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6 Ways to Make your IVR More Customer-Friendly

It is no secret that customer satisfaction is directly proportional to business revenue. And, it is also a fact that service-related expectations of consumers are rising day by day. The only way companies can meet these sky-high expectations, is by using an Interactive Voice Response or IVR service. But there is a word of caution here. Self-service tools must be implemented with utmost care. This is because even a tiny mistake while designing or implementing this system has the potential to rub the customers in the wrong way and bring your business down.

With this in mind, we have put together a list of tips that will help you design a customer-friendly IVR system.

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IVR should be designed in a way that gives a personalized experience to the caller and makes them feel special. You can start by using their name during the automated interaction. This will have a psychological impact on them and make them feel valued.

One of the prime IVR benefits is automation. People prefer using technologies that require the least effort. In a recent survey, it was revealed that 96% of customer loyalty increases with 20% simpler stuff. Customers love easy things, easy steps, easy technologies, and so on. More complex IVR turns them off hence, and if it’s easy it’s more used. Therefore, make sure that your IVR solutions are not complicated and have fewer steps that are readily understandable.

When a customer is calling you, all they are looking for is a quick response and resolution and if your IVR solutions fail to meet this expectation, chances are that the customers will permanently ditch your products or services. Opting for IVR Call centers is the best way to respond to your customers timely as it can provide a live agent option.

It is one of the IVR best practices that menu navigation should be easy for a customer to follow and locate answers to their questions. An IVR menu should ensure that incoming calls are met with a live associate.

Instead of flooding the caller with numerous options, it is always better to be precise and offer useful options. With this regard, you’ll have to be prepared to go the extra mile to glean intelligence about the customer’s frequent issues and accordingly customize the IVR options.

IVR Call centers can help you keep the main menu options to 30 seconds, which not only simplifies the main menu options but also strengthens the customer experience while making the IVR experience more efficient.

All said and done, you might have incorporated all the other things in your IVR to make it more customer-friendly, but if the user calls and gets the response that all routes are busy, it is a wastage of all the efforts, time, and money of both the customer and the company. So, to avoid such situations, companies should adopt measures to scale the resources quickly during peak hours. This is where an IVR service can be helpful.

No matter how good your IVR may be, you should test it more often. You can make teams to test the system frequently and adopt measures to improve them efficiently. A proper system should be there to identify the challenges and steps to remove them completely.

Moreover, if you want your customer to get great satisfaction every time they call, you can head to ExpertCallers We are among the top IVR Call centers in India, where we make it easy for your users to reach a friendly voice and a quick response. Reach out to us to know how we provide awesome IVR services that will set our clients apart from the rest.

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