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.
Table of contents
- What is IVR?
- How to use IVR for customer service
- Benefits of using an IVR system
- Types of IVR systems
- 7 tips for using IVR to improve your customer experience
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
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.
IVR systems help reduce the cost of customer service by automating customer service tasks.
IVR systems can automate customer service tasks, which can help improve efficiency and free up employees to handle other tasks.
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:
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.
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.