IVR or Interactive Voice Response enables callers to interact with a call via touch tone menu options and offers callers the ability to choose the type of help they require. Here are 5 tips to help you get the best out of your phone IVR system.
1 Make your IVR personal
Aim to be as personal as possible to each caller. Use a human voice for all messaging rather than a robotic synthesised recording. Above all aim for your IVR to be relevant to what your callers require.
2 Make it simple
Try not to overload your callers with options. Too many button presses can be repetitive for callers, so try to provide them with the shortest route to finding what they need.
3 Make it brief
How much information can someone remember? Try not to say too much in any one menu option, or you may lose callers part way through the call. Short and simple works best.
4 Make it a choice
IVR should be about choice. Make sure that your callers have the option to reach a live agent should they want to speak to someone.
5 Make a connection
Your IVR system needs to reflect your brand and its personality. If the tone needs to be fun, make it fun, if it needs to be serious, make it so. Make sure your messaging connects with your audience and helps to strengthen your bond with them.
When introduced in the 1970s Interactive Voice Response technology was very expensive, however coupled with the growing popularity of VoIP phone systems, this professional business feature is now more attainable. It is used in a variety of ways, from being the first point of contact for many large businesses or contact centres, through to retail ordering, and even providing travel or weather information.
View and download our VoIP IVR infogram. To find out more about Interactive Voice Response for your business, check out our IVR business phone feature. There's no separate IVR software needed, so you can just sign up and start using instantly.