How to make sure the answering system pleases the customers instead of annoying them?

1. Do not use difficult and confusing words in the IVR system

Do not use words that are too difficult or too specialized for the client to understand. Layman’s terms should be used for an easier communication.

2. Ensure that the terms used in the IVR system are consistent with the terms used in other communication channels

Make sure that the technical terms you use in the IVR system are consistent with other communication channels (web, mobile applications, etc). Otherwise, the customer who have contacted the business through other channels would be confused when listening to the IVR. This may negatively impact the effectiveness of your system.

Please analyze which customer option is the most popular and set that option to number 1. For example: "Request IVR system, press 1 to meet Sales, number 2 to meet Customer Service department and number 3 key for Technical Support ". If Technical Support is the most popular option of the customer, change the message to: "Press 1 for Technical Support ...".

4. The "other option" key helps customers still prefer to use the IVR system

Instead of asking the customer directly if they want to talk to the agent, give the customer a choice of "other options". This helps customers to stay in the IVR to find solutions rather than immediately looking to talk the phone operators

5. Listen to the call through the IVR system

Most supervisors do not review the call during the automatic IVR system, they only listen to the conversations between the caller and the operator. Try instead to listen and review the entire process of the caller communicating with the IVR system before they meet with the agent. In this way, you will be able to see the problems of the IVR system (if there are any), and know how to improve the IVR for a more effective system.

6. Do not use data from IVR to make reports about the customer’s choices

One of the most common mistakes is using the IVR statistical results to report on customer choices. Use other more specialized tools for this instead.

7. Install IVR system to receive incoming calls from unknown numbers

A common problem when IVR systems are integrated into CRM are customers who call from unrecognized phone numbers. This makes the IVR unrecognizable to customers. To remedy this situation, you should use IVR for Customers to enter their PIN number if your system cannot recognize Customers by phone number. This makes the customer experience more personalized.

8. Regularly review your IVR system

Avoid the one-time IVR system setup style. Constantly upgrading and optimizing your IVR system is important because the system and customers change over time. The IVR system established in the first year may no longer be suitable for customers in the third year. Regularly validate, adjust, and re-analyze your call flows to improve the IVR system even more.

9. Make sure the voice on IVR is appropriate for your brand

Make sure the speaking voice selected on the IVR system matches your brand and business value.

10. Using numeric codes is better than alphanumeric codes

Using numeric codes is better suited for IVR systems because numbers are less likely to cause information distortions compared to pronouncing alphabetic characters.

11. Evaluate the IVR system based on customer satisfaction survey

Consider establishing an IVR system based on data gathered through your own satisfaction surveys.

12. Put all frequently asked questions on IVR system

Find out what questions the agents are often asked. And then set the questions at the beginning of the IVR system so that customers can hear them before pressing the key to talk with the operator.

13. Call customers after they use the IVR system to hear feedback

After customers use the IVR system, you should call the customer to know how the customer feedback. From there, make the necessary changes to upgrade the IVR system to serve and support both the needs of customers and businesses.

14. Don’t ask a lot of questions

Ask only up to 2 concise questions - with up to 5 options for each question in the IVR system.

15. Integrate the IVR system with your existing CRM system

Integrating the IVR system with the existing CRM system automates all processes and allows customers to serve themselves. This helps agents have a clearer view of the caller in case they need to speak with them directly.

16. Minimize the IVR system to speed up the process

Reduce the number of options on your IVR system so customers can reach the operator faster. Customers want fast customer service; they don't want to hear too many messages if you only use IVR to direct customers' calls without providing too much information.

17. Ensuring the IVR system is appropriate for actual needs

The IVR system should be checked on a monthly basis. You may not have changed anything, but at least make sure the IVR system is always in line with the current situation.

18. Listen back to the option key list whenever

Always allow customers to listen to the option key list again whenever they need it.