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Language switcher

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Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

IVR script examples

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. 

IVR script examples
IVR in practice

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.

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
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IVR script best practices and mistakes to avoid

  • Avoid too many menu options

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.

  • Place extension numbers at the end

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”.)

  • Keep it simple and write for the ear

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.

  • Inform customers of wait times

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.

  • Consider a callback option

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 script examples

IVR greeting messages

IVR menu options

Waiting on hold

Maximum wait time reached 

Queue callback messages

After-hours messages

Holiday closure messages

Voicemail messages

Frequently asked questions

What does IVR stand for?

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.

How do you record IVR messages?

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.

How do you greet a customer on a call?

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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