfers and repeat calls.
The IVR uses smart routing capabilities to manage call distribution, helping to reduce wait times and ensure workloads are balanced across your team. This focus on accuracy and efficiency is key to boosting your first-contact resolution rates and improving the caller experience.
What are the different pricing plans for the Interactive Voice Response feature?
The Interactive Voice Response feature is available across multiple Hoop platform pricing plans, ensuring you can select the tier that best fits your business size and complexity. The feature is included in the following plans:
- Core: Essential IVR functionality for small to mid-sized teams with basic routing needs.
- Pro: Advanced features, including sophisticated skills- and queue-based distribution and extended analytics.
- Enterprise: Comprehensive capabilities designed for large organizations that require maximum customization, advanced failover options, and extensive compliance controls.
Each tier is scaled to provide the best value and support as your customer service operations grow.
Can we change menus quickly without needing developer support for updates?
Yes, you can update prompts and routing instantly within the Hoop platform without requiring developer support. The IVR utilizes a visual builder, which is a low-code tool that allows customer service managers to design and modify call flows quickly. You can set menus, prompts, and fallbacks in minutes.
This visual interface ensures that testing flows safely before going live is simple, guaranteeing the new experience is clear and efficient for your callers. The flexibility of the Hoop IVR means your team maintains continuous control over the customer experience and can adapt quickly to changing business needs or promotions.
How does Hoop ensure the Interactive Voice Response feature is resilient and reliable?
The Hoop IVR system is built with resilience by design, ensuring continuity of service even during unexpected events or high volume. It incorporates several safety nets and control mechanisms to maintain reliability and compliance for every call. These measures protect both your business and your callers.
Key resilience and design features include:
- Failover routes and voicemail safety nets to catch calls that cannot be immediately connected.
- Consent and recording controls that adjust by region to ensure global compliance.
- Caller ID and spam mitigation features to protect agents and improve call quality.
This comprehensive approach ensures maximum uptime and a secure, consistent experience for all users.
How are after-hours calls or overflow calls handled by the IVR system?
The Hoop IVR system manages calls outside of standard business hours or during high-volume overflow periods using predefined, adaptive rules. This prevents missed opportunities and maintains service quality when staff availability is limited. You can configure specific business-hour rules directly within the visual builder.
Options for handling after-hours calls include:
- Routing to alternate queues with reduced staffing levels.
- Directing callers to voicemail, automatically setting service-level agreements (SLAs) for callback prioritization.
- Providing specific informational prompts or self-service options that operate 24/7.
These features guarantee that every caller receives attention, even when live agent coverage is unavailable.
Does the Interactive Voice Response system integrate with our existing contact records?
Yes, the Hoop IVR is designed to integrate seamlessly with your customer relationship management (CRM) and ticketing systems. When a caller interacts with the IVR, their selections and all associated metadata are logged to the contact or ticket record automatically. This context capture is essential for efficient service.
By passing the full context to the agent before they connect with the caller, Hoop ensures the agent starts with the complete picture. This process, which includes quick transfers for complex issues, significantly reduces effort for the caller, as they do not need to repeat information already provided to the system.
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