Top 5 Links: IVR best practices
IVR (Interactive Voice Response) is tricky technology. The technology itself isn’t all that complicated, but, as with most technology, its success or failure lies in the implementation. A good engineer familiar with the enterprise customer experience and with creating grammars can make self-service a wonderful thing. A diligent engineer who has never sat in the customer’s shoes and thought about what customers actually need and want can make it a customer experience nightmare. And IVR creation in general has to walk a very fine line between providing a great experience for the customer and providing cost savings for the enterprise.
A badly-designed IVR can cause customer rants and lead to your customers being one of those 68% that leave a company because of one bad customer service experience. A well-designed and responsive IVR can save customers’ valuable time, even after hours, and provide both a cost savings and boosted customer loyalty for the enterprise.
Which outcome is your IVR causing more often? Slammed phone and screams of “I just want to talk to a person!” or “I got my tracking info at 11:30 p.m. from the automated system. Sweet. Love this company!”
This week’s top five link list is all about the IVR–best practices, implementation and what to avoid:
- Our first link is courtesy of Asterisk’s voice talent, who is in the midst of writing a series of informative and entertaining posts on IVR sins. Her latest: Thou shalt not create fake mailboxes
- Good advice all the way with 7 Best practices for customer communication within your IVR. In particular, I’d wholeheartedly endorse keeping the call tree menus short, shallow and sweet.
- General info on Seven ways enterprises actually use IVR
- More good IVR advice on the Best Guidebook to IVR solutions, including standard complications pertaining to IVR systems including bad
recordings, way too many sub levels, repetitive requests for details
- And, just because the idea amuses me, Horror gets more horrifying with IVR–can we really use IVR in the movie theater for the audience to choose the ending? “Choose 1 for them to split up and go into the woods separately; Choose 2 for everyone to say by the fire and have a pillow fight”?