Interactive Voice Response (IVR) systems, also known as automated assistants, are designed to automate telephone call processes.
IVR systems help reduce many burdens for both callers and recipients. However, if these systems are not properly integrated into company workflows, they can lead to customer frustration and ineffective problem-solving, harming the business's reputation.
An IVR system is a crucial component for ensuring smooth workflow, whether you're offering customers the ability to pay their bills over the phone or managing increased inquiries during a power outage.
There are many IVR solutions available today, making it difficult for companies to set up the system correctly. These complexities can lead to mistakes that make IVR systems less effective.
In this article, we will explore the common mistakes companies make when implementing their IVR systems, how to avoid or correct them, and how to maintain a positive customer experience.
Find out more: What is IVR? How Does It Work, and What Is Its Importance? | Modn
1. Offering Too Many or Inappropriate Options
Providing as many options as possible for callers when designing your IVR system is essential, but there’s a fine line between offering a variety of choices and overwhelming callers with too many unnecessary, repetitive, or irrelevant options.
Offering too many choices can confuse callers, leading them to select the wrong option. As a result, the system fails to achieve its purpose and frustrates customers seeking answers to specific questions related to your services.
Therefore, when setting up your IVR system, ensure the options are arranged in a concise and appropriate manner, making it easier for customers to meet their needs quickly and effortlessly.
2. Long or Complicated Voice Messages
Customers call your business to inquire about something, provide feedback, or report a problem—all of which are time-sensitive. Therefore, your IVR system must offer real-time assistance.
Your customers should be able to get help as quickly as possible, regardless of the issue or inquiry. Ensure that your IVR system’s voice messages are not too long, complicated, or ambiguous. Keep them as precise and clear as possible to avoid confusion and provide swift service.
Long messages can lead to:
· Customers forgetting the available options.
· Distraction and loss of focus.
· Choosing incorrect options, forcing them to start over.
3. Not Providing Callback Options or Follow-Up Surveys
IVR systems cannot resolve all possible inquiries. So, what happens in such cases? Does the customer leave without a solution? Do they need to call again after some time?
Customers should have the option to request a callback. A customer may have exhausted the available options and needs to speak directly with a representative, or something may have come up that prevents them from waiting on hold. Offering a callback option significantly improves customer satisfaction.
Additionally, not providing follow-up surveys is a common mistake many companies make. Feedback is vital for measuring customer satisfaction and is invaluable for improving operations to ensure the best experience and results. Ask customers if they are interested in providing feedback before sending the survey. If you ask beforehand, you’re more likely to receive completed surveys.
4. Hiding the Most Important Options in the IVR Menu
Hiding critical options within a long, complex menu is a common mistake in IVR design. For example, an internet service center might have 14 different options, with the last one being, "If you are experiencing a complete service outage, please press 0 to speak directly with technical support."
If a customer is facing an unexpected internet outage that affects their work or studies, it would be better to provide this option at the beginning of the menu for faster assistance.
This also applies to customers facing urgent technical issues with internet service or other services. It’s crucial to provide a direct and fast path to human support. Companies should identify the top five reasons customers call and prioritize them at the top of the menu based on importance or frequency to quickly and efficiently address urgent needs.
5. Difficulty in Reaching a Live Representative
Sometimes, the caller needs to bypass the IVR system and speak directly to a representative. The question is: how quick and easy is it to do that?
The IVR system loses its purpose entirely if customers find it difficult to solve their issues without speaking to an employee. While automated options are sufficient in most cases, some may be completely unhelpful.
This happens when customers have complex inquiries or need to report personal service-related issues. Therefore, your menu should have a clear path to reach a live representative.
6. Poor or Inconsistent Voice Quality
Recording menu options internally within the company is a problem that should be avoided when setting up an IVR system. Although in-house recordings might be cheaper, they can lead to other issues.
Poor or inconsistent voice recordings can confuse callers, making it hard for them to understand the menu options. This results in frustration, anger, and unresolved issues.
Ensure that your callers can easily understand your options by using professionally recorded instructions that are neither too slow nor too fast. High-quality voice recordings that balance formality and friendliness are always preferable. Avoid inconsistencies in voice tone or volume in the recording.
7. Overstating the Size of the Company
Some IVR welcome messages offer more than 15–20 options, all leading to the same point of contact.
Callers end up speaking to the same person whether they choose the accounting option or technical support. Small businesses understand this because employees handle multiple tasks. However, excessively adding options or subcategories is an unnecessary attempt to exaggerate the company’s size.
It’s better to limit the opening menu to 4 or 5 options at most. A small company delivering performance beyond customer expectations is far more impressive.
8. Annoying Hold Music or Inconsistent Volume Levels
No one enjoys waiting, especially in phone queues. However, long wait times are sometimes inevitable, especially with a large customer base. Using annoying music or repetitive, aggressive sales messages makes the waiting experience worse.
Prioritize moderation. It’s recommended to use pleasant and non-distracting music at a reasonable volume. In some cases, this can make customers forget how long they’ve been waiting.
9. Poor Call Routing
Inaccurate call routing frustrates callers, leading to incorrect transfers or long hold times.
Ensure the routing system is finely tuned based on caller inputs or information provided during the call. The system should be tested regularly for efficiency and provide a personalized experience using smart algorithms based on the caller’s history or account data.
10. Weak Integration with Other Channels
The IVR system should be integrated with other channels like chat, email, and social media to ensure a seamless experience. There should be an easy transition between channels without needing to re-enter information, ensuring a smooth and unified customer experience.
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