IVR stands for Interactive Voice Recognition and most people will recognise this if I say it is the system used for a “press 1 for this and 2 for that” kind of service.
These can be great for self directing calls so that less calls require manual answering and direction.
On the other hand they can be extremely frustrating if not designed with the customer in mind. If there isn’t a way out or get help from a human being it can prompt people to hang up and abandon their call.
There is nothing more annoying than the first IVR greeting being irrelevant to the type of call so make sure that every type of call can be self directed from this first choice.
Imaging that you are calling to place an order but are greeted with “for such an such company press 1 and for so and so company press 2” yet you don’t know what the company name is.
Or imagine that you want to ask for some advice on using a product and you get “for new customers press 1 and for existing customers press 2”. This may make you feel as if new customers are more important than existing customers.
Or perhaps you get an IVR by department name yet you don’t know the department that deals with something “press 1 for sales, 2 for HR, 3 for IT and 4 for Finance”.
For all of these instances it’s important to put yourself in your customer’s shoes.
And if you do put an IVR in place for goodness sake go back to your customers and callers after a short while and ask them what they thought of the experience they had so you can make alterations and improvements if you need to.
If you fancy a chat about IVR solutions and how they can help your business give Maxine a call on 01480 718820 (don’t worry we are not a reseller and don’t make any money at all on our telephony recommendations)