Make Your IVR Interesting

Tips to Make Your IVR Productive

The IVR that you set for your customers is the very first point of contact between them and you. Just as the receptionist once used to be the face of a business, so is the IVR today. Hence, it is important that you make sure that your IVR is as attractive, as interesting and, as simple as possible.

Think & Plan First

Firstly, you need to think thoroughly and carefully before setting up the interaction and automating them. It is a good rule of thumb not to make the interaction too lengthy. This will irritate customers, especially when they are irate, in a hurry, or, are going through anxious moments needing support.

It is also important to take into account the brand of your business. Develop a clear personal or vocal message for customer interaction, a message that supports the brand value of your business.

You also need to do a thorough and comprehensive research on the market to determine the types of customer s who are going to use your automation.

Hire A Professional

It is not always possible for you to determine the best possible way of setting up your IVR. Hence, you need to hire a professional who will be able to help you with the script, the pitching, the phonetics and the linguistics.

Music and Consistency

Smart use of soothing music is a must, as it soothes the mind. Do not use language that is too obscure, so that the listeners have difficulty understanding the message. You also need to make sure that the IVR terminology you use is consistent with the other communication channels like mobile app, your official website, etc. This will guarantee that your potential customers are not confused, as that may have negative impact call containment.

Use Smart Menus

You need to keep the menu options simple and understandable and hence, have the most popular options placed first in your menu. For instance, you need to have a script that says, “Please press 1 for sales related inquiries, 2 for customer service related issues or press 3 for technical support.” However, if you see that your tech support fetches you the most number of customers and is a unique USP for you, have that as option 1 of your IVR script. This will make a difference.

Offer Alternatives

The presence of alternative option in the IVR is one of the most important aspects. The presence of an ‘other’ option always encourages the customers while they are negotiating with an IVR. The nature of this alternative option can vary depending upon the nature of business and the type of audience in question. For that, it is important to listen to your callers and customers through the IVRs. In order to do that, you need to listen to the calls as they progress through the IVR. This practice is termed “Think Side Recording’ through which it is possible for you to listen to the entire in-queue interaction between your IVR and your customers. This subsequently helps you in reviewing your IVR, change it accordingly and making it more interesting.

About One Call Communications

One Call Communications is a leading provider of phone systems in North Carolina. We serve thousands of clients across Greenville, Rocky Mt., Goldsboro, Smithfield, & Wilson. We sell, install, and service business telephone equipment, voicemail and, voice and data network cabling. We install and service premium quality products from Toshiba Telecom. We serve both commercial and industrial clients.

Call us today for your networking and communication requirements.