September 1, 2022

IVR Customer Service: 7 Tips to Improve Your Customers’ Experience

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IVR Customer Service: 7 Tips to Improve Your Customers' Experience

Interactive voice response (IVR) customer service can be a great way to improve your customers’ experience. By using an automated menu system, you can help customers get the information or help they need quickly and easily. However, there are a few things you can do to make sure your IVR customer service is providing the best possible experience for your customers. In this blog post, we outline some tips for improving your IVR customer service.

What is IVR?

Interactive voice response, or IVR, is a type of customer service that allows customers to interact with a menu system via phone. Customers can use IVR to get information about products or services, make appointments, or even make purchases. IVR systems can be very helpful for businesses, as they can automate customer service and help reduce wait times.

How to use IVR for customer service

Using IVR for customer service is a great way to improve the customer experience. By using an IVR system, you can provide customers with a quick and easy way to get the information or help they need and help reduce wait times for customer service representatives.

Benefits of using an IVR system

When setting up your IVR system, make sure to give customers the option to speak to a live person

There are many benefits of using an IVR system for customer service. Some of them include:

Reduced wait times

By using an automated menu system, you can help reduce the amount of time customers have to wait on hold.

Improved customer service

IVR systems help you provide better customer service by allowing customers to get the information or help they need quickly and easily.

Reduced costs

IVR systems help reduce the cost of customer service by automating customer service tasks.

Increased efficiency

IVR systems can automate customer service tasks, which can help improve efficiency and free up employees to handle other tasks.

24/7 availability

IVR systems can be available 24 hours a day, seven days a week, which can be helpful for businesses with extended hours or global operations.

Types of IVR systems

There are two main types of IVR systems:

On-premise

An on-premise IVR system is installed on your company’s servers. This type of system is typically more expensive than a cloud-based system, but it offers more flexibility and customization.

Cloud-based

A cloud-based IVR system is hosted by a third-party provider. This type of system is typically less expensive than an on-premise system, but it offers less flexibility and customization.

Which is better? For many businesses, a cloud-based IVR system is the way to go.  Cloud-based IVR systems are most often less expensive than on-premise systems, and they offer the same features and functionality. Cloud-based IVR systems are also easier to set up and manage than on-premise systems.

7 tips for using IVR to improve your customer experience

Offer the option to connect with a live agent

When setting up your IVR system, make sure to give customers the option to speak to a live person. This will allow them to get the help they need if they are having difficulty navigating the IVR menu.

Create a simple and clear IVR menu

Make sure your IVR menu is easy to navigate. Customers should be able to easily find the information or help they need. If your IVR menu is confusing, customers may become frustrated and give up. Keep your IVR messages short and to the point. Customers do not want to listen to long, drawn-out messages. Keep your messages clear and concise so that customers can easily understand them. 

Another best practice to follow when creating your IVR menu is to use natural language. Perform user research to determine which phrases and language most resonate with your customer audience. Then use what you find in your prompts. This will make it easier for customers to understand what they need to do and will make it more likely for customers to use the IVR.

Update your IVR menu when options change

If you make changes to your products or services, make sure to update your IVR menu accordingly. By keeping your IVR system up-to-date, you can ensure that customers always have the most accurate information. Find a software and system provider that makes it easy to glean insights from IVR system data and then implement those learnings to fine-tune your system. You can gather insights from agents that talk directly to customers as well.

Set your team up for success

Be sure to provide customer service representatives with the tools they need to handle calls from customers who have used the IVR system. Keep them up-to-date on what menu options are available. This will ensure that your customer service team is prepared to assist customers who contact your company.

Diversify your customer service options

Consider using IVR for customer service in addition to other channels, such as live chat or email. This helps you reach more customers and provide them with the best possible customer service experience.

Check your IVR system on a regular basis

Monitor your IVR system regularly to ensure that it is functioning properly. If any problems occur, you can identify them and fix them immediately. When IVR programming is counterintuitive or broken, callers won’t use it and it will be a waste of time and money.

Measure your system’s effectiveness

There are a few key metrics you can measure to track the effectiveness of your IVR system. These include customer satisfaction, first call resolution rate, and abandoned call rate. By tracking these metrics, you can identify areas where your IVR system needs improvement.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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