Your IVR Prompts Are Too Complex
A easy way to avoid common IVR script errors is reducing the complexity of your prompts. Many businesses get marketing or web content writers to craft their IVR prompts. The first caution here is that the written word does not match the spoken work. The Voice User Interface (pronounced Vooey) designer strikes a balance between being informative and keeping the IVR interaction simple to use. This whole process can feel a little confusing for the caller if not done correctly. Many companies make the mistake of assuming their callers need a lot of information up front and most of that is driven by a misguided legal group reading copy. TIP: Read your prompts out loud – If they sound strange, are difficult to speak or sound stilted to you, the designer, imagine how they will sound to the caller? They need to be changed
However, your customer knows who they are calling and why, so make it easy for them to get where they want to be. Here’s a simple IVR script example greeting:
Thank you for calling Acme Widgets.
- For billing, press 1
- new customers, press 2
- technical support, press 3
- all other questions, press 4
So, What happens next?
You’ll note that this is a pretty simple greeting. That’s great for your customers, who are busy and want to get to the proper destination quickly, not listen to a bunch of company virtues. Here’s an example of a prompt further in the system.
Thank you for calling technical support. Your call will be answered by the next available specialist.
In addition, your prompts may be inadvertently complex because they are out of order. In most circumstances, place the most frequently selected prompts first. Afterwards, your callers hear the option they want and can move on. There are exceptions to this guideline. You may want to put self-service options first or arrange the options to minimize errors.
Again, you’ll notice that a lot of time is not wasted explaining anything to the customer. They know the drill, so don’t irritate them with extraneous information. Keep your prompts brief by getting to the point quickly and moving callers into navigation/hold/service immediately. To continue to part three of our Common IVR Script Errors series, click here.
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