Interactive Voice Response (IVR) – a technology that was once used by enterprises has now become an essential part of businesses of all sizes. Other than giving businesses the ability to provide around-the-clock service, it also has multiple benefits. And when done right, it will enhance customer experience and set the voice of the brand.
So, if you are planning to set up your IVR System, then we have some tips for you.
Factors to consider
A good first impression:
First impressions are always important. A warm greeting, expressed in a reassuring and cheerful voice shows the caller that you are ready to help them and helps create a bond of trust.
While greetings are important, do not overdo them. Long greetings will only annoy the callers and hurt the customer relationship. The general rule of thumb when it comes to greeting messages is 6 seconds or under.
The voice matters:
IVR sets the voice of your brand. So, keep it consistent. Hearing different voices could confuse your callers and make them feel that they are not getting quality service.
The choice of that voice is also crucial. People do not want to talk with computerized or robotic voices anymore. Hence pick a clear and professional voice that reflects your company’s goals and values.
The goal of the IVR System is to help customers get answers quickly. So the last thing you want to do is bombard them with long, complicated menu options.
Instead, opt for a series of short and simplified options for every step of the IVR Journey. It is much better for customers to proceed through several steps quickly than to be stuck on a single prompt for too long.
Constant IVR Assessment:
Oftentimes businesses set up an IVR System and won’t look back at it until there is an update or an issue. And by that time they already would have lost a few customers.
Constantly testing and updating your IVR is just as important as updating all other tools and technologies you use. Assessing your IVR also gives you insights into why your customers are contacting you and how your system is responding to that. This can help you modify the structure of your IVR to address the common issues first.
No matter how carefully you craft your IVR System, there is always a chance for error. And no one knows it better than your customers who use it. Hence always remember to listen to your customers.
A quick survey provided at the end of a call allows them to offer feedback on improving the system. It can greatly help in improving your IVR and serving your customers better.
And if you need expert guidance on making your IVR System better, Bautomate has Testing Automation Solution that can be customized to your business requirements. Book a demo to see how.