Consumer demand for always-on, instant, self-service options has changed the contact center landscape. Meeting the ever-rising expectation for connected service experiences puts pressure on contact centers to deliver an outstanding customer experience (CX).
Giving your team the right tools to do their jobs more efficiently can help drive higher customer satisfaction and create a less stressful working environment. IVR payment services are one of those key tools.
IVR (Interactive Voice Response) payment services are automated systems that allow customers to make payments using their phones. This technology is no longer confined to the banking industry. Utility companies, telecom providers, contact center customer service, healthcare providers, and retailers use IVR payments.
In this blog post, we’ll dive into IVR payments: how IVR payments work, if they’re secure for your business, and how to choose the right IVR payment provider for your business. We’ll also highlight the top five benefits of IVR payments to demonstrate that this tool can elevate the customer experience in virtually every industry.
What is an IVR payment?
An IVR payment is a type of payment system that enables customers to make payments by phone without the assistance of an operator. Rather than speaking to an actual person, the customer goes through a recorded menu to safely key in their account number, PIN, credit card number, debit card number, or bank details on the spot.
IVR payments aim to provide a safe, effective, and easily accessible payment solution. It also integrates with payment solutions for firms that complete a high volume of transactions to avoid overworking their customer service and support teams.
IVR systems also enable organizations to collect ACH (Automated Clearing House) payments automatically.
This is particularly helpful when used for regular, routine payments, like membership fees, bills, or subscription services; this saves time and energy, minimizes the danger of delayed check/ - payments, and improves cash flow for the company.
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How do IVR payments work?
When customers reach an IVR payment system, they will hear a series of voice prompts asking for their payment details — such as their account number, payment details, and the invoice amount. The IVR system then processes the payment through ACH. This tender allows direct debit from the customer’s bank account to the business’s account.
Cloud-based IVR payments are designed to integrate seamlessly with a company’s existing phone systems, using existing lines and infrastructure. This means customers can access the payment service by calling the same number they use for other customer service needs.
Plus, you can integrate an IVR system with your payment processors. So, when a customer enters their payment information, the IVR system securely transmits this data to the processor for authorization. This integration ensures that payments are processed faster and funds are conveniently transferred to the company’s merchant account.
This streamlined setup allows businesses to automate payment collection, reduce manual handling, and improve efficiency while offering customers a convenient and secure way to pay over the phone.
For a better understanding, here’s a step-by-step breakdown of how IVR payments work:
- Step 1: Customer initiates the call: The process begins when a customer calls a business's dedicated IVR payment line.
- Step 2: System greeting: The IVR system greets the caller with a recorded message, offering them options to proceed with making a payment.
- Step 3: Selection of payment option: The customer is prompted to select the payment method option, usually by pressing a number on their phone’s keypad.
- Step 4: Input of payment details: The system guides the customer to enter their payment details, such as a credit card number, expiration date, and security code, or bank account information for ACH payments, using the keypad.
- Step 5: Verification: Once the details are entered, the IVR system verifies the information, ensuring that everything is accurate and complete.
- Step 6: Confirmation: After verification, the system confirms the payment amount and asks the customer to approve the transaction.
- Step 7: Processing the payment: The IVR system securely accepts payments and transmits the data to the payment processor for authorization.
- Step 8: Receipt and completion: Once the payment is successfully processed, the system provides a confirmation message and may offer to send a receipt via email or text. The call is then concluded.
Four benefits of IVR payments
IVR payments have plenty of benefits, but here are four important ones for businesses considering using IVR payments.
1. It can lead to fewer late payments
One of the main advantages of using an IVR payment service is that it can significantly reduce late or bounced payments. It gives customers the flexibility to make payments on their own, anytime, anywhere — reducing the chances of missing a payment deadline.
It becomes almost impossible for users to skip or miss payments unintentionally with ACH payments. Automatic payments made using ACH are easier and less time-consuming than writing or mailing checks. Plus, it’s usually quick and free, depending on where you bank and the type of payment transfer involved.
2. It can increase customer satisfaction
Customers no longer need to track and remember payment deadlines or make manual transactions. IVR technology guarantees customers that their payments will be made on time. It also helps route callers to the agent most qualified to solve customer problems and reduce hold times, resulting in happier customers.
For instance, with Plivo, you can set your call forwarding with preferred routing rules to best fit your customer needs. Forward calls to agents in different time zones to ensure round-the-clock availability, or automatically move the call to another representative if an agent doesn’t pick up after 15 seconds.
3. It improves payment security
Often, IVR payment systems incorporate voice recognition technology—different from speech recognition—to verify an individual’s identity, adding an additional layer of security. Your customers only need to go through a pre-defined verification process and authorization before making payments via IVR. Since it’s automated, there’s a smaller margin for error than agents manually handling transactions.
Plus, IVR systems have built-in security features like encryption and are PCI compliant, further ensuring that customer data is well protected.
4. It can reduce operational costs
IVR payment systems are great cost-saving measures. This technology frees up your team’s time so they can focus on high value-add tasks. And, they allow your business to hire skilled employees who can handle more than just manual call routing requests. The savings can be huge given that IVR payment systems come with built-in functionality for contact centers and communications.
Four tips for choosing the best IVR payment provider for your needs
When picking the right IVR payment provider, keep these questions in mind.
1. Is the IVR payment tool secure and compliant?
An IVR payment system should be inherently secure and compliant with PCI DSS, especially if your business operates in a highly regulated industry like healthcare, insurance, or law. Think about factors like, whether communications are encrypted, and to what degree. Does the system meet the specific compliance requirements for your industry?
Plivo, for example, comes with advanced security features and can help you stay PCI DSS, HIPAA/HITECH, SOC 2, and GDPR compliant. We use an industry-leading platform for our payment transaction security. All credit card information is encrypted using AES-256, so we don’t store any of your customers’ sensitive information.
We also uphold high standards with our service-level agreements to all customers, where we respond to priority one business-critical incidents around the clock, 365 days a year. We also monitor our infrastructure through two network operations centers (NOC) and security operations centers (SOC) and use third-party notification and alert systems to identify and manage threats.
This ensures you and your customers are secure. At Plivo, we believe that businesses of all sizes should get premium customer support when needed, especially given the sensitive nature of online payments.
2. Can the IVR tool integrate and scale as your business grows?
When you sign on with an IVR payment system, you want it to easily integrate with your existing phone systems, payment systems, and CRM software. Also, consider whether the provider’s system can scale with your business. As your transaction volume grows, the IVR system should be able to handle increased demand without compromising performance.
3. Can the IVR customer experience be tailored to your needs?
Choose a provider that allows you to tailor the IVR system to fit your business needs. Whether it’s customizing call flows, payment options, or language support, the system should be adaptable to your specific requirements.
Plivo supports responses by voice or by DTMF keypresses on customers’ phone keypads. You can set up your IVR menu for additional languages so your services are available to more customers, especially in multilingual countries.
Another thing you should also consider is the overall user experience that the provider’s IVR system delivers. The system should be intuitive, user-friendly, and designed to make the payment process as simple and efficient as possible for both your team and customers. For example, Plivo provides easy-to-use APIs and XML that make it straightforward to create custom IVR flows, designed for your specific needs.
4. Is the IVR system reliable with good customer support?
Check the provider’s track record for reliability and uptime. A good provider should offer a robust infrastructure with minimal downtime, ensuring that your IVR payment processing is always available for customers.
While you’re at it, make sure you also evaluate the level of customer support offered by the provider. Look for providers that offer 24/7 support and have a reputation for responsive and knowledgeable service, which is essential if any issues arise.
Plivo: Best IVR payment service provider
Plivo’s Voice API gives you full control over your IVR system, helping you deliver exceptional customer experiences while lowering operational costs. Plivo supports over 220 countries and territories, has seven global points of presence, and has 99.99% uptime SLAs available. Plivo offers competitive advantages such as:
- Ease of use: Plivo’s APIs and XML simplify the process of creating and managing custom IVR flows. Design complex, multi-step customer interactions without needing extensive technical expertise.
- Flexibility: Plivo supports both voice inputs and DTMF (keypad) responses, allowing customers to interact with your IVR system in the way that’s most convenient for them, enhancing user experience.
- Outbound IVR: Plivo enables the creation of custom IVR menus for outbound calls, which are perfect for applications like customer surveys, reminders, or voting.
- Scalability: Plivo’s platform is built to handle large volumes of calls efficiently. With its global reach and high availability, your IVR system can scale as your business grows without compromising performance.
- Security: Plivo offers secure cloud communication services, ensuring that your IVR system complies with industry standards like PCI DSS, GDPR, and HIPPA. This guarantees that customer data is handled securely, building trust and maintaining compliance.
Developers can easily integrate automatic speech recognition (ASR) to ensure your system responds to customers whenever and however they choose to connect.
Setting up an IVR phone tree with Plivo is straightforward. Configure a Plivo number to interact with your web app, which will then deliver a menu and route calls based on customer input. For detailed instructions, refer to Plivo’s product documentation.
Ready to get started with IVR payments for your business? Request a trial with Plivo.
