8 use-case guides
IVR use cases
Each guide shows the menu to build, how calls are routed, the prompts to record and the call data to send to your CRM.
What are the main IVR use cases?
The main IVR use cases are customer support helplines, sales lead lines with call tracking, self-service lines for order status and appointments, complaint registration, after-hours handling and post-call feedback. Each one is a menu of keypress options, routing rules and webhooks that tell your CRM who called and what they chose.
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Choose a use case
Customer support helplineAnswer every support call on the first ring, send it to the team that can fix the problem, and open the customer's ticket before the agent speaks.See how
Sales lead lineRing the right salesperson within seconds, create the lead in your CRM before they pick up, and make sure no buyer's call is left unanswered.See how
Order status enquiryWhere-is-my-order calls are the biggest share of many helplines. Capture the order number on the keypad and answer faster, with or without an agent.See how
Appointment bookingSort booking calls by doctor, branch or service so they reach the person who holds the calendar, and stop reschedule calls from tying up the front desk.See how
Complaint registrationGive every complaint a number from the first call, route repeat callers to the person handling it, and keep a recorded trail for escalations.See how
After-hours call handlingDecide what happens to a call at 11 pm or on a Sunday: an emergency line, voicemail, a WhatsApp link or a morning callback, never a ringing phone.See how
Call tracking for adsPut a different number on each ad, listing and hoarding, and see which ones produce calls, answered conversations and sales, not just clicks.See how
Post-call feedbackAsk callers to rate the call while it is still fresh, with one or two keypress questions, and catch unhappy customers before they complain elsewhere.See how
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