10 Best Practices For Using Interactive Voice Response (IVR)

While many people think of IVR as nothing more than an automated voice that tells you to press 1 for sales or 2 for support, IVR systems can actually be quite sophisticated.

When used correctly, IVR can be a powerful tool that can save your company time and money.

However, when used incorrectly, IVR can frustrate your customers and cause them to take their business elsewhere.

In this article, we will discuss 10 best practices for using IVR.

What is Interactive Voice Response

Most people are familiar with the rote telephone systems that require customers to press buttons in order to be directed to the appropriate department or individual. However, these systems – known as Interactive Voice Response, or IVR – can actually be quite sophisticated, and can save businesses both time and money.

IVR systems can be customized to meet the specific needs of a business and can be programmed to route calls based on caller input, time of day, caller location, and other factors. 

Additionally, calls can be recorded for quality assurance or training purposes. And because IVR systems automate many of the functions of a call center, they can free up employees to handle more complex tasks.

1. Keep it short and sweet

When designing your IVR system, less is definitely more. The goal is to make it easy for customers to get the information they need without feeling frustrated or trapped in a never-ending loop of options. So keep your menu options clear and concise, and don’t forget to offer an option to speak to a live customer service representative if they need further assistance.

2. Use natural language

Your IVR system should be designed to understand the way people naturally speak. This means using clear, concise language that is free of industry jargon. For example, instead of saying “Please enter your 10-digit account number followed by the pound sign,” you could say “Please enter your account number.”

3. Offer self-service options

Your IVR system should offer customers the ability to resolve their issues without having to speak to a live customer service representative. This could include options such as making a payment, checking an account balance, or providing information about a product or service.

4. Use voice recognition

If your IVR system offers voice recognition, customers will be able to interact with it using their voice instead of having to use a keypad. This can be a convenient option for customers, as they won’t have to remember any specific key presses. Additionally, it can help to reduce call times and improve customer satisfaction.

5. Offer self-service options

Your IVR system should offer customers the ability to resolve their issues without having to speak to a live customer service representative. This could include options such as making a payment, checking an account balance, or providing information about a product or service.

6. Use natural language processing

Natural language processing (NLP) is a form of artificial intelligence that can be used to understand human speech. This technology can be used in your IVR system to better understand the needs of your customers and provide them with the most relevant information. Additionally, NLP can be used to help automate customer support tasks, such as handling simple questions or requests.

7. Provide an option to speak to a live agent

While IVR systems are designed to automate customer support, there will always be some tasks that are better suited for a human agent. For this reason, it’s important to provide customers with the option to speak to a live customer service representative when they call your business. This will help to ensure that all of your customers’ needs are met in a timely and efficient manner.

8. Integrate your IVR system with other customer support channels

Your IVR system should not operate in a silo. Instead, it should be integrated with other customer support channels, such as live chat, email, and social media. This will allow you to provide a seamless customer experience and ensure that all of your customers’ needs are met.

9. Use data to improve your IVR system

Your IVR system should be constantly evolving and improving. To do this, you need to use data to track customer interactions and make changes accordingly. This will help you to identify areas where your IVR system is falling short and make the necessary changes to improve the customer experience.

10.  Keep your IVR system up-to-date

It’s important to keep your IVR system up-to-date with the latest features and technologies. This will ensure that your system is able to meet the changing needs of your customers and business. It’s also important to regularly test your IVR system to ensure that it’s functioning properly.

Conclusion

By following these best practices, you can ensure that your IVR system is effective and providing a positive customer experience. Remember, your IVR system is often the first point of contact between your business and your customers. So, it’s important to make sure that it’s representing your business in the best light possible. Do this by constantly improving and evolving your system, keeping it simple, and providing helpful and informative messages. By following these tips, you can create an IVR system that will provide a positive customer experience and help to grow your business.

FAQs

What is an IVR system?

An IVR system is a phone system that allows customers to interact with a company without the need for a human agent. Customers can use an IVR system to access information, make purchases, or schedule appointments.

What are some benefits of using an IVR system?

There are many benefits of using an IVR system, including the ability to reduce costs, improve customer service, and increase sales.

What are some tips for creating a successful IVR system?

There are a few things you can do to create a successful IVR system, including keeping it simple, providing helpful and informative messages, and offering a variety of options.

What are some common mistakes people make when using an IVR system?

There are a few common mistakes people make when using an IVR system, including not being clear, not providing enough options, and not having a human agent available to help.