3 ways to enhance your Interactive Voice Response (IVR) system
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- 26 Aug, 2019
An Interactive Voice Response (IVR) system can be a double edged weapon for users contacting your customer service Centre. If your system is good enough it can help them contact you more easily and save them time, but if it's badly done it can lead to frustrated customers that don't want to deal with you again.
According to the researches of Interactions Corporation, 83 percent of the people who will have a negative experience with your customer service will try no to deal with you later, which is clearly something you don't want.
In this article, we discuss how can you make the experience of your customers better with an enhanced IVR system.
Be available all day
Even if employees are not working with all day round shift, you need to make your IVR system available to help customers who call outside your working hours.
Basic information should be provided easily and clearly like when are you going to be available or your working days and hours or even maybe other methods users can contact you.
Just like a website is available for purchases at any time you need to enhance the phone experience of your customers phone service to make it available all the time to get more positive responses and avoid frustration.
For example, if a customer is calling a bank and looking for the service to know his bank account balance then he should get to the service easily and at any time even if your employees aren't available. After reaching the service on the IVR menu you can tell him that he can for example use the internet banking service or any alternatives or when he can call again or visit one of your branches.
Reduce the menu options
Reducing the menu options can save time and facilitate the experience of the users as they can find their answers easily.
A long journey of choices can frustrate users and let them recall you in some cases, so it is better to make the menu as simple and easy to navigate as possible. While doing this, also take care of not putting many parallel choices that make users feel bored when they call you.
Consider visual IVR