Get More Engagement with Interactive Voice Response (IVR) in 2019
Interactive voice response (IVR) systems have traditionally been used as business optimization tools. Modern IVRs are a powerful tool for customer engagement. IVR systems have allowed callers to resolve straightforward customer service interactions by themselves, over the phone, without ever having to speak to a live agent. Today’s modern businesses use their IVR systems for much more than routing a caller’s inquiry; they are now tasking them in entirely new ways.
There are 5 easy tips to optimize interactive voice response (IVR):-
They ensure superior customer engagement in 2018
Keep a close watch to identify weaknesses and shortcomings
Take a look at your IVR script and listen closely. Do you think this is a flaw in some areas or is there a potential blooper that can seriously harm your business? Self-review has underrated and therefore, in order to overcome potential obstacles and weak points, you need to regularly review your script so that it can make your client clear and crisp. The best way to identify these weaknesses is to track the selections that customers make while interacting. It should also be noted that you might need to change the order, add or remove a part of the script when your business rolls over new products/services or discontinuing them.
Fix your menu options with less than 5 and make it reflect customer preferences
The truth should be told – many menu options will be disappointing for your customers. Often customers search for very simple and general information services. Since the number of menu options increases, the callers can get confused quickly. Therefore, it is important that you avoid many options with heavy options also limit your menu options. Customers don’t want to wait until the end of the menu to hear the option they want. Hence, it is crucial that you analyze the most important and popular options with your customers to determine in which they should appear. Customers should also be provided the option to repeat or go back to a previous menu.
The customer should be able to talk to the agent through the third menu
We are humans and in the time of emergency, we rely on other humans to solve our concerns. While your Interactive Voice Response (IVR) should be designed in such a way that it is capable of resolving various issues but it should have a provision to talk to the human agent ideally by the third menu option. It is entirely up to you to put this option directly in the top or front menu. However, increasing your call volume by putting the option up-to-the-clock. This buried deeply from the four menus, operating costs decrease, but the number of hang-ups also increases.
Maintain consistency in brand voice and language
Companies should strive to maintain consistency in brand voice and language across all mediums of interaction. It is essential to use the same set of terms consistent with your company’s other channels like social media, web, mobile, print and others. For example, if an IVR prompt uses the term ‘customer troubleshooting for technical assistance, the same terminology should be used on Twitter customer service pages, the company website, and all other mediums. This approach is necessary because your customers will be able to feel that they are communicating with the same company no matter which medium of interaction they are using.
Don’t overplay things
While revamping your menu options from time to time is a good strategy. This is because frequent callers use to a certain menu structure. They will surely hate it if you tweak your structure numerous times within a few months. A gradual approach is the best as it will let you verify which of the changes made an impact.
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