If you own a service-centric business, then IVR should be deployed as the highest priority. IVR, or Interactive Voice Responses, is an automated pre-recorded message system that assists users through menu options via keypad selection or voice recognition. The IVR system can contribute to the direct growth of your business and engage users without frustrating them, especially in the long run.
A successful IVR system can also increase customer satisfaction and streamline the user experience, ultimately resulting in user retention. A study discovered that 74% of people using IVR self-service successfully resolve their issues on the first call. The report also mentioned how users prefer a self-service option rather than connecting to an agent.
And that’s why you need to embed an IVR Script in your customer service portal!
First, let’s look at the basics of IVR so you can better understand its role and impact in your business.
Table of Content
What is IVR?
Today, technological advancements have revolutionised the customer service industry with innovative automated audio content. Deploying Interactive Voice Response Systems, or IVRs, is one of the most effective ways to engage with your customers.
IVR is an automated telephone system that provides users with pre-recorded messages to help them with their problems. These pre-recorded messages will engage with users and provide them instructions to solve their issues without a live agent, and if the issue persists, the user will be connected to a live agent in no time.
Using IVR, you can build product awareness, send promotional messages, and even improve customer relations.
What is an IVR Script?
An IVR script is a written document or instructions describing how the caller and the IVR system will communicate. The IVR script specifies the voice prompts, menu options, and potential user answers that will be used to steer the automated conversation during its design and implementation.
Making an effective IVR script is challenging and should ideally be handled by the experts.
Example of an IVR Greeting Message
“Thank you for calling Dubai Chambers of eCommerce and Industry; your call is important to us.
Please note that our working hours are from 8am – 4pm, Sunday through Thursday.
Please leave your name, number and a message after the tone, and we will get back to you on the following business day.”
(Translate the same in a regional language)
IVR Dos and Don’ts
Research in the UK shows that >80% of people like a brand based on its customer support. Studio 52 helps you navigate the clutter and create an effective IVR recording for your customers. Our experts will guide you through IVR’s dos and don’ts and craft the perfect IVR message for your business this holiday season.
Want to enhance your business communication in the UAE? Get a professional IVR greeting today!
IVR Greetings Message
The message can begin with a jingle or a holiday song to get the customer’s attention. You can provide options for customers to hear about your services or the deals you offer. Brands even use this service to get customer reviews by giving them a menu to choose from at the end of the year.
Too Many Options
If your message has too many options for the customer, they might get frustrated and confused. So, you must provide limited and concise options for the best results. Additionally, provide a contact to your customers so they can contact you during emergencies. You can lay out the types of emergencies in the IVR message itself. And if there are none, they can connect back after the holidays.
Call-back Option
A call-back option is an efficient way for customers to contact you through a holiday wish. The message can be a reminder to renew or acquire your services. Start with the season’s greeting and give them the option of calling back when your operations are up and running again. They should know that their voice is being heard and you will be available to them right after the holidays.
A call-back option in your IVR message lets customers contact you through a holiday wish. The message can be a reminder to renew or acquire your services. Start with the season’s greeting and give them the option of calling back when your operations are up and running again. They should know their voice is heard and they will get a call-back after the holidays.
Music and Tone
When a customer calls the helpline, they first hear your greeting, or they may listen to it while on hold. This message needs to be engaging enough to retain them on the call. A beloved jungle or a childhood Christmas carol could be an excellent choice to accompany the message. The festive season is all about celebration, so collaborate with our IVR team to bring a unique, cheery greeting to your customers.
Also Read: Need a Voice Over? Here is Why You Should Hire a Professional
Components of the Message
The message should have a personal touch in spreading the holiday spirit while staying true to its purpose. They can be used for many purposes, such as informing the customer of store timings, availability of customer support, new packages and deals, etc.
Here are the things you can inform your customers through IVR:
- Company holidays and renewed business timings for the holiday season
- Contact information in case there is an emergency
- The company’s social media to go to for further information
- Starting or ending the interaction with a holiday greeting for New Year’s or Christmas
- Precise and tangible information to avoid confusion
- The exact date from which your operations will start up again, so the customer knows when to call
50% of customers prefer engaging IVR greetings for improved self-service usage. Let Studio 52 craft captivating IVR greetings for you!
Sample Holiday Wish IVR
Use our free IVR message template to boost your customer retention this holiday season. Happy Holidays! We are happy to cater to you at [company’s name]. Our employees are on holiday with their families and the office will be closed from [date] to [date]. You can contact us starting [date] on our regular working hours [time]. We wish you a wonderful Holiday Season. It was a pleasure to assist you today. Seasons Greeting!
Voiceover Artist
If you want to hire an in-house voiceover artist, we are just the right option. Studio 52 has in-house artists that can speak in various dialects, languages, and accents for all types of needs. They are well-versed in making explicit, helpful, and impactful audio content.
Closing Messages
If your business or store remains open during the holiday season, you may benefit from a welcoming or closing holiday greeting. The season’s wishes can play at the end of each call, in case your helplines are active. This can be a way to maintain the holiday spirit within customer interactions.
Difference between holiday greetings in the US vs the UK
The people in the UK are very precise with their holiday wishes, which mainly consist of “Merry Christmas” and “A Happy New Year.” Opposed to this, Americans mostly greet each other in a more generalised way by saying “Happy Holidays.”
For the people in the US, this season brings along other festivities, such as Super Bowl Sunday. Companies in the US need to incorporate these events into their wishes. In the UK, most companies have a smaller window for working hours and greet their customers with polite wishes during the winter. Locational insights are thus necessary for customised IVR messages for your demographic.
Conclusion
IVR is the key to maintaining customer relations and improving customer retention in your business. Invest in an IVR holiday greeting to create customized greetings for your customers this holiday season. Connect with our experts to learn more!
40% of customers made decisions based on IVR info. Optimize your IVR greetings for more sales!
FAQs:
What is the IVR message for holidays?
The IVR greeting message for holidays is a customised script deployed during holidays. This script ensures that holiday greetings are wished to the customer while also informing them about closed services in observance of holidays. Many companies also leave an emergency contact for customers in case of urgent concerns.
What are common IVR messages?
Some of the widely used IVR messages include;
“You’ve arrived at [business name]. Right now, all of our agents are very busy. We will return your call as soon as possible, so please hold. Please know that your current hold time is 3 minutes.”
“You’ve reached [name of company].” Our agents are all helping other callers right now. You can skip the waiting queue by pressing 1 to leave a message or 2 to have a representative contact you back. Please hold on and your call will be answered in the order received if you choose to do otherwise. Your current hold time is 3 minutes.”
What is the IVR script for holidays?
The IVR script for holidays provides a festive welcome message and informs them about connecting after the holidays. Here’s an example of IVR Script; “Happy Holidays from [Your Company Name]! We appreciate your call. Our staff is taking a festive break to spend time with loved ones as we celebrate the holiday season. We’ll be back on [Date] to help you. In any emergency, please dial 9 to reach our on-call assistance. Press 1 if you have questions about product information or want to leave a message. We will respond shortly after we return. We appreciate your understanding and hope you have a joyful holiday season. We are grateful that you chose [Your Company Name].”
