What Components make an IVR Customer Friendly

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ESSENTIAL COMPONENTS OF A CUSTOMER FRIENDLYIVR
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Introduction
Self Service is the one of the greatest tool for
customer service yet a lot many customers dont
like speaking to an IVR! A majority of them
wouldnt want to get in touch with you at all if
they know they will be greeted by the IVR. In
fact, many of them think that it provides no
value at all. The reasons could be many the
system takes too long to respond, calls get
disconnected and above all, customers are unable
to find the right option. Despite these snags,
the IVR has the potential to become the best
channel of delivering excellent customer
experience. Organizations just need to develop a
system that is user friendly, intuitive and
quick. They need to improvise their
infrastructure to serve the customer better. Here
are some of the chief components of a customer
friendly IVR that organizations must know and
implement.
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01
Know your Customers
Most of the times customers get bogged down by an
IVR system due to its complicated and irrelevant
menu options. An efficient IVR system must be
intuitively designed to understand the customer
needs. The customers demographics, geographical
profile and account history will enable you to
know them and their requirements. The key is to
have lesser menu options and the ones that are
available must be arranged by priority to make
things easier for the customer.
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02
24/7 Connectivity
While your agents might not be available 24/7,
your contact center should be. Just as your
companys website is accessible any time of the
day, you should be ready and available to serve
your customers through an efficient IVR system.
Customers having simple queries can easily
connect with the IVR and seek answers. For
instance, a customer seeking information
regarding a new store location can do so from
IVR. In case, a query entails human assistance,
the customer can always leave a recorded message
or send an email addressed to the desired
department.
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03
Visual IVR
Visual IVR is an ideal way to appeal to the new
age customers using smartphones. It is quite
customer friendly and works simply while keeping
costs low. This option enables customers to check
out the options through their smartphone via
mobile app rather than listen to them over call.
Visual IVR is more efficient and quick, easy to
use, generates better revenue and therefore more
customer centric.
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04
Customer Feedback
The road to designing a great IVR system goes
through their honest feedback. Always remember to
take your customers opinion. A quick survey at
the end of the call or a couple of toll free
texts can help you in improvising greatly.
Getting answers to your questions and
implementing customer suggestions can go a long
way in creating a great IVR system that a
customer actually looks forward to make use of.
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05
Periodical Testing
It doesnt matter how well designed and efficient
your IVR system is, you need to keep testing it
for improvements and keep it optimized. You can
ask some of your staff to call the customer
service number and test out the IVR for basic
usage, any issues or challenges. Check if the
calls are not being answered or misrouted. This
essential feedback would help you assess what
your customers actually face when they call and
help in revamping your IVR.
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Final Thoughts
You may not think that your IVR system needs
attention on priority however, having an IVR
that delights and surprises your customers can
become a strategic and competitive advantage for
your business. The profits that it could generate
outweigh the investment in the long run. A
powerful IVR system can lay the foundation of
your brands success. To know more visit our
website https//bit.ly/2D2sr89
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