With the growing prevalence of social media and digital technology, the beauty industry has experienced tremendous growth. The needs of consumers are evolving, and for beauty businesses to grow successfully, they must incorporate the latest technological advancements into their customer service models.
Interactive voice response systems, or IVRs, utilize a computer application to interact with consumers using pre-recorded voice prompts. Interaction is made possible through dual-tone-multi-frequency (DMTF) tones on the phone keypad. In the beauty industry, IVR systems are typically used for data collection, announcements, and self-service. Here’s how can IVRs make your business stand out from the competition.
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Personalized Client Experiences
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Before IVRs, businesses physically collected and stored client information using client cards. Although this method can be useful, client information is often lost or misplaced, causing businesses to lose leads and valuable client data.
IVRs make it easy for beauty businesses to store, edit, and review client data in just a few clicks. IVR software provides salon staff with immediate access to each client’s needs, favorite products, and appointment dates. With the help of IVRs, salon staff can a personalized experience for each client before they walk in the door.
Boost Client Satisfaction
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According to a recent survey, approximately half of all large businesses incorporated chatbot options in 2019, highlighting the immense growth of digital channels. While most consumers believe that humans provide more effective customer service, many still prefer to interact through digital channels. The number of customers who value digital channels varies by industry, but offering self-service options to your clients can drive more business and raise satisfaction among your current client base.
IVRs resolve issues quickly, allowing clients to use plain and natural language for self-service. Conversational IVR also reduces IVR abandonment and helps clients avoid long call queues during high-volume call times.
Consistent Quality Management
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To stand out among the local competition, beauty businesses must prioritize delivering exceptional client experiences. Successful beauty businesses must also focus on quality management to increase client satisfaction and encourage engagement between clients and salon staff. By practicing consistent quality engagement, beauty businesses can gain valuable insights into client relationships.
With conversational IVR systems, business owners can learn what clients expect after responses and navigate clients toward premium products and services. IVR’s built-in knowledge base offers important business insights, such as incremental value analysis, issue tracking, and the average longest delay in the call queue, along with tools for assessing agent performance.
Omnichannel Engagement
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Today, less than 12 percent of companies provide omnichannel options for customer service. In the beauty industry, clients demand the flexibility to switch between multiple communication channels. Consequently, integrating user-friendly omnichannel communication options into your customer service model can improve customer satisfaction while making it easier for customers to interact with your business.
Conversational IVRs allow agents to seamlessly interact with clients across all media channels, including Facebook, SMS/text messaging, and voice calls, while leveraging meaningful client data for a personalized experience. Fostering omnichannel engagement drives business from clients who prefer to interact across multiple communication channels.
Increase Productivity
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Integrating conversational IVR into your customer service model can improve the productivity of your salon staff. IVR systems eliminate the need for salon staff to devote time to monotonous tasks, like answering simple questions over the phone. Instead, your salon staff can focus their attention on helping individual clients in person and maintaining the salon. Depending on the volume of the business, increased productivity may allow business owners to schedule less salon staff, reducing overhead costs.
Investing conversational IVR can drive business and boost client satisfaction. With reduced overhead costs and extra time to tend to the salon, business owners can focus on repairing outdated equipment to provide a higher-quality client experience. Cosmetic Laser Warehouse, a fast and reliable cosmetic laser repair service, repairs medical cosmetic laser equipment made by Alma, Candela, Iridex, and other leading manufacturers. Whether your salon needs new aesthetic lasers or cosmetic laser handpieces, call (954) 254-4612 for a free estimate.
