How to Improve Customer Support by Using IVR System?

February 11, 2023


Interactive voice response (IVR) customer service by Asterisk2VOIP can be a great way to improve your customer experience. 

Using an automated menu system, you can help customers get the information or assistance they need quickly and easily. However, there are things you can do to ensure your IVR customer service provides the best possible experience for your customers. In this blog post, we outline some tips to improve IVR customer service.

What is IVR?

Interactive voice response, or IVR, is a form of customer service that allows customers to interact with a menu system over the phone. Customers can use our IVR to inquire about a product or service, schedule an appointment, or make a purchase. 

Our IVR systems can be very beneficial for businesses as they can automate customer service and help reduce waiting times.

How to Use IVR for Customer Service

Using IVR for customer service is a great way to improve the customer experience. Using an IVR system, you can give customers a quick and easy way to get information or help reduce wait times for customer service agents by providing them with the assistance they need.

Advantages of Using an IVR system

There are many benefits of using an IVR system for customer service. Some of them are:

Reduce waiting time

You can help reduce customer wait times by using an automated menu system.

Improve customer service

The IVR system helps customers get the information or help they need quickly and easily, providing better customer service.

Cost reduction

IVR systems help reduce customer service costs by automating customer service tasks.

Increase efficiency

IVR systems can automate customer service tasks, which can help improve efficiency and free up employees to handle other tasks.

24/7 availability

IVR systems can be available 24 hours a day, seven days a week, which can be beneficial for businesses with long hours or global operations.

Tips for Using IVR to Improve Your Customer Experience

Make the IVR menu simple and clear

Make sure your IVR menu is easy to navigate. Customers should be able to find the information they need or get help. If your IVR menu is confusing, customers may get frustrated and give up. 

Keep your IVR messages short and to the point. Customers don’t want to hear long and drawn out messages. Keep your message clear and concise so that customers can easily understand them.

The best practice to follow when creating an IVR menu is to use natural language. Conduct user research to determine what phrases and language are most appropriate for your client audience. Then use what you find in your proposal. 

This will make it easier for the customer to understand what to do and make it easier for the customer to use the IVR.

If the options change, refresh your IVR menu

If you change your product or service, update the IVR menu accordingly. By keeping your IVR system up to date, you can ensure that customers always have the most accurate information. 

Find software and systems that make it easy to gather insights from IVR system data, then apply those learnings to fine-tune your system. You can gather insights from agents who speak directly with customers.

Speak briefly

An IVR system can be overwhelming, offering too much information to cover all possible scenarios! Remember that callers spend time and money listening to unnecessarily long audio suggestions. Keep your IVR script up to date and help you get to your destination quickly and easily.

Manage your team for success

Don’t forget to provide your customer service representatives with the tools they need to handle customer calls using an IVR system. Update the menu options available. This will ensure that the customer service team is ready to help customers who contact your company.

Cut confirmation

Callers may experience other difficulties with the IVR, having to repeat their selection and confirm each entry. While validation can reduce errors such as entering policy numbers, they can quickly become annoying when needed every time. Use the phone number to match the phone number listed in the policy.

Diversify customer service options

Consider using an IVR for customer service in addition to other channels such as live chat or email. This helps us reach more customers and provide the best customer service experience.

Check your IVR system regularly

Monitor your IVR system regularly to make sure it is working properly. If there is a problem, you can detect and fix it immediately. When an IVR program is inconsistent or broken, callers won’t use it, which can be a waste of time and money.

Measure the efficiency of your system

There are several key metrics you can measure to track the effectiveness of your IVR system. This includes customer satisfaction, first call resolution and abandoned call rates. By tracking these metrics, you can identify areas where your IVR system needs improvement.


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