Ordering Pharmaceuticals via Interactive Voice Response (IVR)

The demand for prescription medicines for any number of mental and physical ailments means an increase in customer interaction for you and your pharmaceutical staff. This is an overwhelming experience for some, especially if you run an independent community pharmacy. Without the necessary people power to fill subscriptions or answer questions, your small business might lose established customers and stall when attempting to bring in new ones.

Automation is the key

As with many operations in today's high-speed world, automation is the key to easing this struggle. Many people think this is just at the computer end of a business. However, artificial intelligence has also reached the phone in the form of Interactive Voice Response (IVR). As a consumer, you have dealt with IVR before when contacting pharmaceutical distributors, billing companies, or your local cable company. The concept is the same for pharmacy IVR systems.

How IVR works

The technology allows a computer to interact with a human voice. The most common questions and answers are programmed into the system along with commands that register names, telephone numbers, and prescription codes for refills. The customer can order their medicine via voice prompts or, in some IVR applications, push-button responses. As the customer completes their call, the IVR system completes the data transfer, compiles the information, and displays it on the computer as an order message. If customers wish to speak with you or your pharmaceutical staff, that option as bypassed as the call is transferred to an available associate.

Maximizing the use of an IVR

IVR is user-friendly but does take some time to program and maintain. If hiring an IT professional isn't in your budget, then consider outsourcing your IVR operations to a pharmacy management system. These organizations, BestRx as an example, handle the day-to-day operations of IVR and other technological systems. They'll work with you to program the proper questions and responses as well as update the script as needed. In addition, not only will you save money but you will also have time to focus on building your customer base.

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