IVR allows your business to simplify processes and streamline solutions for your customers. However, it is common that as users we can have bad experiences using an IVR system, that is why before implementing it you must consider some aspects to provide the best possible experience to your customer.

Here’s what you shouldn’t do when you implement an IVR.

1. Complex menu: People who call your IVR are probably busy or in a hurry, hence the importance of building a structure that simplifies the solution they are looking for. Therefore it is preferable to design a system with no more than four simple and concrete options that indicate to the user, different alternatives and they can choose the one that suits their problem. Try to sort the options according to the demand of requests made by your users.
2. The hidden agent: Perhaps the structure of your system is perfect but you should take into account that there are people for whom these types of systems are not familiar, so try to have within your first options, the opportunity to contact an agent directly.
3. Do not keep them waiting: Patience is not the greatest virtue of many and if you add to that the hectic lifestyle of today’s world, you should think about the time of your users. On the other hand, we know that there will not always be an agent available, so we suggest you, offer your users the possibility to call them back, as soon as an agent is unoccupied.

Do you need to implement an IVR System for your business?

In NextPointe, we design the interactions that your customers need.