4 Ways A Custom IVR System Design Will Improve The Customer Experience

Oct 2, 2014 1:04:02 PM

The blueprint for the first modern interactive voice response (IVR) industry was created over 50 years ago...

And a lot of companies IVR systems still have customers feeling frustrated, rather than feeling they have achieved something. 

Customers, potential customers, individuals preforming agreements; people world-wide now expect to interact with an automated system at some point in their process. But oh, how those processes can vary.  

The common thread to all IVR and hosted IVR processes is in the way each system is designed. Here are four elements that are vital to ensure a pleasant customer experience: 


1. Creation of your system is key.

The way in which your IVR system is built will be the basis for your caller's experience-good or bad. Be aware of such things as which feature or service your customers demand most. For instance, if a vast majority of callers want to complete an agreement, make that the first option. 

The number of selections your caller has to endure is also a major factor in the customer experience. Fewer is better. The addition of options and choices that are typically not utilized drags the process down, frustrates the caller and injects confusion into the IVR process, creating an unhappy customer.

2. Easy really does do it.

We've all heard the expression 'easy does it'. And we've heard it for a reason. It's fact. An IVR system might be created perfectly, the tone of the IVR voice may sound beautiful, but the reality is that there are a lot of people that won't interact with an automated/computerized system. You want to create a positive customer experience, right? Then make it easy for your caller to be directed to a live agent. The creation of numerous keywords and phrases like 'operator' or 'representative', or "I need help." will make it easier for the user to get to that live person.

3. Make it make sense.

Callers will use IVR systems when that system works, makes sense and meets their needs. Gaining the caller's trust is crucial in the overall feeling of control that a great IVR process gives to the customer. When the system asks the caller specific and specialized questions, makes sense to them and does this in a timely manner, the ability for a company to win that caller over is greatly improved. 

 4. Conversational means control.

When creating your system, you should start with the mindset of getting callers where they want to go and finish the process as quickly as possible. Leading the caller with yes or no questions will create the feeling of a conversation and therefore, your caller will feel more in control. Staying on top of caller's behavior, reactions to your IVR process and evaluating your caller's experience will help improve your system dramatically. 


We've only scratched the surface of what creates a great customer experience when using an IVR/hosted IVR system. So if your company is losing money, time and customers with a system that is no longer providing IVR solutions, or if your company is looking for it's first Interactive Voice Response system, download our "Make The Right Move When Choosing Your IVR Technology" document. 

 Download Your IVR Document


Tom Walje

Written by Tom Walje

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