Did you know that an IVR can reduce customer service costs by up to 30 percent? That’s according to the Aberdeen Group, and it’s just one of the many reasons why setting up an IVR (Interactive Voice Response) is a game-changer for your business.
Today, we’re diving deep into the art of creating an IVR that not only saves you money but also enhances your customer experience. So, let’s embark on this journey together and discover how to craft an IVR that sets your business apart from the competition.
The Power of an Auto Attendant
Picture this: A customer calls your business, eager to connect with your team. Traditionally, the call would ring through to a designated phone or group of phones. If nobody picks up, frustration sets in as the caller gets shuffled off to voicemail. Sound familiar? If your office experiences a high volume of calls, you’ve probably lost more than a few potential opportunities this way.
But, there’s a better way—the Auto Attendant, or IVR. You’ve encountered it countless times when dealing with larger companies. It’s those automated menus that prompt you to press one for sales, two for support, and so on. When set up correctly, an IVR is a masterful tool for routing calls. It doesn’t just prevent callers from languishing in voicemail purgatory; it directs them straight to the department or person they need, no waiting required.
Setting Up An IVR The Right Way
Now, let’s roll up our sleeves and dive into the nitty-gritty of setting up an IVR that wows your customers and streamlines your operations. Here are the key steps:
1. Keep It Simple and User-Friendly
When creating your IVR, simplicity is key. Craft a single-layer menu with a minimal set of options. Avoid the frustrating labyrinth of nested menus. Remember, you want to guide your callers, not confuse them.
2. Enable Direct Dial
According to a study by HubSpot, a significant 33 percent of consumers find the most exasperating aspect of waiting on hold or the need to repeatedly explain their issue to multiple customer service representatives.
Empower your callers by allowing direct dialing to extensions from the IVR. Include a welcoming message like, “If you know your party’s extension, you may dial it at any time.” This user-friendly feature ensures a seamless experience.
3. Script It Out
Before you hit record, write a script on paper, and then practice reading it aloud several times. Smooth, natural language ensures that your IVR message flows effortlessly and professionally.
4. Plan for All Scenarios
Ensure every option in your IVR leads somewhere. For example, if there’s no answer in sales, direct the call to the sales voicemail. Don’t leave your callers hanging.
5. Tackle Invalid Inputs
Robocalls and invalid inputs can be a nuisance. Implement a strategy to handle callers who don’t press any buttons. Consider looping them back to the start of the IVR; this can serve as an effective spam call filter.
6. Day and Night Modes
Differentiate between day and night modes with unique messages. This ensures concise after-hours call routing, providing customers with the information they need when your office is closed.
7. Professional Voice Recording
First impressions count, so don’t skimp on the recording. Invest in a professional voiceover to create a polished and impressive IVR message. It’s more affordable than you might think and adds a touch of class to your business.
Elevate Your Business with Voipcom
With these expert tips in your toolkit, you’re well-equipped to create a standout Auto Attendant (IVR) for your business. But what if your current phone system lacks these essential features, or your provider is trying to nickel and dime you for them?
Look no further than Voipcom Cloud Phone. We specialize in cutting-edge communication solutions that will revolutionize your business’s customer interactions. Don’t settle for mediocrity when you can have excellence.
Contact us today at 480-571-4454, and press option 1 for sales. Experience our IVR in action and discover why Voipcom is the solution provider you’ve been waiting for. Your customers—and your bottom line—will thank you for it.
Elevate your business with Voipcom today!
