Imagine your company’s sales are growing rapidly and your sole customer support employee can no longer handle the increased call volume. In this instance, the only thing worse than an unsatisfied customer is an unsatisfied customer who finds your customer support number constantly busy.
So, you decide to do something about it and create an IVR ( Interactive Voice Response). Nice, but your customers are from all around the world so not all of them can speak your language, and those that can may not, necessarily, be fluent. The solution? Create a multilingual IVR!
An IVR is a technology that allows humans to interact with a computer-operated phone system through the use of voice and DTMF (Dual-tone multi-frequency signaling) tones input via a keypad.
In other words, when a customer calls, a computer system will respond and redirect the customer to the right department — or even record their complaint.
After collecting all the requirements for your new project, you decide to use the Twilio Programmable Voice service, because it’s straightforward to integrate with your current customer support system. What’s more, by using the service, you can also make and receive phone calls, make conference calls, and forward calls to other numbers.
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