IVR, which stands for Interactive Voice Response, allows computers to interact with the callers and thereby gather information and route calls to the appropriate recipient.

1. IVR Best Practices: 6
Things to Know

2. What is IVR?
IVR, which stands for Interactive Voice Response, is a
technology that allows computers to interact with the callers
and thereby gather information and route calls to the
appropriate recipient.

3. 1. Customer time is
most valuable
Remember that IVR is designed to provide instant solution to
customer queries. Hence it should be well structured and clean
to avoid confusion. Our aim should be to provide customers the
right response at the first instance itself.

4. 2. Avoid misleading menus and useless
information
Customers should not feel confused or mislead during IVR or
else they would look for the live agent which will nullify IVR's
purpose. Design the whole process to be clean and crisp.

5. 3. Design and innovation
are the keys
A well designed IVR will take your business a long way.
Prioritize important messages and ignore the useless
ones, always keep the exit routes handy, and avoid
asking users their information multiple times.

6. 4. User-friendly language
Language should be clear, concise, and inclined towards
customer's interest. Avoid using complex words and try to
keep a neutral accent as it can lead to greater response
time.

7. 5. Understand customer behavior
It is necessary to understand the requirement of your
customers and design the IVRs accordingly. Remember, an
understood customer is a satisfied customer.

8. 6. Let customer bypass the system
Some customers prefers to speak with the live agent ASAP.
Don't shy away from giving them the option. Every
third/fourth step should have the option of connecting directly
with the agent.

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10. References
IVR – Best Practices That Work
- Techno FAQ
How to Minimize IVR Frustration
- CloudSpace Technologies

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