We wanted to share our expertise on IVR (Interactive Voice Response), or the telephone flow, as some like to call it. A good customer response begins in the voice response dialogue. That’s why we asked our IVR experts to reveal their best IVR tips.
The Interactive Voice Response (IVR) service is visualized as a flowchart showing which modules a call is typically routed through before the call reach a queue or agent. Together, we will set up a layout that is perfect for you, that you can manage and change yourself whenever needed.
Think of how the voice messages interact
“Welcome, we will answer your call shortly” Yes, this does sound welcoming but is it the right thing to say when the queue is actually quite long? To start the customer journey by saying “Your call is important to us” in order to inform in the next second that “Your place in the queue is 134” should also be avoided. And there are more examples to consider. “Your place in the queue is number one,” directly followed by “If you want us to call you, press one” neither support your staff nor serve the incoming customer.
You should take advantage of the fact that you have a moment with the customer’s full attention. Think about what the customer wants to know, not what you want to communicate. Sometimes the best scenario is that the customer is already in the queue and is very happy to have the right answer quickly. Remember that what you say, when in the dialogue you say it and how often you say it is much more important than you think.
Do not irritate the customer
How often do you have an hour to call customer service? Long menus with too many choices can be incredibly annoying. Instead, try to have a fast pace in the dialogue the first time you read the menu. When the menu is repeated, you can change the tempo slightly and be very clear if someone did not really listen with the first time. This is generally the way to go, and you should always remember to customize the menus according to which customer is calling. Complement and facilitate the customer by identifying the caller with A-number identification and direct to the correct IVR based on the customer profile. Or check when the last call took place and what it was about and then offer them to quickly stand in the same queue as the customer chose the last time he or she called. It is not technically advanced, so your contact center solution will be able to handle it.
Reward the customer
Create VIP-queues for your most important customers, and/or make all your customers feel like VIP. “For faster help, please enter your customer number” Here your business can stick out your chin and reward your customers. Why not respond with “Thank you! You have now been placed in a priority queue, and your queue is now number 3 instead of 17.”?
Implement design thinking in your IVR
A useful tip is to reduce the number of choices and add a category called “Other choices”. If you have seven choices on the menu that you want to offer the customer, try to select exactly three of the options and place the other four under “Other.” Gather your most experienced employees in a room and analyze the behavior of your customers. Or even better, ask the customers what they think. We promise that you will discover obvious designs that your customers greatly appreciate if implemented in your IVR.
How to record the best voice messages?
Here are Zisson´s Customer Success Managers best tips:
Tip 1) Focus on sound quality. If you record with your cellphone, you will often hear background noise. But when recording with a landline or IP phone, it gets much better.
Tip 2) Record the message through a program and upload the file. In such programs, one can often make the voice clearer and muffle other sounds. This is how you get a professional audio message.
Tip 3) Speak clearly, and calmly. Read it as if you were talking to a customer directly, with the best “customer service” voice you have.
Tip 4) Write the script before reading, and keep the script concise and precise.
Make every customer feel like the voice messages are tailored to their needs. Being personal is one of the most important ingredients in a well-designed IVR. The customer who is calling is most likely in distress, and calling you should solve their pains as fast and seamlessly as possible.
Make the Interactive Voice Response (IVR) work FOR your customers, and it will be a very cost-efficient, win-win situation for both you and your customers.