IVR should be simple because
IVR is typically first point of contact with customer, it should create a good expression .and to do this Company want to provide clear and concise information to quickly give to their customer what they want. Offering too many options or overwhelming them with options will only result in frustration. Keep things simple to reduce call abandonment.
• Make a connection
Your
IVR needs to reflect your brand and its personality. If the tone needs to be fun, make it fun, if it needs to be serious, make it so. Make sure it connects with your audience and helps to strengthen your bond with them.
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Limit the hold function: - By fully utilizing
IVR system you can easily schedule a call back when an agent available .This allows the customer to get on with their day without having hold.
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Provide both voice & Keypad option: - IVRS can be prompted using the telephone keypad or by voice recognition software. Customer can use both option in I
VR. They can use function with phone keypad option and can select their function by voice recognition also.
• Take advantages of Off Hours: - In this day of
IVR technology, there is no excuse for a customer being unable to get a hold for 24 hours a day. At the very least, provide them with the ability to help them .If it’s unfeasible to have a live agent on hand, give them the option to schedule a call back.