IVRs (Interactive voice Response) are turning out to be one of the most essential tools in the customer support environment. And because of their user-friendliness and unavoidable features, IVRs are giving their best shot to the customers who look for the immediate solutions and don’t want any delay while availing the service.
Today’s customers are aware and they keep themselves updated with ongoing trends and anything that could value their time and ensure a great service. IVRs are self-help tools and they strengthen up the customers in terms of expanding their understanding for the service or business solution.
But there are a lot many factors that should be considered while designing an IVR system, simplicity is one and various others decide how well your IVR is going to perform. Customizing it in an accordance is a key. So, let’s look at what all factors should be taken care of while customizing the IVR.
1. Understand Your Customer Preferences
Every single word your customer is going to listen plays a vital role in making him loyal to the service you are providing. From greeting message to the every step direction of the menu, it becomes essential to keep simplicity always in the back of your mind and analyze the design through the eyes of the customers. Language and the voice become the deciding factors as well in the overall customer experience.
So understanding your customers better would lead you to design a better IVR. Getting a better awareness of the inclinations of the customers would give you much better insights for the IVR customization. Innovations come when you have a better understanding of the subject.
2. Keep It Precise and Accurate
The investment of time from the customer side is an ideal metric to decide how efficient your IVR is. The lesser the time invested the more efficient the IVR is. If the customer comes to an IVR and gets stuck in a complicated menu then the purpose of the IVR is not getting fulfilled.
The IVR should be to the point in its processing. And if a customer has to put in more time than needed then the self-help feature of the IVR is actually not helping him at all. So, the IVR should be simple, precise and accurate.
3. Smart Navigation Options
While using an IVR, the customer should have this feeling that the IVR is intuitive and it has smart attributes to cater with the customer support. A complicated set of options at any stage deter the purpose of an IVR.
So, there should not be multiple options at any level and an option to reach the live agent should always be open in case the customer gets stuck and finds himself clueless. But, the design of the IVR should have a clear idea of what a customer might be looking for in the IVR. And once such intelligence is given to the IVR the positive responses from the customers enhance many folds.
4. Check Your Current Call Processing
If you are not getting customer feedbacks good enough then you need to bring some changes to your IVR. But before you bring such changes you should have enough results about your current IVR and the way it is processing your calls. The drawbacks of existing menu and all the weak points should be clearly taken down and these steps further help you to design a good IVR. So, learn from the drawbacks of your current IVR.
5. Turn It Into a Personal Customer Experience
Another idea that should be there behind it is the IVR should eventually be a personal experience to the customer. So don’t change the interacting voice and the language should be in sync with the customer preferences. The IVR should be interactive in a real sense. Repetitive sentences are considered to be a turn off for the customers. The business solution you are providing your customers should be conveyed in the conversation.
User Friendliness Is The Key
IVRs should lead a customer to an appropriate solution. The customization of the IVR is just about weeding out the smaller or bigger flaws in it and giving it a final face that should look familiar and friendly to the customers.
IVRs are there to help the customers and when you understand your customers and care about their needs then designing of IVRs is just about using the meaningful customer insights while delivering the services.