{"id":52458,"date":"2023-01-17T08:14:43","date_gmt":"2023-01-17T07:14:43","guid":{"rendered":"https:\/\/leaddesk.com\/ivr\/"},"modified":"2023-04-27T10:40:20","modified_gmt":"2023-04-27T09:40:20","slug":"ivr","status":"publish","type":"page","link":"https:\/\/leaddesk.com\/sv\/ivr\/","title":{"rendered":"IVR"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":32,"featured_media":50697,"parent":0,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"page-blocks-en.php","meta":{"content-type":"","footnotes":""},"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":"","title":"IVR och f\u00f6rdelarna med att anv\u00e4nda interaktivt talsvarssystem","content":"L\u00e4s mer om vad IVR inneb\u00e4r och hur det hj\u00e4lper er att betj\u00e4na kunderna.","subhero_image":46589,"buttons":[{"style":"primary","label":"Boka en demo av LeadDesks talsvar","link":{"title":"","url":"https:\/\/leaddesk.com\/sv\/book-a-demo\/","target":""}}],"style":"--purple","subhero_tags":true,"subhero_readtime":true,"reading_time":1,"title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"logoreference_block","acfe_flexible_toggle":"","title":"Anv\u00e4nds av:","items":[{"image":48724,"size":"40"},{"image":48754,"size":"40"},{"image":48774,"size":"40"},{"image":48764,"size":"40"}],"unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":"","text-content":"

Vad \u00e4r interaktivt talsvar (IVR, Interactive Voice Response)?<\/h2>\r\nIVR, eller interaktivt talsvar, \u00e4r en programvara som automatiskt svarar i telefonen ist\u00e4llet f\u00f6r en agenter n\u00e4r kunder kontaktar ert kontaktcenter med kundtj\u00e4nst\u00e4renden. Den ber kunden om information \u2013 som vilket spr\u00e5k personen f\u00f6redrar \u2013 s\u00e5 att kunden automatiskt kan skickas vidare till den agent som kan ge b\u00e4st hj\u00e4lp.\r\n

Varf\u00f6r beh\u00f6ver jag IVR?<\/h2>\r\nF\u00f6r att tillhandah\u00e5lla en optimal kundupplevelse b\u00f6r ni ge kunderna service som \u00e4r relevant och hj\u00e4lpsam redan f\u00f6rsta g\u00e5ngen de kontaktar er kundtj\u00e4nst. N\u00e4r ni automatiskt kopplar kunderna till den b\u00e4sta agenten baserat p\u00e5 kundens problem \u00f6kar ni l\u00f6sningsgraden vid f\u00f6rsta kontakt och ser till att kundtj\u00e4nstverksamheten jobbar effektivare.<\/strong> IVR och dess moderna motsvarigheter samlar in data och information som g\u00f6r det m\u00f6jligt f\u00f6r er att uppn\u00e5 detta.\r\n
\u201dDet \u00e4r f\u00f6rv\u00e5nansv\u00e4rt hur mycket tid man kan spara n\u00e4r systemet hanterar samtalsresultat, \u00f6verf\u00f6r kontakter automatiskt mellan samtalslistor och l\u00e5ter oss se kundens kalendertillg\u00e4nglighet p\u00e5 en och samma sk\u00e4rm. Det k\u00e4nns som n\u00e5gra sekunder h\u00e4r och d\u00e4r, men n\u00e4r man l\u00e4gger ihop det under en dag blir det en enorm skillnad, som ocks\u00e5 leder till extra int\u00e4kter.<\/strong>\u201d \u2013 JC Phoner (l\u00e4s fallstudien h\u00e4r<\/a>).<\/blockquote>\r\n

Data \u00e4r avg\u00f6rande f\u00f6r att f\u00f6rb\u00e4ttra kundservice<\/h2>\r\nData spelar en viktig roll i att matcha agenter med kunder, men hur samlar man in dessa data? En del av informationen samlas in med en process f\u00f6r automatisk samtals- och meddelandedistribution<\/a> via CRM-integrationer och andra datak\u00e4llor. F\u00f6r att kunna ge relevant service i varje \u00e4rende \u00e4r det dock b\u00e4st att samla in data direkt fr\u00e5n kunderna.\r\n\r\nTraditionellt sett samlar man in kunddata via ett IVR d\u00e4r kunden uppger informationen som g\u00f6r att kontaktcentret kan kategorisera kundens servicebehov. Genom att sj\u00e4lva ange om \u00e4rendet r\u00f6r sig om ett tekniskt problem eller fakturering kan kunden skickas vidare till r\u00e4tt k\u00f6 direkt utan att \u00f6dsla tid p\u00e5 att prata med v\u00e4xeln.\r\n\r\nUt\u00f6ver att samla in data kan IVR ocks\u00e5 ge information till kunderna, s\u00e4rskilt n\u00e4r det kommer till f\u00f6rv\u00e4ntade k\u00f6tider. Om det till exempel har uppst\u00e5tt ett st\u00f6rre avbrott eller fel som f\u00f6retaget h\u00e5ller p\u00e5 att \u00e5tg\u00e4rda kan ett IVR meddela tusentals kunder utan att ta tid fr\u00e5n agenterna.\r\n\r\nBoka en personlig konsultation<\/a> med v\u00e5ra IVR-experter idag!<\/strong>","text-script":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":"","style_css":"secondary","title":"IVR-funktioner och f\u00f6rdelarna som hj\u00e4lper din kundtj\u00e4nst","text":"Ett h\u00f6gkvalitativt IVR ger konkreta prestandaf\u00f6rb\u00e4ttringar i ditt kontaktcenter.","button_1_text":"","button_1_link":"","button_2_text":"","button_2_link":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"content_multicolumn_text","acfe_flexible_toggle":"","columns":[{"title":"Dela upp efter Service Level Agreements (SLA:er)","text":"IVR hj\u00e4lper er att identifiera och dela upp kunderna beroende p\u00e5 deras relation med ert f\u00f6retag. Premiumkunder med h\u00f6gre serviceavtal kan komma fram snabbare och f\u00e5 den hj\u00e4lp de betalar f\u00f6r.","more_link_title":"","more_link_url":""},{"title":"F\u00f6rb\u00e4ttra kundupplevelser och l\u00f6sningsgraden vid f\u00f6rsta kontakt","text":"IVR kan ocks\u00e5 kategorisera kunderna baserat p\u00e5 deras behov vilket g\u00f6r att de kommer fram till r\u00e4tt agenter p\u00e5 r\u00e4tt avdelning. D\u00e5 blir l\u00f6sningsgraden vid f\u00f6rsta kontakt h\u00f6gre, och b\u00e5de kunderna och agenterna n\u00f6jdare.","more_link_title":"","more_link_url":""},{"title":"Ge service dygnet runt","text":"Om det inte finns agenter tillg\u00e4ngliga dygnet runt kan kunder l\u00f6sa enkla problem eller l\u00e4mna en uppringningsf\u00f6rfr\u00e5gan via ett IVR eller beslutstr\u00e4d via chatt. Detta ger en kostnadseffektiv l\u00f6sning som inneb\u00e4r att kontaktcenter alltid kan betj\u00e4na kunderna.","more_link_title":"","more_link_url":""},{"title":"F\u00f6renkla rapporteringen","text":"L\u00f6sning vid f\u00f6rsta kontakt leder till l\u00e4ttare rapportering. N\u00e4r en kund lotsas mellan olika k\u00f6er och agenter blir det sv\u00e5rare att skapa en rapport f\u00f6r den kontakten, och det \u00e4r dessutom frustrerande f\u00f6r kunden.","more_link_title":"","more_link_url":""},{"title":"Planera framtida kundtj\u00e4nststrategier","text":"Varje g\u00e5ng en kund ger information till kontaktcentret kan dessa data lagras, analyseras och anv\u00e4ndas f\u00f6r att f\u00f6rb\u00e4ttra hela kundtj\u00e4nstverksamheten. Ni kan till exempel anv\u00e4nda informationen f\u00f6r att identifiera s\u00e4songsbaserade f\u00f6r\u00e4ndringar och anv\u00e4nda insikterna n\u00e4r ni planerar k\u00f6er och bemanning.","more_link_title":"","more_link_url":""},{"title":"S\u00e4nk de operativa kostnaderna","text":"Med korrekt f\u00f6rdelning blir verksamheten effektivare. Agenterna f\u00e5r \u00e4renden som \u00e4r mer relevanta vilket g\u00f6r att de kan l\u00f6sa dem snabbare, och d\u00e4rmed sparar ni tid d\u00e5 ni slipper skicka \u00e4renden vidare till nya agenter.","more_link_title":"","more_link_url":""}],"unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":"","style_css":"secondary","title":"S\u00e5 skapar du en IVR","text":"Om du vill skapa ett IVR p\u00e5 b\u00e4sta s\u00e4tt anv\u00e4nder du kundtj\u00e4nstprogramvara som LeadDesk. Att bygga upp ett IVR \u00e4r inte s\u00e4rskilt sv\u00e5rt, men det involverar att man kartl\u00e4gger ett samtalstr\u00e4d f\u00f6r IVR.","button_1_text":"","button_1_link":"","button_2_text":"","button_2_link":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":"","text-content":"IVR-samtalstr\u00e4d och IVR-spr\u00e5k<\/strong>\r\nEtt IVR-samtalstr\u00e4d definierar de olika stegen som kunder g\u00e5r igenom n\u00e4r de ringer er kundtj\u00e4nst.\r\n\r\nN\u00e4r ni till exempel \u00e4r verksamma i flerspr\u00e5kiga l\u00e4nder eller jobbar i olika l\u00e4nder kan det f\u00f6rsta steget vara att be kunden definiera IVR-spr\u00e5ket f\u00f6r resten av samtalet.\r\n\r\nD\u00e4refter fr\u00e5gar ni vad \u00e4rendet g\u00e4ller. Om ni arbetar med telekommunikation kan ni till exempel fr\u00e5ga kunden om \u00e4rendet g\u00e4ller en fast telefon eller mobiltelefon.\r\n\r\nSlutligen kan ni ocks\u00e5 fr\u00e5ga om kunden beh\u00f6ver hj\u00e4lp med fakturafr\u00e5gor eller tekniska problem.\r\n\r\nOm vi utg\u00e5r fr\u00e5n alternativen ovan och att ni jobbar p\u00e5 tv\u00e5 spr\u00e5k s\u00e5 har ert IVR-samtalstr\u00e4d redan 8 f\u00f6rgreningar. Dessa f\u00f6rgreningar f\u00f6rdelar sedan kunderna till \u00e5tta olika k\u00f6er.\r\n\r\nIVR-skript och IVR-fr\u00e5gor<\/strong>\r\nF\u00f6r varje steg i ert samtalstr\u00e4d beh\u00f6ver ni definiera vilket meddelande kunden h\u00f6r och hur de kan svara. Detta kallas f\u00f6r ett IVR-skript och utg\u00f6rs av IVR-fr\u00e5gor (meddelanden). Fr\u00e5gorna kan antingen vara inspelade r\u00f6stmeddelanden (oftast MP3-filer) eller textmeddelanden som l\u00e4ses upp av en robot.\r\n\r\nR\u00f6staktiverat IVR och konversationsbaserat IVR<\/strong>\r\nKunderna svarar oftast genom att trycka p\u00e5 knappar p\u00e5 telefonen (t.ex. tryck 1 f\u00f6r att h\u00f6ra alternativen p\u00e5 engelska<\/em>). I vissa fall kanske du hellre vill anv\u00e4nda ett konversationsbaserat IVR, som \u00e4ven kallas f\u00f6r r\u00f6staktiverat IVR.\r\n\r\nMed ett r\u00f6staktiverat IVR kan kunder svara genom att prata i telefonen ist\u00e4llet f\u00f6r att trycka p\u00e5 knapparna. Systemet anv\u00e4nder d\u00e4refter naturlig spr\u00e5kbehandling f\u00f6r att omvandla r\u00f6stmeddelandet till text. Konversationsbaserat IVR kan till exempel vara anv\u00e4ndbart n\u00e4r kunden annars beh\u00f6ver skriva l\u00e5nga siffersekvenser (som ett kundnummer).","text-script":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":"","style_css":"secondary","title":"B\u00e4st leverant\u00f6r av IVR","text":"Oavsett om ni \u00e4r ett litet eller multinationellt f\u00f6retag s\u00e5 r\u00e4cker det inte att i dagens flerkanaliga v\u00e4rld enbart fokusera p\u00e5 samtal. 66\u00a0% av personer som kontaktar kundtj\u00e4nst anv\u00e4nder minst tre kanaler, och det inneb\u00e4r att du beh\u00f6ver en programvara f\u00f6r kontaktcenter som kan anv\u00e4nda data fr\u00e5n samtliga kanaler. Det \u00e4r d\u00e4rf\u00f6r som det b\u00e4sta IVR-systemet \u00e4ven samlar in data fr\u00e5n alla andra kanaler.","button_1_text":"","button_1_link":"","button_2_text":"","button_2_link":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"content_half_text_and_half_video_section","acfe_flexible_toggle":"","style":"white","image_position":"right","pre-title":"","video_mp4":null,"video_webm":40668,"title":"De b\u00e4sta IVR-fl\u00f6dena m\u00f6jligg\u00f6r flexibel datainsamling","text":"Beslutstr\u00e4d i chattbotar kan ha samma syfte som ett IVR f\u00f6r kunder som inte vill ringa in f\u00f6r att f\u00e5 hj\u00e4lp. Med en fl\u00f6desbyggare f\u00f6r IVR kan ni noggrant planera kundens resa genom IVR-systemet. En bra IVR-fl\u00f6desbyggare ska ha f\u00f6ljande funktioner:\r\n\u00a0\r\n
  • Menyer med flera niv\u00e5er s\u00e5 att kunderna kan kategoriseras<\/li>\r\n
  • Flerkanaligt tillv\u00e4gag\u00e5ngss\u00e4tt till b\u00e5de samtal och text f\u00f6r att uppfylla kundernas behov<\/li>\r\n
  • M\u00f6jligheten att \u00f6verf\u00f6ra kunden till en specifik k\u00f6 eller agenter och d\u00e4rmed f\u00f6rb\u00e4ttra l\u00f6sningsgraden vid f\u00f6rsta kontakt<\/li>\r\n
  • \u00c5teruppringningsm\u00f6jligheter f\u00f6r flexiblare service<\/li>\r\n
  • Vidarebefordran och omdirigeringar f\u00f6r \u00f6kad effektivitet.<\/li>","left_button_title":"","left_button_link":"","right_button_title":"","right_button_link":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":"","style_css":"secondary","title":"Prova sj\u00e4lv ett enkelt och effektivt IVR","text":"Optimera ert kontaktcenter med ett flexibelt IVR som ni sj\u00e4lva kan anpassa. Om du vill veta mer om hela processen f\u00f6r automatisk samtals- och meddelandedistribution kan du titta n\u00e4rmare p\u00e5 v\u00e5r kompletta guide.","button_1_text":"F\u00e5 en kostnadsfri provperiod","button_1_link":{"title":"","url":"https:\/\/leaddesk.com\/sv\/free-trial\/","target":""},"button_2_text":"Komplett guide om AC&MD","button_2_link":{"title":"","url":"https:\/\/leaddesk.com\/blog\/full-guide-to-automatic-call-and-messaging-distribution\/","target":""},"unique_css_name":"","custom_css":""}]},"yoast_head":"\nDin guide till interaktivt talsvarssystem (IVR) - LeadDesk<\/title>\n<meta name=\"description\" content=\"L\u00e4s mer om vad IVR (Interaktivt talsvarssystem) kan g\u00f6ra och hur en effektiv s\u00e5dan kan hj\u00e4lpa er att f\u00f6rb\u00e4ttra svarsfrekvensen och kundupplevelsen.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leaddesk.com\/sv\/ivr\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IVR och f\u00f6rdelarna med att anv\u00e4nda interaktivt talsvarssystem\" \/>\n<meta property=\"og:description\" content=\"L\u00e4s mer om IVR och hur en effektiv IVR kan hj\u00e4lpa dig att tillgodose dina kunders behov.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leaddesk.com\/sv\/ivr\/\" \/>\n<meta property=\"og:site_name\" content=\"LeadDesk\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leaddesk\/\" \/>\n<meta property=\"article:modified_time\" content=\"2023-04-27T09:40:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/leaddesk.com\/wp-content\/uploads\/2023\/01\/LeadDesk-Interactive-Voice-Response-IVR.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"IVR och f\u00f6rdelarna med att anv\u00e4nda interaktivt talsvarssystem\" \/>\n<meta name=\"twitter:description\" content=\"L\u00e4s mer om IVR och hur en effektiv IVR kan hj\u00e4lpa dig att tillgodose dina kunders behov.\" \/>\n<meta name=\"twitter:site\" content=\"@leaddesk\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/leaddesk.com\/sv\/ivr\/\",\"url\":\"https:\/\/leaddesk.com\/sv\/ivr\/\",\"name\":\"Din guide till interaktivt talsvarssystem (IVR) - 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