IVR Design

Don't Let Your Customers Get In A Tangle

REDUCE EFFORT AND INCREASE SELF SERVE IN YOUR IVR

When the call connects and your IVR kicks in, your customer journey begins. It’s not just the direct conversation between the customer and your agent that creates the experience – it’s the steps that lead up to it too.

IVR stands for Interactive Voice Response. It’s the options your customer hears when they call you, and the route they take after pressing each button. A successful IVR design will guide your customer to the right place or person to help them.

Years ago, companies wanted to ‘delight’ their customers. Now it’s about making the process as smooth as possible, so they’re in the best frame of mind for their call. Nobody wants to spend their lunch break being sucked into an abyss of repetitive options and messages. Where appropriate, companies are moving callers over to cheaper self-serve or digital channels too. Either way, the journey needs to be easy for the customer and beneficial to your business.  Miss-routes, disjointed journeys, calls being transferred between departments and a lack of consistency can all lead to a negative experience and a disappointed customer.

Perceived wisdom tells us that you should have a certain number of layers on your IVR, and a maximum number of options on each. But in our experience, one size doesn’t fit all. Due to customer demographics and project goals, each set-up is unique and needs its own bespoke design to help it perform at its best.

Over the last twelve years we’ve designed hundreds of IVRs that have helped businesses reduce their abandoned calls, increase their Return on Investment and enhance their customer experience. We’ve worked in industries such as Retail, Travel, Financial Services, Telecoms, Housing and Local Authority.

We get to understand your business and objectives, so we can design an IVR that works for both you and your customers. Our designs are flexible and can be applied across any IVR platform that’s in place now, or in the future.

With regular IVR health checks and support, we’ll help you keep your IVR up to date and on top of its game.

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CASE STUDIES

BROWSE OUR LATEST CLIENT CASE STUDIES

Have a read and see how we’ve taken our clients on a journey from where they were, to where they want to be. If you’d like to know more about the projects or talk to our clients about their experience of working with us just let us know.

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