19 Ways to Create a Great IVR Experience Related Articles Call Centre IVRs - How to Review and Improve Your IVR What Is an IVR and How Can It Benefit the Contact Centre? Interactive Voice Response (IVR) Systems: What to Look Out For 43 Things You Should NOT Do With Your IVR Messages 8,270 Filed under - Hints and Tips, CX, IVR Solutions Our readers share their thoughts on how to ensure your IVR pleases your customers – rather than driving them away. 1. Don’t use obscure language in your prompts Don’t use obscure language which the caller will not understand. With thanks to Darren 2. Make sure your IVR terminology is consistent with other channels Make sure the terminology you use in the IVR prompts is consistent with other channels, such as web, mobile app, etc. Otherwise, multichannel customers may become confused in the IVR. This could negatively impact call containment and IVR success. With thanks to Darren 3. Make your most popular option the first Analyse which menu option is the most popular and make this option one. For example, the IVR says “press one for Sales, two for Customer Service and three for Technical Support”. If Technical Support is the most popular option, change the message to say “For Technical Support press one”. 4. Look for outliers When it comes to DTMF analysis, it is all too easy to assume that working out a mean average will help you to better understand your customers’ experience in your IVR. But sometimes the average has no meaning. For example, the majority of customers may press one DTMF key, followed by 10 DTMF keys to enter their pin. The mean average would suggest that there are approximately 4/5/6 DTMF keys being pressed per interaction. Yet this holds no truth. It is a much more effective exercise to plot each interaction separately and look for outliers in your data, e.g. the customer who has pressed 128 DTMF keys, and address the issues that have led to that anomaly occurring. With thanks to Lode Vande Sande 5. An ‘other’ option encourages customers to stay in the IVR We have an option that states ‘other’, as opposed to directly asking the customer if they would like to speak to an agent. This helps us to keep our customers in the IVR. With thanks to James 6. Listen to callers moving through the IVR Most of us listen to calls in the contact centre, but it tends only to be when the call is connected to the agent. Instead listen to calls progressing through the IVR. This is called “Think Side” recording, through which you can hear the whole in-queue experience. It can be a real eye opener and will also help you to see where things are going wrong in the IVR. With thanks to Jonty 7. Don’t use your IVR menu as a reporting tool to track customer choices One of the most common pitfalls to avoid is using your IVR menu as a reporting tool to track customer choices, rather than as a routing or self-service tool. With thanks to John 8. Set your IVR to prompt for a PIN if an unrecognised number calls through We have integrated our IVR with our CRM system. One issue we quickly found was that many customers use withheld numbers, which blocks our IVR from recognising the customer. To overcome this, we’ve set our IVR to prompt for a PIN if an unrecognised number calls through. This allows us to deliver a personalised experience to a greater number of customers. With thanks to Vijay 9. Regularly review your IVR Avoid a ‘deploy and forget’ approach. Regularly work on your IVR requirements, as these change through time. An IVR that is fit for purpose in year one may no longer fit the customer in year three. Regularly analyse, tune and re-analyse your call flows to improve call completion rates in your IVR. With thanks to Darren and Neil 10. Make sure the voice on your IVR matches your brand Make sure the voice on your IVR matches your brand and values. With thanks to Ian 11. A numeric pin is less sensitive to accents We chose a numeric pin as the customer key phrase, as pronouncing the numbers is seen as less variable with accents than a pass phrase. With thanks to Alex 12. Review your IVR based on customer satisfaction surveys We review our IVR set-up based on the feedback we gather via our satisfaction surveys. With thanks to Dave 13. Ensure all of your FAQs are included in the IVR options Find out what your agents are being asked on a regular basis. Then load these as options in the front of the IVR, so they are heard quickly before the customer presses 9 for an agent. With thanks to Dane 14. Call customers back after they use the IVR to ask for feedback We have been calling customers back after they use the IVR to ask for feedback. This helps us make changes as needed and ensure the IVR supports our customers’ needs not just ours. With thanks to Kate 15. Ask 2 questions maximum Ask 2 questions maximum – with 5 options maximum on each question. With thanks to Dave 16. Integrate your IVR with your internal CRM platform Integrate your IVR with your internal CRM platform in order to automate options and allow customers to self-serve. This will also increase agent visibility on the incoming contact. With thanks to Dominika 17. Condense your IVR options to speed up the process Condense the number of options on your IVR so customers can get to an agent faster – and without needing to listen to too many messages. With thanks to John 18. Make sure the options match current contact reasons We review our IVR every month. We may not make a change, but we make sure the options match current contact reasons. With thanks to Kate 19. Give your customers the chance to repeat the menu options Always give your customers the chance to repeat the menu options if they wish. With thanks to Dave Is your IVR great? Author: Megan Jones Published On: 8th Apr 2015 - Last modified: 21st Jul 2017 Read more about - Hints and Tips, CX, IVR Solutions Recommended Articles Call Centre IVRs - How to Review and Improve Your IVR What Is an IVR and How Can It Benefit the Contact Centre? Interactive Voice Response (IVR) Systems: What to Look Out For 43 Things You Should NOT Do With Your IVR Messages Related Reports eBook: Five Trendsetters in CX Innovation White Paper: How to Drive Business Improvements with Customer Insights Report: Customer Experience Horizons eBook: How Customers Can Lead Your Business Transformation in 2024 4 Comments Some great comments here. However while point 3. is good In theory, it is unlikely to be effective. That’s because ‘Customer Service’ is usually the most popular option. Listing it 1st will catch too many of the ‘other’ calls (Sales, technical etc.). It’s often best to put your hardest to define call groups first. That means you prevent these calls from wrongly entering CS (or another department) and being transferred out again. Suzanna Hyatt 8 Apr at 17:27 Love this article! There is no such thing as a bad IVR – there are just some badly designed IVRs. Anything done badly will be a bad customer experience. If we think of the IVR as part of the customer journey along with voice, retail and digital channels it can be an effective part of the overall customer experience. Dougie Cameron 9 Apr at 09:43 Great reality,which still many Executives are working on. Fortune 500 are working for great Experience but still are not satisfied. Implementing this real time opportunity could help many customers to enjoy the level of service they actually want as per the living standard of that Country. Every year as per US Economy they have to go through a loss of 12bn $ because of poor customer experience,customer tend to seek for new suppliers. Advisor”s at the front line staffing should skilled with social values,ethics,motivated in life and needs to work as analysts who should really escalate the issue which are really impacting the Customers Mindset,which I believe a first step forward would a great IVR as mentioned in this blog. Great Stuff!!!! Keep going….Cheers Nitin Maulekhi 18 Apr at 14:32 Very interesting article, I found point 6 very intriguing, have never thought of recording the customer going through the IVR to gain feedback. Might have look in to this further as believe you will probably get better feedback doing this than using automated surveys. 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