Bots are not only for graphic channels. When you call a company and listen a machine giving you options before being transferred to an actual person, that’s an IVR bot. IVR design helps us create the best options to solve the customer’s problem before interacting with a real person. This article will teach you all about IVR design.
What is IVR bot?
The meaning of IVR is Interactive Voice Response and it is a tool that businesses use to assist customers with a request using automated telephone systems. It works by giving options so that the customer can solve the task on their own or transferring the call to an agent in order to help them. IVR’s main goal is to give faster solutions to customer problems and reduce the amount of human and operational resources that involve one-on-one communication.
Transition to a more intelligent IVR Design
IVR first appeared in 1960’s and 1970’s so it can often be considered as an old technology that doesn’t get the best results. However, that can only happen if the IVR design is not well thought and applied in the process of communication between the customer and the machine. Nowadays, machine learning is helping us noticing what are the most asked questions, what problems need more attention or how many people end up talking to an actual person because the task couldn’t be solved previously. Mapping all that data and applying it in our IVR design we can simplify the process and improve the customer experience.
IVR design focused on the user
An IVR bot is successful when it achieves the company’s communicational goals but more important when it solves the customer needs. A study conducted by Purdue University suggests that bad IVR experience will make 63% of consumers stop using the company’s products or services. So taking that into account let’s see the best practices to get the perfect IVR design:
- Mention the most popular options first: Analyze the behaviour to see what kind of problems they have and the solutions you can provide. Select the more popular and put them in the first place of your IVR bot.
- Make it simple: Try not to exceed three levels and no more than five options in each one. Among those options, always include the option of talking to a real person, even though that’s not what we want as a company, surveys show that one third of users ‘always’ press zero to speak to a representative, and one third do it ‘most of the time’.
- Help the customer, not you: Don’t include any sales or marketing in your IVR. The customer is already contacting you and not for those reasons.
Create your IVR
We already know the steps we need to follow to create an effective IVR design. To make that process easier we can use a chatbot application like Botsociety that will give us the ability to create a mockup of our IVR.
We can visualize easily how our IVR design is going to feel during a phone call, including both voice recognition and key presses. Botsociety also gives us the opportunity to create a team to collaborate in the same design so we can get feedback, optimize it and make changes before the production of the full version, which involves investing time and money.
Once we finish, we can export it in Excel, Dialogflow or similar format. We can also share an interactive version of your prototype or create a Google Doc with all the phrases of our IVR. Botsociety will provide us an API so we can get the content directly from the design and, if necessary, make revisions from there without changing the code!
Creating an effective IVR design will not only help our customers get solutions, you will also save time, money and resources. Use a chatbot application like Botsociety to make your IVR chatbot simple and clear and improve customer experience and promote customer loyalty.