Create a Better IVR Experience with Multi-Call Recording from HighLevel

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Have you ever felt like you were missing a crucial piece of the puzzle when it comes to your Interactive Voice Response (IVR) call interactions?  Think about it. If you can’t review the full flow of the call, you might have a disconnect where you’re losing your callers.

That’s why we’ve updated Call Reporting to include Multi-Call Recording for your IVR calls. 

That means you now have access to multiple recordings associated with a single IVR call, providing you with the opportunity to develop a deeper understanding of how your customers are interacting with your system.  

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The Benefits of Multi-Call Recording

Previously, IVR call recordings were unavailable, limiting the ability to analyze customer interactions fully. With this enhancement, users can now effortlessly switch and check different call recordings for any IVR call by selecting from a recording dropdown menu.

Now, thanks to the Multi-Call Recording enhancement, you can:

  • Review every step a customer took during their IVR interaction.
  • Pinpoint exactly where customers are getting stuck in your IVR flow.
  • Gain valuable insights into customer sentiment throughout the entire IVR interaction.
  • Identify missed opportunities to connect callers with the right resources or representatives.
  • Update it for a smoother and more efficient caller experience.

The ability to review multiple recordings of the same IVR call gives you the ability to:

  • Evaluate agent performance during handoffs from IVR interactions.
  • Identify areas for improvement in your IVR scripts and messaging.
  • Train team members with real-life call scenarios, ensuring they’re prepared for anything.
  • Resolve customer disputes by referencing the recordings.
  • Provide exceptional customer service through a deep understanding of their journey.
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How to Access Your Multi-Call Recordings

This powerful new feature is available on the HighLevel Agency Pro plan and accessing it is simple:

  • Open the Reporting tab.
  • Switch to Call Reporting.
  • Scroll down to the call table.
  • For an IVR call, you will see a dropdown next to the recording name.
  • You can switch between different recordings.

Explore Valuable Customer Data with HighLevel’s Call Reporting

Multi-call recording for IVR is just one piece of HighLevel’s comprehensive Call Reporting suite. The versatile system provides a treasure trove of data on all your customer interactions, including:

  • Call status breakdowns (missed, busy, answered) for both incoming and outgoing calls.
  • Insights into first-time caller behavior and average call durations.
  • Identification of your top call sources (organic search, paid ads, etc.) and their impact on conversions.
  • Detailed historical data on all your calls, allows you to track trends and measure performance over time.
  • Customization options to tailor the data view to your specific needs.

5 Use Cases for IVR Call Systems

5 use case of IVR system
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By leveraging the new Multi-Call Recording feature, you can create more effective IVR processes for different use cases:

Customer Support & Troubleshooting – Provide automated responses to common queries and direct customers to the appropriate department for more complex issues.

Appointment Scheduling – Allow customers to book, reschedule, or cancel appointments without needing to speak to a representative.

Order Processing & Tracking – Enable customers to place orders, check order status, and track shipments with real-time updates and information.

Bill Payments & Account Management – Allow customers to pay bills, check account balances, review recent transactions, and manage account details.

Event Registration & Information – Manage event registrations, provide event details, and send reminders to attendees, ensuring smooth and organized event management.

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Improve Your Callers’ IVR Experience with Call Reporting from HighLevel

By reviewing multi-call recordings for IVR you gain an unprecedented understanding of your customer interactions. This translates to improved IVR efficiency and happier customer experiences. 
To learn more, drop into our Client Success Zoom Room. Our trusted HighLevel experts are here to guide you through the Multi-Call Recordings process so you can create an IVR experience that your callers will appreciate.

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