The cloud-based IVR systems even automate and expedite business communication by providing sophisticated features like customized welcome greetings, call routing, call recording, call analytics, music on hold, email notifications, and CRM integration. Here we are discussing the designing Best IVR To Boost Customer Experience.
The users can customize and extend the cloud-based IVR solutions consistent with their precise communication needs. But a study says that bad IVR experience will make 63% of consumers stop using the company’s products or services.
Hence, businesses got to deliver the exceptional IVR experience consistently to enhance customer satisfaction and promote customer loyalty. While designing and developing an IVR solution, the developers must improve IVR experience by adopting a variety of best practices.
Also, the companies must confine mind these best practices while selecting, customizing or implementing the IVR system. Here are a number of straightforward IVR design best practices for improving customer experience and eliminate customer dissatisfaction.
1. Don’t Include Too Many Options or Levels
Many businesses nowadays choose multi-level IVR to supply more self-service options. Also, they include additional self-service options within the initial menu to scale back the volume of incoming calls.
But the extra levels and options often make it difficult for patrons to avail of information or resolve problems quickly.
While designing or customizing an IVR system, the developers must specialize in preventing customers from navigating through many levels and options.
They must explore ways to limit the number of levels to 3 and keep the utmost number of options to five at any level. Use of IVR To Boost Customer Experience is very common.
2. Prioritize the Self-Service Options
In addition to including but 5 options within the initial menu, the designers also got to prioritize the choices supported by the importance and frequency of customer service. they will easily prioritize the self-service options by analyzing customer call patterns.
For instance, if the IVR is meant to accelerate and automate bill payment, it must allow customers to pay their bills by pressing 1 on their phone keypads.
However, the answer must allow customers to access other self-service options by pressing 2. it’s also important for the developers to prioritize these options consistent with the character and usage of the IVR solution.
3. Keep the Instructions Short and straightforward
Often customers abandon the IVR solution if the introductory message is lengthy and menu option recordings are ambiguous.
Many companies keep introductory messages promotional. But they can’t keep the callers engaged without restricting the length of introductory messages to eight seconds.
Likewise, they have to limit each menu option description to 4 seconds. At an equivalent time, they need to keep the introductory message and menu descriptions easy to know using the everyday language of callers.
The developers must recommend these guidelines to clients while they create the introductory message and menu descriptions.
4. Allow Customers to Interact with Live Agents
Many customers lately choose self-service to collect information or solve basic problems directly without interacting with live agents. But they still got to interact with a live agent to unravel complex problems.
Also, many purchasers still prefer agent-assisted support to self-service options. The IVR solutions must enable customers to interact with live agents just by pressing 0.
The developers got to make sure that a user can interact with a live agent by pressing 0 while using self-service options or rather than using the self-service option. The zero-out will improve customer experience and stop IVR abandonment.
5. Route Calls to the proper Department or Agent
Most businesses lately emphasize on first call resolution to spice up customer experience and satisfaction. they appear for IVR solutions that facilitate first call resolution by routing the incoming call to the foremost appropriate agent, department, or queue.
The designers got to make sure that the IVR solution interprets user input accurately and transfer the decision to the proper agent/department supported the user input.
Also, the IVR solution got to facilitate agent-assisted support delivery supported specific criteria like time settings. The designers must keep the IVR solution customizable enough to route calls that supported various parameters.
6. Enable Customers to Return to the Menu
The sophisticated IVR solutions must route the incoming call to the proper department, agent, or queue by analyzing user input.
But the companies must deploy adequate customer service agents to deliver agent-assisted support proactively. Often customers abandon the IVR system when their calls aren’t answered instantly.
Many users even return to the previous menu or initial menu when their calls are on hold. The IVR solution cannot prevent user abandonment without providing callers with the choice to return to the initial or previous menus directly and instantly. This helps IVR To Boost Customer Experience.
7. Test the IVR under Real User Conditions
The users need IVR solutions that meet their precise business communication needs and deliver optimum customer experience.
The business communication needs differ from one organization to a different. But each customer wants to use the IVR solution quickly and seamlessly. it’s always important for the developers to check the IVR solution elaborately before its deployment.
They can always assess the IVR experience accurately by testing the answer under real user conditions. Also, they will produce more reliable test results by involving real users within the IVR testing process. The test results will help designers to detect and eliminate all defects affecting IVR experience. Try C2sms Solutions Cloud IVR service now.