Encompass Calling is an IVR (Interactive Voice Response) tool offered through CPR Encompass that can help ensure your customers receive speedy and efficient help over the phone - and you never miss a call. Let's dive into the details! 🤿
What is an IVR? 🤔
IVR stands for Interactive Voice Response, and chances are you've interacted with plenty of these systems when you've called businesses. They can be used in several ways. For example, you may see a 1-800 number as a call to action on a billboard, or called your doctor's office and were presented with options to route you to the correct person or department. Any automated system that guides you through obtaining information over the phone is most likely an IVR system.
What does the Encompass Calling IVR provide? 📲
The IVR through Encompass Calling allows customers to obtain basic store information through the automated system, then provides the customer the option to ring through to your store if they need additional help.
The IVR system available through Encompass also provides the following:
A professional greeting for every customer that calls your store.
Quick access to location information and hours for customers (all handled through the automated system) with optional SMS sent to customers.
A voicemail system with optional transcription so you'll never miss a call that comes in after hours, or while your staff is busy with customers.
Optional messaging customization to put your own personal touch on your store's IVR.
A store phone number easily managed right through Encompass and easy to set up for current and new locations.
Outbound calling tools to help you book claim appointments, nurture leads that come in over the phone or via the website, and confirm appointments over the phone.
How does setting up an IVR through Encompass benefit you? 👍
Consistent, professional phone experience for customers
Opportunity to advertise current store promotions to customers that call in
Less time spent answering basic questions over the phone
Phone tools that ensure you never miss a lead that comes in via phone
Easy phone line set up for new locations
Sets you up to use the Outbound Calling tool to drive appointments and sales
How does it work? 👷
Using Encompass' easy opt-in process, you will set up your IVR line which will provide you with a new number to use for customers to call your store.
This number is set up as a transfer line that will ring directly to your existing store number. Your existing store number will still work the same when dialed directly.
Use your Encompass Calling phone number whenever you want customers to receive the IVR experience.
What else do you need to know about Encompass Calling? 🧐
You must complete the opt-in process to use Encompass Calling. This process can take 5-15 minutes depending on how much customization you want to include.
A credit card will be required to complete your sign up, and some features may incur additional fees. Please review pricing here.
All Encompass Calling IVR phone numbers will be shared back with CPR and fed in to AdCentral.
Your current phone number is not disabled by signing up for IVR and it can still receive calls as it always has.
You may need to make some changes to your existing phone line to get the most out of Encompass Calling IVR:
If you're currently using an IVR, you will need to disable it or, alternatively, you can update your primary phone number to be a direct dial to bypass your current IVR.
If you currently have a voicemail box set-up, it is recommended you extend the number of times your phone rings before it transfers to voicemail to the maximum setting.
Customers must call your new number provided through Encompass to receive the IVR experience.
While it's not mandatory to use this number, any advertising where you'd like customers to receive the IVR experience should be updated with the number provided through Encompass.
Ready to get started? 🏎
Click below to start setting up your Encompass Calling IVR now:
Looking for more info? Check out our other resources for Encompass Calling: