It helps to reduce cognitive load
1. Start with a clear greeting
The IVR should begin with a clear greeting that identifies the company and welcomes the caller. For example, “Thank you for calling XYZ Company. How may I assist you today?” This greeting should be friendly and professional to make the customer feel welcome and reassured that they have reached the right place.
2. Keep it short and simple
The IVR script should be brief and to the point. Customers do not want to listen to a long and convoluted message before they can get to the voiceover options they need. Keep the options clear and concise so that customers can quickly and easily select the appropriate one.
3. Provide clear and relevant options
The IVR should provide clear and relevant options that guide the customer to the appropriate department or agent. For example, “For sales press 1, for customer service press 2, for technical support press 3, or for billing press 4.” The options should be organized logically and match the customer’s needs.
*This is a handy tip to note down* It’s best to put the number at the end of the option. If you place the number at the beginning of the line, the customer may have forgotten what number to press once they hear their option.
4. Use natural language
Use natural language when writing the IVR script. Avoid using technical terms or jargon that customers may not understand. For example, instead of saying “Please enter your client ID number,” say “Please enter the number associated with your account.”
5. Use a friendly and conversational tone
The IVR should have a friendly and conversational tone to make the customer feel comfortable and at ease. Use language that is warm and approachable, such as “How can I help you today?” or “Is there anything else I can assist you with?”
6. Offer self-service options
Offer self-service options whenever possible to give customers the ability to resolve their issues without having to speak with an agent. For example, “To check your account balance, press 1. To make a payment, press 2.”
7. Provide estimated wait times
If the customer needs to be transferred to an agent, provide an estimated wait time to manage their expectations. For example, “Please hold while we connect you to the next available agent. Your estimated wait time is three minutes.”
8. Provide a way to skip the IVR
Some customers may prefer to speak with an agent directly without going through the IVR system. Provide an option to skip the IVR and connect directly to an agent. For example, “If you would like to speak with an agent directly, please press 0.”
9. Include a way to repeat options
Include an option for customers to repeat the options if they missed them the first time. For example, “To hear the options again, press 9.”
10. Test and refine the IVR script
Test the IVR script with a sample of customers to ensure that it is clear, concise, and effective. Refine the script based on customer feedback and continue to make adjustments over time to improve the customer experience.
