Using IVRs is an important part of the customer experience. They can provide information, answer questions and perform other tasks that would be difficult or impossible for human operators to do. If you’re not using IVRs properly. However, it may be time to consider another way of getting your customers what they need. Here are some tips to optimize your IVR for greater customer satisfaction.
Start with the basics.
IVR systems are designed to help businesses, but they can also be used for a variety of purposes. The first step in optimizing your IVR is to identify what the most important functions are for your company. You might have a general idea. But if you’re not sure where to start or how exactly this will work in practice. There’s no harm in taking some time to think about what kind of business you want it to help run. And then figuring out how best to do so with an IVR system.
If you’re looking at internal communications with customers. Then consider creating automated phone systems that allow employees and managers alike access directly from their desktops. Rather than having them dial into another line just because someone needs something from them right away (or vice versa). This way everyone has access anytime!
- Keep it simple.
When you’re creating a menu, keep in mind that the more options you have for customers to choose from. The more likely they will be confused and frustrated by your system’s inability to provide them with what they need at that moment. This is especially true when it comes time for them to place orders or make payments with your company. As we’ve discussed before, these are two of the most common IVR usage scenarios. So why complicate things? If one line of code can handle multiple tasks (and it should). Then so should all lines of code within an IVR system!
- Use consistent formatting and tone of voice across all menus (no matter how many options there are).
It’s easy enough for someone who doesn’t know much about computers or programming languages like C++ or Java (or even HTML) where each option has its own button/menu item. But not everyone has that knowledge base or ability level required by developers today any more than they did 15 years ago when I started my career at Verizon Wireless back then . . .
Make sure you have up-to-date information on your IVR.
- Make sure you have the right information for your customers.
- Make sure your staff has access to the proper information.
- Make sure it’s updated regularly.
Offer ways to get help other than calling a hotline.
It’s important to offer ways to get help other than calling a hotline. You may want to consider offering email, chat, or social media options for customers who want more information about your product or service.
Having a section of your website dedicated to frequently asked questions and concerns is one way to do this. Consider asking visitors who visit this page. If they need any additional assistance before proceeding with their purchase process.
Get feedback from your customers.
Get opinions from your clients.
The best way to know what your customers want is to ask them directly. Ask them for their ratings on the IVR experience, and make sure you get some kind of response (even if it’s just a “yes” or “no”). You can also use this as an opportunity to ask them specific questions about how they like being greeted in your IVR. Did they like hearing their own name? Did they feel like there was enough information given before they reached a live person? What questions did they have at that point? What would make their experience better next time around?
Another good way to learn more about customer satisfaction is by conducting surveys after each call. If possible, send out a link via email or SMS text message. So that people have time between calls so they can take a quick survey while waiting for someone else instead of having five minutes of idle time every single day. This will help ensure accuracy when analyzing results later on down the road!
IVRs are useful, but they need to be properly maintained and updated regularly.
IVRs are a great way to provide information to customers. But they need to be properly maintained and updated regularly. If you don’t keep your IVR up-to-date. It can become outdated and lose its effectiveness as a tool for customer satisfaction.
There are many benefits of using an IVR system:
- They increase call volume by providing customers with helpful information on the phone or through email (for example, when they call about an order). This means that fewer calls will go unanswered due to people being busy or having questions about their orders.
- They reduce costs by reducing calls made via telephone lines at businesses that don’t have one yet. A common occurrence in many industries where there isn’t much competition yet (eSports!)
Conclusion
The key takeaway from this article is that IVR systems are useful tools, but they’re not magic. They need to be maintained and updated regularly if they’re going to work effectively for you. And that means keeping customers informed about their service options and offering ways to get help other than calling a hotline. And make sure you have up-to-date information on your IVR.
