Interactive Virtual Receptionist (IVR) or Auto Attendant is a call menu tool for businesses of any size. This handy feature allows the caller to self navigate via their dial pad or voice recognition through a set of pre-established menu options. Press 1 for Sales, 2 for Support – and so on.
The automated IVR will then transfer the caller to their agent or department of choice, through call routing.
Customer expectations for a seamless caller experience have never been greater, with speedy, accurate and proactive journeys high on the agenda. Even more interesting, a recent customer feedback study from Zendesk highlights that 91% of customers would prefer a self-service option rather than speaking with an agent or receptionist.
An overwhelming number of customers want to automate the calling process. Furthermore, 86% of customers are willing to pay more for a better customer experience (Super Office). Therefore, implementing an automated attendant is a no brainer. We have listed some of our top IVR solution tips that will delight your customers from start to finish.
The Right Message with Automated IVR
It’s not just about a tight script, the tone you use in your automated IVR technology can impact the customer experience and showcase your brand identity. Firstly, step away from the robotic voice over! There is nothing that screams impersonal more than a computerised voice on the other end of a phone.
Why not go with the office chatterbox and put their charisma to good use. Always speak slowly and clearly. Also, depending on the sector you work in, use some personalisation where possible. Make sure you’re in a noise-free environment and avoid high pitch music / effects.
Last but not least, short and sweet is key. A disgruntled customer doesn’t want any more time taken from their day if they are calling with an issue. You can preview your message before making it live. Use click and drag options to build simple callflow menus with Blueface.
Automated IVR – Attendant Menu
Automated IVR enables intelligent call routing strategies for your business. It saves your staff and customers time and frustrations. An efficiently laid-out menu will allow the customer to use touch-tone keypad selection or speech recognition to get answers to their queries, handle an issue and point them to the right department or agent.
“75% of customers believe it takes too long to reach the correct agent.” – Harris Interactive.
According to recent research carried out by Benchmark Portal, your opening call menu should be limited to just 5 options. This way, the customer isn’t overrun with too many options. Following on from this, your submenu should have no more than 3 options. In reality, you are offering enough choice to the customer, without the confusion. Think of it like a call funnel.
It’s important to remember that not everyone will want to deal with an auto attendant and may feel their question warrants a live agent. Under those circumstances, this can be easily implemented by adding, press 0 to speak to our customer service team option, or hold and your call will be answered.
Editor’s Note: Strong accents combined with speech recognition can often create more frustration than the feature seeks to prevent.
Professional IVR Front Desk
If you are starting from scratch or fancy updating your current IVR routing, remember to first and foremost keep the customer in mind. With many different demographics and generations to cater for, it isn’t a one size fits all.
Like all technology and services, the ability to adapt and change your call routing and IVR options can be the difference between a positive and negative customer experience.
Blueface Virtual Receptionist / Auto Attendant saves you time and money. We simplify setup, offering flexibility on menu options and real-time updates. Together with our seamless click and drag options, allowing for a self-service and tailored caller journey through the UC Portal.
Contact one of our communication experts today, and find out just how easy it is to transform your call based needs with Blueface, A Comcast Business Company.