When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%) chose “Automated Telephone System (IVR)/inability to reach a live person for customer support.” - Capterra

IVR system can be either very helpful or too frustrating for customers in a hurry. A great IVR system allows customers to breeze through a menu to a quick response. A poorly created IVR, on the other hand, can push them into abysmal menu options with no way out. For the latter alternative, businesses may lose their customers in lieu of wasting their time. Customers with a negative experience tend to avoid the company. So, don’t make a mistake and create an effective and user-friendly IVR than can guide them to a straightforward path. Here are some proven ways to do the same.

Offer 24/7 service

Your agent may not work 24/7, but your business should be open and visible to your customers. A company website enables customers to make a purchase and find a solution to their problems. Similarly, an IVR system should offer self-service around the clock. Even the simple answers, like store location or info about operation hours would be a great relieve to stuck customers. Your IVR should be laced with an automated menu so that it can assist customers without a need to speak to a person. If agents are unavailable for a certain duration, convey the message, and offer self-service options. Ask the customers who need human assistance to leave a message with the appropriate department.

Keep options simple and minimum

Your customers may find themselves at sea if you offer them a maze of infinite options. The entire aim of IVR is to help customers find solution and answers. A series of menu options that can be instantly forgotten is the last thing they need. Offer only a few options to choose from at every step of the IVR journey. It is better for customers to quickly make their way through the menu rather than be stuck on a single point for too long. So, do offer options to your customers but don’t overwhelm them by offering too many at once.

Implement visual IVR

Impressive visuals are one of the proven ways to stand out among your competitors. Smartphone users are increasing day by day, and the ideal way to appeal them in one go is visuals. A visual IVR allows customers to touch their way through the menu interface instead of listening to options. Boost this system with advanced features, like wait time, call back, and customer surveys.

Give a human touch

No matter how advanced IVR system becomes, nothing can beat the human touch and communication. You may not offer a human assistance to every customer, but you can give a human touch to your IVR setting. Let IVR system communicate the customers, but ensure that they are greeted with a personalized message and voicemail. It can really bring a difference. A prerecorded message gives a more human touch to an automated system and allows you to connect your brand with the call system.

Collect feedback

Only customers can tell how satisfied they are with your IVR system. IVR system is great to direct customers to the best solution and option, but it can also be used to collect valuable feedback. It will take only a few seconds that what they think about your system. Are there too many menu choices? Does it take long to speak to someone? Does IVR service provider solve their issue? Their valuable feedback will be handy to improve your IVR system.

IVR should ideally assist customers to the point where they need to go. It shouldn’t be an annoying experience. If you have any more tips, share with us.