With the passage of time customers have become more aware about their preferences towards services and how they want to avail it. The best of the options in the customer support process are those that save the valuable time of the customers. So, in that sense, IVR (Interactive Voice Response) stands as one of the most useful self-help tool as the customers find them quite easy to help themselves with, if the IVR is interactive in a real sense.
In the following infographic, we will see, the significance of IVR in the call center environment and how the design of the IVR decides the effectiveness in helping out the customers. The design comprises the voice being used, language, the menu design, all these factors decide the capability of the IVR. The language should be user-friendly, comprising the words according to the customer’s preferences. If we talk about the menu, it is should be easy and should avoid the confusing and misleading steps. Giving more than three options at any stage deters the customer’s intention of saving time.
A good IVR system is just a result of having a good understanding towards the customers and using the deduced results in a meaningful way. With such steps, the IVRs become more and more intuitive in their execution and give the customers an intelligent response to what exactly they are looking for. At any stage, if the customer is stuck he should always be given an option to speak with the agent. IVRs should not close the option of human interaction after all, the customer is looking for a solution in the least time invested.
IVRs are there to help and they should not leave the customers in a clueless state so it is always recommended to get a hang of your customer’s interests and behavior and further design the IVR tool, accordingly.