Interactive voice systems (IVR’s) were once touted as the miracle solution for contact centres. Yet they have a fundamental flaw; consumer’s just don’t seem to like them! To address this, IVR’s need to be designed with customer experience rather than business priorities in mind.
Introducing an IVR has a whole host of benefits. It frees time for staff, reduces costs and when implemented correctly, it simplifies customer choices. So why then, do only 15% of us believe IVR’s actually improve customer service?
![IVR's can impact customer experience](https://d20hvw4zeymqbm.cloudfront.net/wp-content/uploads/2020/04/ivr-impacts-customer-experience.jpg)
Common IVR Mistakes
When it comes to implementing a new IVR, many businesses (and their IT Partners in conjunction) focus too much on the cost benefits and not enough on improving customer experience. Which after all, is what the IVR was made to address. Common mistakes include:
1. Bombarding customers with multiple menus:
It’s tempting to create complex menu trees for callers in order to obtain as much information as possible before connecting them to an agent. This is time-consuming for customers to navigate and significantly increases the complexity of the initial customer engagement.
2. Hiding contact information:
There’s nothing more frustrating than being stuck in an IVR, unable to identify the correct department. Worse still, is the department not being listed as a clear option in the first place. This can be perceived as the system trying to prevent any caller from getting to an agent and can make the consumer feel unvalued by the brand.
3. Lack of timely updates:
Offerings and policies are constantly changing, but companies often neglect to update their IVR system. This results in incorrect and confusing information being shared, which creates disconnect between the customer and the brand.
The impact of these seemingly small decisions can be great. 81% of consumers claim an IVR has caused them to abandon a call to a business in the past year (imagine all those lost sales opportunities), whilst 51% have stopped using a business entirely because of a poor IVR experience.
Creating a customer centric IVR
IVR’s are affordable, effective sales tools when utilised correctly so encourage clients to take a customer centric approach. Focus on the 3 tenets of customer satisfaction: fast resolution, personalization, and a consistent experience across channels.
1. Fast Resolution
Above all else, what customers want more than anything is a quick answer to their queries and they’re likely to use the channel that brings them the fastest response. Keep IVR menus at the required minimum and request necessary information as concisely as possible. To speed up the resolution time for previous callers, consider integrating your supported CRM with their phone system, so you’ll have important customer information to hand, as soon as you receive the call.
2. IVR Personalisation
Customers want IVR solutions that are tailored to their needs. Offer differentiated approaches for new vs existing customers and those reaching certain departments. For example, someone trying to reach the complaints department is likely to be in a negative mindset prior to initiating the call, and they may be less willing to answer your phone survey or listen to lengthy pre recorded messages. In this instance, offering them a simple selection in the first menu tree with a direct escalation route to an agent in the second may be the perfect solution, as it’s quick whilst still giving the agent time to prepare for the conversation to come.
3. Consistency
The way a consumer experiences your business should be uniform across all channels. Ensure a consistent approach by evaluating your clients website, social channels and live chat communication before designing their new IVR. It will not only help to ensure consistency in tone of voice and brand ethos, but will also help to ensure that any information shared is accurate. Conducting reviews throughout the year is the key to maintaining consistency, giving you the chance to keep to up to date with significant changes to the business or its offerings.
IVR’s don’t need to be the bad guy of communication. Keep your target audience front of mind, focus on their purpose, priorities and mindset at the time of calling and you’ll design a system that boosts sales rather than diminishes them.
Free analysis of your website https://ztd.bardou.online/adm
SEO Optimizers Team https://ztd.bardou.online/adm
Thank you for your sharing. I am worried that I lack creative ideas. It is your article that makes me full of hope. Thank you. But, I have a question, can you help me?
A strong anabolic androgenic steroid, Anadrol is a performance enhancing drug that is trusted by thousands of amateur and professional athletes online cialis
buying prescription drugs in mexico: mexican online pharmacy – mexico drug stores pharmacies
mexican online pharmacies prescription drugs
https://cmqpharma.com/# п»їbest mexican online pharmacies
medicine in mexico pharmacies
buying prescription drugs in mexico online
https://cmqpharma.com/# buying from online mexican pharmacy
purple pharmacy mexico price list
Thank you for your sharing. I am worried that I lack creative ideas. It is your article that makes me full of hope. Thank you. But, I have a question, can you help me?
Your article helped me a lot, is there any more related content? Thanks!
the canadian pharmacy: canada drugs online – legit canadian pharmacy
mexican drugstore online: mexico pharmacies prescription drugs – mexican rx online
http://indiapharmast.com/# top 10 online pharmacy in india
mexican pharmacy mexican rx online mexican pharmaceuticals online
mexico pharmacy mexican drugstore online mexico drug stores pharmacies
http://indiapharmast.com/# india pharmacy mail order
indian pharmacies safe: cheapest online pharmacy india – india pharmacy
mexican drugstore online: buying prescription drugs in mexico online – reputable mexican pharmacies online
buying prescription drugs in mexico online medication from mexico pharmacy mexico drug stores pharmacies
best online pharmacy india: cheapest online pharmacy india – top 10 pharmacies in india
http://foruspharma.com/# buying prescription drugs in mexico online
online canadian pharmacy review canadian pharmacy 1 internet online drugstore onlinecanadianpharmacy
buy prescription drugs from india: online shopping pharmacy india – online shopping pharmacy india
canadian pharmacy: my canadian pharmacy rx – canadian online pharmacy
canadian pharmacy online reviews: maple leaf pharmacy in canada – canadian pharmacy online
http://indiapharmast.com/# buy medicines online in india
Online medicine home delivery pharmacy website india mail order pharmacy india
canadian pharmacy 365: canadian pharmacy review – canadapharmacyonline com
legitimate canadian mail order pharmacy: certified canadian international pharmacy – buy canadian drugs
canadian pharmacy near me: canadian pharmacy meds review – canada pharmacy
https://foruspharma.com/# medication from mexico pharmacy
mexico pharmacies prescription drugs mexican rx online buying prescription drugs in mexico online
mexican pharmacy: mexican rx online – medicine in mexico pharmacies
http://foruspharma.com/# best online pharmacies in mexico
buying prescription drugs in mexico mexican pharmaceuticals online mexican mail order pharmacies
top 10 online pharmacy in india: online shopping pharmacy india – buy prescription drugs from india
canadian pharmacy online store: canadian pharmacy online – canadian mail order pharmacy
mexican rx online: buying from online mexican pharmacy – mexican rx online
http://doxycyclinedelivery.pro/# doxycycline 500 mg capsules
https://paxloviddelivery.pro/# paxlovid buy
Paxlovid over the counter paxlovid pharmacy paxlovid covid
clomid online: how to get cheap clomid prices – how can i get clomid online
https://doxycyclinedelivery.pro/# where can i get doxycycline
doxycycline 100mg price in south africa doxycycline 75 mg tab doxycycline tablets cost
amoxicillin order online: amoxicillin 875 mg tablet – purchase amoxicillin online
Paxlovid over the counter: paxlovid covid – Paxlovid over the counter
http://doxycyclinedelivery.pro/# doxycycline online paypal
https://doxycyclinedelivery.pro/# doxycycline pills over the counter
https://paxloviddelivery.pro/# paxlovid for sale
how to buy generic clomid without prescription where can i get cheap clomid without insurance clomid tablets
paxlovid cost without insurance: Paxlovid buy online – paxlovid pharmacy
https://clomiddelivery.pro/# how to buy cheap clomid
ciprofloxacin 500mg buy online ciprofloxacin over the counter purchase cipro
Paxlovid buy online: paxlovid pharmacy – paxlovid buy
https://clomiddelivery.pro/# order cheap clomid without prescription
https://amoxildelivery.pro/# amoxacillian without a percription
paxlovid india: paxlovid generic – paxlovid pill
https://clomiddelivery.pro/# order generic clomid without insurance
buy doxycycline purchase doxycycline online buy doxycycline medicine
Thanks for sharing. I read many of your blog posts, cool, your blog is very good.
ciprofloxacin generic: cipro for sale – ciprofloxacin generic
https://clomiddelivery.pro/# how to get cheap clomid pills
Paxlovid over the counter paxlovid for sale Paxlovid buy online
http://paxloviddelivery.pro/# paxlovid covid
buy ciprofloxacin over the counter: cipro pharmacy – buy cipro
http://amoxildelivery.pro/# amoxicillin 500mg no prescription
http://ciprodelivery.pro/# ciprofloxacin
ciprofloxacin mail online cipro pharmacy ciprofloxacin generic
amoxicillin 500mg over the counter: amoxicillin 500mg price in canada – amoxicillin medicine
doxycycline online without prescription: doxycycline online – can i buy doxycycline over the counter in europe
http://doxycyclinedelivery.pro/# buy doxycycline 100mg canada
cost of doxycycline prescription 100mg doxycycline in mexico cost of doxycycline
http://ciprodelivery.pro/# buy cipro
paxlovid india: paxlovid cost without insurance – Paxlovid over the counter
https://ciprodelivery.pro/# antibiotics cipro
https://amoxildelivery.pro/# buy amoxicillin online without prescription
doxycycline cost uk doxycycline online pharmacy doxycycline online singapore
https://amoxildelivery.pro/# amoxicillin 500 mg cost
paxlovid cost without insurance: paxlovid generic – paxlovid india
http://ciprodelivery.pro/# buy cipro online without prescription
paxlovid price paxlovid pharmacy paxlovid india
buy amoxicillin canada: amoxicillin 825 mg – order amoxicillin online no prescription
get cheap clomid price: can you get generic clomid pills – can i order cheap clomid no prescription
http://clomiddelivery.pro/# where can i buy generic clomid pill
https://ciprodelivery.pro/# ciprofloxacin over the counter
https://amoxildelivery.pro/# amoxicillin discount
paxlovid for sale paxlovid generic п»їpaxlovid
vibramycin: doxycycline south africa – doxycycline 50 mg cost
https://amoxildelivery.pro/# amoxicillin 500 mg tablets
http://ciprodelivery.pro/# ciprofloxacin generic price
amoxicillin 500mg cost: amoxicillin online pharmacy – amoxicillin medicine over the counter
http://doxycyclinedelivery.pro/# doxycycline over the counter south africa
buying cheap clomid without dr prescription cheap clomid price where to get generic clomid online
Can you be more specific about the content of your article? After reading it, I still have some doubts. Hope you can help me.
cipro online no prescription in the usa: buy ciprofloxacin over the counter – ciprofloxacin over the counter
http://clomiddelivery.pro/# cost of clomid now