Writing a IVR script is not a easy task. There are various things that need to be consider while writing IVR script. While writing IVR we need to be customer centric not tech centric.
Let’s See How to write an IVR Script
Here is few points that should be keep in mind while writing an IVR script.
Design a Clean, Simple Flow
When designing a new IVR, often start off with a clean simple flow, but this is often then lost as additional functionality or complexity is added to the design in an attempt to deal with every possible eventuality and outcome.
As per experts,
- it is not always possible, but if you can, design to cover your original objectives and push the exceptions and complex cases out to advisors to let them deal with.
- This will allow the majority of callers to have the best possible IVR experience while the more complex cases are quickly identified and removed from the IVR
- Often it is additional 20% of functionality that can take 80% of the time to implement
- Keep it as simple as possible
Ensure That the Language and Terminology Used Fits With the Brand
- Once the call-flow has been mapped, ensure the language the IVR script uses fits in with the brand and is in the language of its customers.
- Language that customers understand and language that they would want to hear, whether it’s formal or informal, needs to be tailored to the type of company.
- Use the client’s terminology rather than internal terminology, certainly with banking, insurance and any technical services, is an important thing to do.
As per experts,
- Using a completely different term and customer not sure about it, so customers used to opt for the default option of the IVR to general enquiries. This cause unnecessary customer effort.
Create Customer Personas
If your brand is directed at a certain target market, how you write a script will be influenced by that.
But a company that does not necessarily have a target market must ensure that it is appropriate for everyone.
Ask Customers What They Think
It is easy to accidentally use terminology or acronyms in the prompts that are commonly used in their industry but may be unfamiliar to all the end users.
As per experts,
- If users regularly encounter the IVR, so that they build up a familiarity with it, then it might be acceptable, otherwise ensure that the prompts are clear and direct using plain English.
- It is a good idea to run the IVR design, including proposed prompts, past an individual who is unfamiliar with the project to see how they react. The results can be surprising and can head off costly redevelopment.
- Get a feedback from the customer after every call completion to rate your interaction and IVR options.
Continually Monitor Your IVR Menus
- IVR might be live, this does not necessarily mean that testing is over, as there is still time to find ways to improve the caller journey.
- keep an eye on metrics like abandon rates and where customers are dropping out of the IVR.
Give the Instruction After the Function
Use “For sales press 1”
Not “press 1 for sales”.
People are listening for the most relevant option, so they immediately listen out for the function of that option. This is how the brain of most people works.
And if the number comes before the function, it messes with people’s heads, and our feedback suggests that this does not work as well.
Think About Adding a Call-Back Option
- If customer wait time on IVR is high, Consider a callback option on IVR.
- If people are having long wait in line, the option to press 1 and leave their number, to have someone call them back when they’re free – from a customer service point of view, you can’t get any better than that.
Don’t apologise all the Time in the Queue