Interactive Virtual Receptionist (IVR System) or Auto Attendant is a call menu tool for businesses of all sizes. This feature allows the caller to choose options via the dial pad on their phone or mobile device or voice recognition can also be set up with pre-set menus. An example would be welcome to Bloggs Ltd press 1 for sales, 2 for support etc. the menu options can be recorded internally or professionally recorded by voice artists based in Ireland.
The automation occurs after an option is selected and your customer will be transferred directly to an employee or department of their choice
“As per feedback HubSpot received, 39% of consumers prefer using phone support over any other customer service channel. Phones are used twice as much email and are the most popular support option compared to every other service medium”
Optimise Your IVR Call Menu
The options that your IVR system presents to callers are crucial and there are three points below that you should follow:
- The number of options
- The order in which options are presented
- How the options are worded
Ideally, an IVR should include three or four menu options. Any more options on the menu and callers can get frustrated listening through all the options.
The options used most frequently should be first on the menu as this will improve your customers’ experience and get them to the team or team member they want to talk to.
Include Straightforward and Simple Messages
The recorded messages that a caller hears through your IVR system should be short and to the point. You want to keep things clear and understandable through the script you provide to the voice-over artist or if you are recording in-house.
Maintaining clarity is particularly important for the first communication a caller hears when they call your business. Tell them whom they’ve called with a welcome message/greeting and what they need to do to navigate your menu.
Information Regarding Queue Position or Wait Time
Some phone systems will provide how long your customer is waiting to answer and what position they are in the queue. This information can be made available to your customer so they know how long they will be waiting to be answered and where they are in the queue, you may also have the option to offer them a call back where they leave their details in a message.
Make Your Sure Your IVR System Is Flexible
Your customer service strategy may change based on the variables impacting your team. For instance, your agents may only be on the clock at certain times or your hours may vary if it’s a holiday. Your IVR system, therefore, must be flexible and let callers know about any updates to your service.
If someone calls when your business isn’t operational, they need to hear different messages. Your IVR system should apologise for the inconvenience, then tell callers when your lines will be open and give them other options to find answers to their queries. That could mean directing them to a voicemail, email address or website.
Music on Hold
Music on hold or information customers may find useful is essential to your IVR set-up, without it customers are waiting in silence. This can also be an advantage to your business as you can set up messages about upcoming events, sales or support information that will be useful.
Provide Tier 1 Support
An IVR can also be set up to recognise customers’ numbers or names, which will allow them to jump the queue or get answered within a certain time, these customers may have SLA agreements that have to be matched and the IRV will allow you to manage these customers more effectively.
Call Us Now
Conversation Piece has offices in Dublin and Cork and offers Cloud VoIP Systems for companies all over Ireland. Contact our team to find out more about Automated IVR. Free Phone 1800-300-677 or info@conversationpiece.ie.