Interactive Voice Response(IVR) is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs.
IVR technology do not require human interaction over the telephone there is a pre recorded message which do act as Virtual receptionist and when somebody calls the call is attended by the customer. The prerecorded message is known as IVR.
IVRs allow your customers to solve their own problems and obtain the information they are searching for without speaking with an agent. Automated customer service made simple.
IVR systems allow companies to easily handle high call volumes. Callers will automatically be directed to the agent or department that is most capable of meeting their needs or will wait in a queue when all agents are busy. Some IVR systems allow the caller the option of having an agent return their call rather than wait in a queue.But there are some points which has to be taken care of before selecting IVR messages.
It Should Not Be Lengthy
IVR should be kept short and to the point so that Customers don’t waste their time and if the IVR is lengthy Customers don’t even want to listen for long. You shouldn’t overload the caller with lengthy pre-queue introductions and lists of things they should have to hand. The best thing is keeping the IVR short and simple.
Don’t Provide Unnecessary Menu Option
It is very important not to provide unnecessary menu option. If several options lead to the same place, dispense with them and your callers will be a little happier when they do talk to you.
Clarity in The Voice
The IVR recorded should be clear so that Customers should understand what exactly is being played . If there will be any problem with the recording in terms of clarity it will spoil your Brand Image and obviously.
Speaking Too Fast Or Too Slowly
Don’t speak too fast or too slowly. Make sure you keep your messages at a pace that everyone can understand.
If you speak too quickly in your messages, customers may not get all the information they need, and they will get frustrated if they have to listen to the message lots of times as they haven’t heard the information correctly.
This is particularly important if you are giving a phone number. At the same time, don’t speak slowly, as customers could lose interest.
Forgetting to provide an exit route
You shouldn’t forget to give customers an exit route. It can be easy to select the wrong option or go through and find you’ve just not selected the most relevant, at which point it’s too late and real frustration can set in.
There has been innovation in the IVR market, and there is good technology available from on-premise and cloud-based vendors. But companies that want to succeed with voice self-service today must continuously invest in their application to ensure that it’s meeting customers’ ever-changing needs. Always you should keep these point in mind if you are thinking about selecting IVR services for your Company.