6 Tips for Creating a User-Friendly IVR System

That IVRs are beneficial for business enterprises is beyond doubt. However, its implementation could lead to caller frustration and customer churn. Enterprise clients may blame the IVR developer but it takes two to tango. Better understanding will help developers come up with a user-friendly and functional IVR that delivers delight instead of rage.

1. Shortcut to human agent

The IVR system can look like a wall to some customers who simply do not like the lengthy process of key presses. One way to keep them happy is to provide an option for them to be able to speak to a human representative in the first menu itself. Callers are more likely to use IVRs if they know they can get through to a person on the first attempt instead of being stonewalled with set responses.

IVRs are put in place to reduce load on human agents and because they are available for customers 24x7. This also means when you offer a human agent contact option, the IVR should have some findme/follow me feature ported to mobile so that the caller does get to talk to a person about his problem.

2. Identify caller and guess purpose

Smart delivers go beyond the mechanics of IVR solution to incorporating CRM into the ecosystem and endowing it with some Artificial Intelligence. AI certainly helps:

• The caller can be identified by name by referring his number in the database
• His purpose can be identified based on his past interactions with the company
• Sense his mood and respond appropriately or transfer call to human agent.

3. Prompt response

IVRs work on a series of prompts and responses. Say, a caller has followed a prompt. It is for the IVR system to initiate the right response as fast as possible instead of putting the caller on interminable hold.

4. The fewer the options, the better

It is tempting to design a menu that has anywhere from 1 to 9 options but by the time the system enunciates these options the caller has forgotten which number relates to which option. The best way is to include four options in a tree and branch structure. Callers remember. It takes less time.

5. The more important ones first

Which caller will like to wait until option 9 is stated, which is what he needs. If he is presented that one first, he will be a happy caller. Is this possible? Can the IVR identify number and link to database to decide on a set of menus to present the caller based on history and transactions? It should not be difficult if you have the right IVR solution provider.

6. Be ready to modify and refine

Do not be complacent that once an IVR system is in place there is nothing more to do. In fact, it is a starting point. The IVR should have some sort of data collection and analytics features so that user behavior can be monitored and taken as inputs to tailor the solution to fit caller expectations.

Source: https://ivrsystemdesign.wordpress.com/2018/12/28/6-tips-for-creating-a-user-friendly-ivr-system/

IVR Development for Businesses –Avoiding the Pitfalls

IVR arrived on the scene. Businesses adopted it in droves. IVR does help businesses save on manpower costs and provide a measure of self service. No less important is that the system can gather data and also fetch data from a backend CRM. However,  interactive voice response systems delivered on some promises but became the cause of customer churn in some cases. This can happen to your business due to a dumbed down IVR with a rigid set of responses. Callers can become extremely frustrated. They will leave.

IVRs are truly helpful for business

A business can adapt an IVR according to the purpose. IVR systems can provide information to callers. It can also be used for payments and for carrying out surveys as happens in outbound IVRs but the main focus is on inbound IVRs as a versatile business aide. By providing self service companies need not have employees dedicated to the task. They can work on something more productive and business certainly benefits.

IVR has pitfalls too

Since most business owners are not aware of the capabilities of IVR and also its pitfalls, they usually go in for a set of structured responses according to the purpose. As always happens, this type of system developed on the basis of anticipated queries can only give limited satisfaction. Some may make it more complex. This leads to innumerable key presses and wait times. In both cases, the caller becomes frustrated and shifts loyalties elsewhere.  Fault is not in the IVR but the way it is understood and implemented. Should you wish to implement IVR then it is wise to know the advantages and avoid pitfalls of IVR by retaining an expert and experienced company for IVR solution development

Pitfall one

A rigid hierarchy of responses implemented in the IVR means callers can only have limited options. Getting through to a live agent may not even be a feature and this can be quite frustrating. Solution: If you must implement a limited functionality IVR then at least analyze and research call patterns and query patterns so that the IVR answers most queries. Also, let your developer know that he will be required to make changes as you get feedback.

Pitfall two

Too many branches to the tree. Companies think that a portmanteau IVR that covers all possible queries and purposes. This leads to development of a very complex IVR with many branches and innumerable key presses. A caller who is in a hurry not only gets frustrated; he can become furiously enraged that he is getting nowhere. Solution: In this type of scenario a dynamic IVR solution implemented by specialists in IVR development helps you get it right and avoid customer churn.

Pitfall three

Not understanding or accepting that some callers may like to talk with a human agent. The wise thing is to provide this option right at the start of the interaction but then companies may ask, if a human agent is to attend calls what is the point of IVR? Solution: Dynamic IVR with a measure of artificial intelligence is what modern businesses need to make IVR a delightful customer experience. AI in the IVR can sense a caller’s mood and switch him to a live agent! Dynamic IVR can help companies customize the tree to their liking based on customer feedback and delight callers with fast resolution.

There is a lot that can be done with dynamic IVR implementations in business and when you have the right IVR solution Development Company, your business grows, costs reduce and customer base increases.