The importance of a strong IVR script to maximize a customer’s experience

A customer listens to the IVR script while calling a business.

The way in which local and international companies communicate and care for their customers has undeniably changed over the decades. From the early days of assisting clients via help-desks and snail mail, the new wave of business-to-consumer connection now revolves around call centers and chat support teams.

No matter how convenient it is for both parties to centralize communication through modern technology, setting the groundwork for the process is a crucial branch in establishing any brand. Call centers require constant improvement and innovation to keep pace with the ever-changing industry trends, and it’s important that customer service representatives always present themselves in a well-mannered way. In the end, this makes all the difference.

This idea of creating a uniform and effective consumer service platform was the driving force behind the updates to this customer-business communication process, specifically the implementation of interactive voice response scripting to maximize the customer experience. 

As modern technology expands its influence in our everyday lives, many businesses are now converting their commerce into an online enterprise. Paired with the burdening effects of the pandemic that forced most establishments to shut down, it is vital now more than ever for entrepreneurs to know their way around IVR scripting.

What does IVR stand for?

An interactive voice response or IVR is an automated phone system that aims to expedite the process of attending to customers using an answering machine, immediately bridging callers to the assigned personnel in an organization. The system succeeds in this goal by requesting the caller to interact, hence the name, and provides the necessary information by either voicing it out loud or typing in specific numbers on the keypad of their phones.

What is an IVR script?

An interactive voice response script or simply an IVR script is an auto-attendant greeting or message that is the first thing your customer hears when they call your business. This sets the tone for the entire interaction with the caller, so it’s essential to implement it well and write it effectively and appropriately for your business.

Some might even say that an IVR is an audio version of a storefront door. This is why it is no surprise that these scripts can make or break a deal between a business and its client. A well-written script can amplify your sales and strengthen your external relations effortlessly, especially if your customers never end their calls with unresolved complaints. 

On the contrary, a poorly-written IVR script will leave a sour first impression and may cause the caller to have an unpleasant experience. In extreme cases, bad IVR scripts can generate long-term losses, damage the public’s impression of the brand, and cost you future sales.

It is essential to take note that customer feedback remains one of the most effective marketing strategies. Make sure to use it to your advantage.

IVR script examples

Nowadays, customers have undoubtedly cultivated a higher criterion when looking for a new product or business partner. Aside from quality, buyers look for a company they can trust and whom they feel cares for them as a customer. This is why the need for IVR scripts grows more by the day as businesses engage in a never-ending competition to be on top of their game. 

Fortunately, many IVR script examples are easily accessible with just a few clicks and taps online. If you’re looking for an IVR script for customers, keep scrolling, and you might find the perfect one that will maximize your customers’ experience.

IVR greeting messages

  • You have reached [Company]. This call may be monitored and recorded for training or quality assurance purposes. Please do not hang up. You will be connected to the next available agent as soon as possible. Your current hold time is approximately [number] minutes.
  • Hello and thank you for calling [Company], [the Company’s mission statement or slogan]. Currently, all our lines are occupied. We ask for your patience. The next available agent will answer your call. Your estimated hold time is less than [number] minutes.
  • Thank you for calling [Company]. If you’re happy to share your feedback with us at the end of the call by answering one simple question, press 1 now and help us improve this experience in the future. Please stay on the line, and your call will be answered in the order it was received.

IVR menu options

Hello and thank you for calling [Company], [the Company’s mission statement or slogan]. Our normal business hours are Monday through Friday, 8 AM to 5 PM. If you already know the extension you wish to reach, you may enter it at any time. Otherwise, please listen to the following menu:

To continue in Spanish, press 1.

To continue in French, press 2.

To reach the [name] department, press 3.

To reach the [name] department, press 4.

To speak with an operator, please stay on the line, and the next available agent will be with you shortly.

Hello and thank you for calling [Company]. If you know the extension of the person you wish to reach, please enter it now. Otherwise, please choose from the following options:

To speak with the operator, press 0 at any time.

For sales, press 1.

For technical support, press 2.

For billing, press 3.

For information about our Company, press 4.

To repeat this message, press 9.

For sales, press 1. Billing and account status, press 2. For tracking and delivery, press 3. To return to the main menu, press 7. To speak to an agent, press 0.

Waiting on hold messages

  • We apologize for the long wait. If you’d prefer to leave a voicemail, press 0 and leave your name, phone number, and inquiry. We will call you back as soon as we can. Otherwise, feel free to continue to hold, and the next available agent will take your call.
  • All lines are still busy, and we ask for your patience. Your hold time is estimated at [number] minutes. While you wait, feel free to check out our website at www.website.com. We’re offering [details of your offer].
  • All our agents are still assisting other callers. To leave a message, press 1. To have an agent call you back, press 2. Otherwise, please stay on the line, and your call will be answered in the order it was received.

IVR best practices

Though there are numerous IVR script examples across every industry, choosing the most compatible and effective IVR script for your business isn’t an easy task.

This is why it is crucial to establish a criterion for choosing an IVR script for your organization. To help you, here are some IVR script best practices you should be aware of:

Keep it simple

Save the jargon for your next chit-chat with your friends and hit the brakes in asking non-stop questions to your callers. 

Your IVR system’s menu should be kept simple, appropriate, and easy to comprehend at all times. Although hosted IVR solutions allow multiple levels of systems, offering too many levels/options to your customers might do more harm than good as it makes the process more complicated.

Prioritize important options first, and keep in mind that the goal of IVR is to lay out an exceptional customer experience through ease of use.

Make it user-friendly

Not everyone knows their way around phone calls; moreover, with IVR systems.

This is why it is vital for any IVR system, especially those that are multi-level, to have an option where users can easily navigate back and forth through the options. Including the opportunity to return to the previous menu or repeat the current menu options is one of the small factors that, although unnoticeable at first, impact the overall experience of the caller.

Connect with your customers

Nothing beats human connection.

Many users still prefer verbally communicating in real-time with customer service representatives in explaining their situation and attempting to resolve their problems. This is why IVR systems must always include an option that allows the caller to speak with agents anytime during the call.

And, as we are on the topic, it is also important to note that utilizing professional voices will always be better than having a regular employee record an IVR script. Voice pros are trained to record messages formally yet in neutral accents with consistent pacing to make them understandable. Having voice pros also makes it easier for an organization to add more menu options in the future.

Stay up-to-date

Remember, providing correct and accurate information to your customers remains the most critical factor to consider when implementing an IVR script.

It is ideal to regularly verify and validate all data presented in an IVR script to ensure high-quality customer service more than anything else. Keep in mind that there is always a chance that calls are recorded on the other side of the line. Any misinformation may be used against an organization and potentially pave the way for financial losses in the long run. 

 

Be brilliant about the way you connect.

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