Having a professional IVR system in place can go a long way in helping businesses improve their phone support and increase customer satisfaction. An efficient IVR script not only lets you automatically route incoming calls to the right departments or agents but also eliminates long hold queues and waiting times. IVR greetings and messages that your callers hear when they call your business set the tone for the entire interaction, so it’s important to get them right.
Well-written IVR scripts can boost brand perception and create effortless and delightful customer experiences for every caller. Meanwhile, ineffective IVR scripts may frustrate and confuse callers, resulting in a lasting negative impression of the business. Use the following IVR best practices and IVR script examples along with some of the most common phrases for creating your own IVR scripts.
A long and complicated IVR menu can be difficult for callers to navigate – it’s generally recommended to provide up to 5 main menu options that should be listed in order of importance.
Callers may not know which extension they’re looking for, but they do know which department they need – ensure they always hear the option before the action (“For sales, press 1”, instead of “Press 1 for sales”.)
Use a language that is clear and easily understandable for everyone who may be calling your support line – avoid any unnecessary specific industry terms, abbreviations, and complicated words.
Let callers know how long they will have to wait to get connected to a live agent whenever you must place them in a call queue or on hold so they know what to expect and can manage their time accordingly.
When the lines are too busy and the hold queues are too long, make sure to enable an automated call-back function to shorten call queues, reduce customer effort and the number of abandoned calls.
IVR stands for Interactive Voice Response. IVR is a system that allows users to interact with companies by phone and automatically chooses a course of action for the user to follow.
You can record your IVR message by using the voice recording option in your call center software. First, you need to create an IVR group for a department or a service, and then you can record your voice.
When greeting a customer on a call, you can use the phrase “Hi, [NAME], how are you?” or “Hi, [NAME], how can I help?”
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