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These Overused IVR Phrases Have Got to Go

Almost every IVR contains one of these frustrating phrases:

  • “Please listen carefully, as our menu has changed.”

  • “We are currently assisting other customers. Your call will be answered in the order in which it was received.”

  • “You can find information on our website at…”

When working with an integrated voice response (IVR) system, there are a number of things you have to take into consideration. Although IVR lets companies handle multiple customers at once, the prompts can become redundant, driving customers to hang up or bypass the menu altogether.

Customer engagement is crucial in retaining and attracting customers that will continue to do business. Being proactive in reading your customers’ minds is key. Here are a few simple solutions that will help remove these overused IVR phrases from your system for good:

“Please listen carefully, as our menu has changed.”

How many times have customers heard this? Too many. Over 80% of consumers think it’s frustrating to be tied to a phone or computer to wait for customer service help; offering alternatives like text chat lets customers navigate an IVR system in a way that is convenient for them. Another solution would be to place more amicable options earlier in the menu to avoid using this phrase at all.

“We are currently assisting other customers. Your call will be answered in the order in which it was received.”

Most systems now instantaneously alert the customer to their number in line and how long their wait will be. Recently, more and more companies have been offering callback options so customers don’t have to wait on hold. However, 44% of consumers with texting capabilities would prefer to press a button to initiate a text conversation immediately, rather than waiting on hold to speak with an agent. For companies that are interested in increasing customer satisfaction, integrating texting into your channel mix can be a great way to honor customer preference while freeing up customer service representatives.

“You can find information on our website at…”

Most companies have websites in place and customers are already aware of that. While this kind of prompt is well-intentioned, aimed at decreasing the number of incoming calls and providing more self-service, it isn’t necessary here–they’re calling in for a reason. If your prompts are filled with self-service options that answer additional questions, your customers will be well-informed and won’t have to turn to another channel.

Getting rid of these annoying prompts

Employing these methods will not only help ban these phrases from your IVR system, but will add efficiency to your processes. Anticipating customer needs and questions prior to them having to look for the information will help your brand and retain customer loyalty. Capitalizing on the advantages of an IVR system will not only enhance the user experience, but improve the call center structure.

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