Whether you’re calling a restaurant to see if they can get you in on Saturday night or calling a delivery company to re-schedule a package drop-off – as a caller, you need to know that you’re being heard, the agent is taking your request or question seriously, and that they are ultimately capable of carrying out your request.
That’s live answer.
Encountering an IVR – or automated answer -- should still impart those same feelings of confidence that the company sees you as legitimate and values you.
How can you design a front end greeting that addresses caller’s expectations, takes charge of the interaction, and inspires confidence?
Make Sure the Options Reflects Why They’re Calling In
Pinpoint the top five reasons why people call your company. Of those five, what are the most important/urgent/frequently used options? Put those first. Review this order regularly to make sure that this option hierarchy is till applicable and relevant.
Time Is at a Premium – and You Know That
Just acknowledging and respecting that the caller has sacrificed time to call in goes a long way to earning their trust. It *is* a big deal to call in; and it probably means that their problem is so specialized (or tricky) that they needed to call the company, as opposed to solving the issue in a self-serve way on your website. Let them know that you see their commitment of time and you will meet that with fast, efficient options in your IVR that will get them to right department.
Reinforce That They’re in Right Place at the Right Time
Let’s get back to the customer service axiom of the importance of keeping a customer – and how’s it’s more expensive to get new customers than to retain one. It’s a fortunate thing that callers are showing an interest in your company; it’s a tragedy when the caller gets the impression that they’re being managed, controlled, or “velvet-roped” away from the service they want. Your IVR needs to welcome, reinforce that the caller is valued, and that this IVR is so well designed, that it will align them for the best possible live service when they get to an agent.