Customers can talk to an automated voice system via interactive voice responses before they contact your support team. While your customer might not be a fan of speaking to a machine, they are able to resolve their issues or provide basic details to assist your support team to serve them better. An IVR feature can assist you to control your call volume and gather relevant information from your customers. The information that the representative requires to contact the customer is immediately available and the customer does not have to repeat the information.