Customer support is the backbone of every business. You might be the best in your field, have the most competitive prices, or present the most comprehensive service. None of that will matter if your clients are not happy. In this article, we’re going to cover one of the crucial factors for consumer satisfaction. The telephone is still the preferred channel for customer support, and the right IVR system will also make it the most efficient.
An IVR system is important because of many reasons, you can learn more about that in our article “Here’s why IVR system is essential to your business“. However, a poor IVR system will be really frustrating for callers. Don’t worry, that can easily be avoided. Let’s take a look at some tips to actually increase customer satisfaction with your IVR System.
Keep Your Menu Tight
You need to be extremely careful when choosing your menu options. Too many options will be cumbersome. You should also put the most relevant options first. This used to be harder, thankfully, voice recognition allows a lot of flexibility without overcrowding your menu.
Let Callers Reach Your Executives
IVR Systems are wonderful, but they can’t handle every situation. Remember you need to keep your menu tight, some rare cases will have to be left out. Even if the issue could be solved by the IVR users might not know how, or simply rather talk to an actual person. Sure, it would be ideal if every customer sticks to using your IVR, but, is it worth losing possible clients? It’s certainly something to consider.
Put Important Information in Your Greeting
One of the most important aspects of a successful IVR system is showing your clients how much you appreciate their time. Having important messages on your greeting will help you accomplish that. You should also consider adding messages while they are on hold.
Test Your IVR System Regularly
Any mistakes in your IVR system will lead to frustrated customers. Whether an option leads to the wrong place, or stress makes the system crash constantly. Those kinds of problems need to be swiftly diagnosed and dealt with. Lucky for you there are many ways to efficiently test your system, making sure there is nothing to bother your clientele.
Same Executive Call-Backs
You can take things one step further with this trending IVR feature. Familiarity is a great way to encourage consumer loyalty and satisfaction. Being able to contact the same advisor they talked to last time is well received by callers. Plus, your executive will already know the details of the case, making your customer support even more efficient.
Following these simple tips will result in a user-friendly IVR system. That will mean happier costumers, which is always welcome. If you’re still not sure how to get the perfect IVR system for your business you can leave it to us. We have all the experience needed to ensure your IVR enhances your customer support.
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