interactIVResponse
IVR Development Tips – #1 Keep It Simple
By Nicole Reid, Marketing Communications Specialist
It’s simply the nature of the beast – right now people are still adjusting to Interactive Voice Response (IVR) systems and no matter how well an IVR is setup some callers will still be frustrated with having to “talk to a computer.” However, there are some tips you can follow when developing your application to ensure the majority of the callers using your IVR have a pleasant experience.
In this series of IVR Development Tips, #1 is to keep it simple.
One of the biggest problems callers face when met with an IVR are complicated menus, some that are 8 or 9 options in length. Too many options can confuse and aggravate your caller, causing them to hang up or exit the system by requesting an operator. The best IVRs are simple and concise. To begin, decide what pieces are most important to the caller and implement them as your primary menu. The caller should be given no more than 4 main options, with other options becoming available to them as they make their way through the system.
If your IVR application has a complex menu, for example if there are too many options to choose from, consider utilizing Automatic Speech Recognition. ASR replaces the need for customers to respond to long lists of possible choices, or enter complex dates, times, etc. With ASR, the process is faster, less demanding and there is less chance of error.
Once your IVR is live and in use, you can track which menu options are used most frequently and adjust your menu as necessary. Remove any options from the menu that aren’t being used, and consider putting them further in the call-flow. This will help to refine your main menu, and streamline your call-flow for a better user experience. Always keep it as simple as possible.
Stay tuned for more IVR development tips!
IVR Development Tips – #1 Keep It Simple
I think that one key consideration that helps to keep your IVR simple is spending considerable time in the planning phase. Figure out what are the key tasks that callers need to accomplish and structure the IVR in a way that makes sense to the callers. Also, if at all possible, have some real callers or people not involved in IVR development test your IVR before putting it into production so that you will get feedback on whether how you have structured the IVR works.
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