IVR (Interactive Voice Response)

What is Multilevel IVR?

Multilevel IVR is an automated call response system. The IVR system saves the time of customers as well as business concerns. With just a few taps on the phone, the customer gets his/her queries solved. The company need not recruit a receptionist as everything is automated. It just requires support teams of various departments who will respond to the customers when the automated IVR system cannot solve their queries. If you are using this feature of Callhippo then it will help you to create the several IVR levels so that customers can be satisfied with the process. Steps to enabled the IVR- Step 1: Login to the Callhippo dashboard: Step 2: Click on the setting of the Number. Step 3: Click on the Music & Messages, Select the IVR and enable the toggle button. You can upload the music also instead of a welcome message, it should be in the form of mp3,wav format. Step 4: Click on the “Add Multi level IVR”.  Example: customer will get a chance to listen in english or Italian language, after selecting the language customer will be able to talk to sales executive. Step 5: Here write the title of the IVR. IVR message: edit it and write the message which you want to get listen by the customers. Press 1 to perform action and select user, number, team, setup new IVR and webhook.  Select the user whom you want to allocate the call. You can delete it or edit it and there is one plus sign through which you can add more actions. Step 6: Now you can see that the IVR by the name of English has been created. Step 7: Now assign the IVR English inside the IVR.  In Actions, click on the Setup new IVR. In this field, select the created IVR English, it will help to allocate the english IVR inside the main IVR and save it. Step 8: In IVR, add one more IVR by the name of Italian. For that you can click on “Add multi level IVR” or else in IVR, you can setup new IVR. In Actions, after selecting a new IVR. will open the new tab for creating the new IVR. This IVR will be named as Italian, you can edit the message and can assign it to the user, team etc and save it. Step 9: In the main IVR, click on the Add button to assign the Italian IVR. In Actions. Select the Setup new IVR. Select the “Italian” IVR. Now click on the save button. Step 10: Now you can see that there are two IVR’s created inside the main IVR. If customers call, then they will say “press 1 for english and press 2 for italian”, now if customer press 1 then the second stage of IVR will start which will ask customer to “press 1 to talk to sales executive” and if customer press 1 then call will transfer to the agent. Step 11; In IVR English, you can add more IVR’s in that. Click on the “+” button. In actions, select the setup new IVR. Save the setup new IVR. It will open the new IVR, in this UK English IVR you can assign it to the users, teams, webhook etc. In English IVR, click on the “+” button to assign the UK English IVR. Here select the UK English IVR. Now you can see that in English IVR there are multiple IVR’s. Similarly, you can add IVR for US English also and assign it in the English IVR.

Difference Between Multi–Level & Multi-Lingual IVR and What CallHippo has to Offer?

Multi-Level IVR:  It means there will be another IVR in addition to the first level IVR. This is aimed at resolving most of the customer queries on IVR itself before the call reaches the call center agent or executive. Multi –Lingual IVR: It means you can play your IVR message in different languages in the voice of male or female and if your business is for a particular country then you can set up Multi-Lingual IVR in native language of that country so that your customers can better understand the message in their own language. We only offer Multi-Lingual IVR. Click here to know. Hope this helps! For further queries, please contact us at support@callhippo.com

How to set Multilingual IVR ?

Multilingual IVR Setup Guide Imagine greeting your global customers in their native language! With CallHippo's Multilingual IVR, you can make that a reality. This guide will show you how to set up your IVR system for a wider audience. Let's get started! Step:- 1 Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Click on "Number and DID" on the left-hand side panel which will open a dropdown. Step 3: In the dropdown, choose "Numbers". Step 4: Now, look for the IVR option. Select it and make sure it's enabled for the number you want to use. Step 5: Select your desired language from the available options. CallHippo supports a wide range of languages, so you can cater to your diverse clientele. I hope this helps. If you still face any queries, please feel free to reach out at support@callhippo.com

INTRODUCTION TO IVR SYSTEM