{"id":8582,"date":"2020-03-24T10:21:25","date_gmt":"2020-03-24T10:21:25","guid":{"rendered":"https:\/\/www.therealpbx.com\/blog\/?p=8582"},"modified":"2020-06-17T08:20:44","modified_gmt":"2020-06-17T08:20:44","slug":"ivr-best-practices","status":"publish","type":"post","link":"https:\/\/therealpbx.com\/blog\/ivr-best-practices\/","title":{"rendered":"IVR Best Practices For Greetings And Implementation"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"412\" src=\"https:\/\/www.therealpbx.com\/blog\/wp-content\/uploads\/2020\/03\/ivr-best-practices-to-follow.jpg\" alt=\"IVR best practices\" class=\"wp-image-8596\" srcset=\"https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/03\/ivr-best-practices-to-follow.jpg 720w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/03\/ivr-best-practices-to-follow-300x172.jpg 300w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/03\/ivr-best-practices-to-follow-705x403.jpg 705w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">IVR stands for Interactive Voice Response and is one of the most prominent features of a cloud communication solution that allows businesses to offer a self-help tool for customers. IVR is also an effective system to resolve customer queries swiftly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, if your&nbsp;<a href=\"https:\/\/www.therealpbx.com\/hosted-ivr.html\">hosted IVR solution<\/a> is not set up correctly, it can also damage the\nhard-earned reputation of your business as well. Your IVR should be consistent\nand, most importantly, easy to use. Most companies struggle with creating an\neffective IVR system as they are not aware of the best practices to\nfollow.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this complete guide on IVR best practices, you will learn how to design a simple IVR flow, choose IVR greetings, and some do&#8217;s and don&#8217;ts while designing and implementation of an IVR.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">IVR Best Practices For Greetings And Implementation<\/h2>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Keep the IVR flow simple<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The menu of your IVR system should be\nsimple. Hosted IVR solutions allow you to create multiple level IVR systems,\nbut you should not add too many levels as it makes it complicated for users.\nThe ultimate goal of IVR is to deliver a remarkable user experience through\neasy and navigable menu<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. Ensure that your IVR is easy to\nnavigate<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For multi-level IVR systems, users\nshould be able to navigate back and forth through the menu options easily.\nAlways include the option to return to the previous menu and repeat the current\nmenu options.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Prioritize important options first<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Don&#8217;t add too many options in your IVR\nsolution. Only include essential options and put them on a priority-based\norder. One way to find out is to A\/B test your IVR system and see how users\ninteract with different options. After that, you can put the most frequently\nused options ahead and allow users to take quick actions.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Allow customers to connect with\nyour agents<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">There are still many users who prefer\ntalking to agents for resolving their queries. Hence, it would help if you\nalways put the option to allow users to speak with your agents anytime .&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. Intelligent call routing for first\ncall resolution<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">First call resolution is a vital&nbsp;<a href=\"https:\/\/www.therealpbx.com\/blog\/call-center-metrics-guide\/\">call center metric<\/a> that gauges the ability of your\nagents to resolve customer queries on their first call without any follow up\nrequired. And one way to improve this metric is to implement intelligent call\nrouting via your IVR system.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Allow customers to connect with your\ninternal departments as per their requirements for faster query resolutions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>For example<\/strong>:&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 to connect with our sales\nteam.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 to connect with our product\nsupport team.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 to connect with our finance\nteam.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How To Choose Your IVR Greetings?&nbsp;<\/strong>&nbsp;<\/h2>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Choosing a well-articulated IVR\ngreeting is quite essential. You should avoid technical jargon in your IVR\ngreetings to keep it simple for your customers. Here we are sharing some of the\nbest IVR greetings which you can use.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;<strong>1. Welcome greeting\ntemplates<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Thanks for calling XYZ (Company\nname).&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Thanks for calling XYZ, please\nstay tuned while we connect your call with our support agent.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Thanks for calling XYZ, your\ncall is important to us. Kindly stay on the line, and one of our agents will\nsoon answer your call.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Thanks for calling XYZ. Do check\nout xyz.com to see our latest product offers &amp; services.&#8221;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;<strong>2. Main menu IVR script<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">After the welcome greeting, you have\nto design the main menu IVR script. Creating a simple and yet effective IVR\nmenu script is critical for your business. Avoid adding a long list of options\nfor your customers. Only add the most frequently used options and prioritize\nthem on the same basis.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here is an IVR template for businesses\nallowing their customers to connect with different internal departments.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thanks for calling XYZ (company name)\nwhere (company slogan) or any (informational or promotional message).&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 to speak with our sales\nagent.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 to speak with our product\nsupport team.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 to speak with our billing\nteam.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 0 to speak with an agent.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 9 to repeat the options.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Voicemail greeting<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For businesses, every call is urgent.\nIn case if your agents are busy and the new calls are on hold, then you should\nensure that they do not wait for too long. One way to handle this situation is\nto transfer calls to voicemail after a specific time (it can be 1, 2, or 2.5\nminutes). With an IVR, you can easily do it by specifying your voicemail as the\nfailover destination.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">IVR voicemail template: Thanks for\ncalling XYZ. All of our agents are online. Kindly leave the message after the\nbeep, and one of our agents will get back to you as soon as possible.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Industry-specific IVR greeting\ntemplates<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<strong><em>Healthcare<\/em><\/strong>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thanks for calling XYZ.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 if you have a\nprescription.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 if you have a new\nprescription.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 if you want to book an\nappointment<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 9 to talk with our agent.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 0 to repeat the options.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the user presses 1 or 2 options,\nthen IVR will connect with your CRM &nbsp;to\ncollect prescription details and provide further options based on your IVR\nconfiguration.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Education<\/em><\/strong>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thanks for calling XYZ company.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 if you are an existing\nstudent.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 if you are a new\nstudent.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 to know our course\ndetails.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 4 to speak with a career\ncounselor.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 0 to repeat the menu.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the caller chooses option 1 and 2,\nthen your hosted IVR system will connect with your CRM to fetch all the\nnecessary details of the student and provide further options based on your IVR\nsystem design and implementation.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<strong><em>Automobile&nbsp;<\/em><\/strong>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thanks for calling XYZ company.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 if you are an existing\ncustomer.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 if you are a new\ncustomer.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 to know the latest car\nlaunches.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 4 to speak with our sales\nassistant.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 0 to repeat the menu.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<strong><em>IT Sector<\/em><\/strong>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thanks for calling XYZ company.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 1 if you are an existing\ncustomer.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 2 if you are a new\ncustomer.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 3 to know about our product and\nservices.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 4 to speak with our sales team<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Press 0 to repeat the menu.&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>IVR Best Practices for Design and Implementation&nbsp;<\/strong>&nbsp;<\/h2>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Do&#8217;s for IVR systems<\/strong>:&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1 Only provide a maximum of 4 options\nwith the most frequently selected option being first on the list.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. Keep keypad presses consistent\nthrough your multi-level IVR system.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. Keep the IVR voice the same\nthroughout the process.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4. Avoid heavy dialects in the IVR voice\nand keep it simple.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">5. Try to give your customers the\noption to talk with an agent as many callers can&#8217;t be satisfied with an IVR\nsystem.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">6. Test your IVR before making it\nlive. Fine-tune the options and see how your customers are interacting with it.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">7. After making your IVR live, check\nit for user acceptance.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">8. Perform load testing of your hosted\nIVR system.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">9. Inform your clients of the planned\nbusiness or IVR changes before.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Don&#8217;t for IVR systems<\/strong>:&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. Don&#8217;t make it difficult for your caller\nto connect with the agents.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. A poorly implemented IVR system can\ndamage your business reputation. Therefore, plan your IVR system before\nlaunching it and evaluate its performance regularly.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. Don&#8217;t neglect the importance of\ncustomer feedback. Take input from your customers on how they feel about your\nIVR system and how you can improve it any further.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Final Thoughts<\/strong>:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">IVR serves the purpose of delivering exceptional customer experience and support only when you design and implement it using the best practices mentioned in this post. Follow these best IVR practices to create a system that helps your business to solve customer queries efficiently.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Talk with our IVR solution experts to\nget answers to your queries and get help in implementing an IVR system that\nengages your prospects and customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>IVR stands for Interactive Voice Response and is one of the most prominent features of a cloud communication solution that allows businesses to offer a self-help tool for customers. IVR is also an effective system to resolve customer queries swiftly. However, if your&nbsp;hosted IVR solution is not set up correctly, it can also damage the [&hellip;]<\/p>\n","protected":false},"author":62,"featured_media":8593,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-8582","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hosted-pbx"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IVR Best Practices For Greetings And Implementation<\/title>\n<meta name=\"description\" content=\"Read this complete guide on IVR best practices for greetings and implementation. 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