{"id":50610,"date":"2022-01-20T08:17:22","date_gmt":"2022-01-20T16:17:22","guid":{"rendered":"\/us\/en\/blog\/?p=50610"},"modified":"2024-07-23T22:47:08","modified_gmt":"2024-07-24T05:47:08","slug":"six-best-practices-for-ivr-scripting","status":"publish","type":"post","link":"\/us\/en\/blog\/six-best-practices-for-ivr-scripting\/","title":{"rendered":"6 best practices for IVR scripting"},"content":{"rendered":"<p><strong>Highlights<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">An IVR solution is a key inflection point for customer interactions.<\/li>\n<li aria-level=\"1\">Businesses need to think of their customers\u2019 desires first to create effective IVR scripts.<\/li>\n<li aria-level=\"1\">Quick and easy access to an agent helps to ensure a satisfying client experience.<\/li>\n<li aria-level=\"1\">IVR scripts should be regularly updated.<\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>The company Interactive Voice Response (IVR) solution is often the first gateway that customers encounter when interacting with your firm. It\u2019s imperative to make that experience as user-friendly, helpful and streamlined as possible. To meet that goal, IVR scripts must be simple, offer a quick way to reach an agent, and be regularly updated.<\/p>\n<p>Recently, corporations extended the number of ways that customers can contact them, supplementing traditional voice calls with digital options, like email, online chat, and social media. Despite the new options, IVR investments continue to rise: the worldwide market was valued at $3.72 billion in 2017 and <a href=\"https:\/\/www.einnews.com\/pr_news\/553084712\/interactive-voice-response-ivr-market-size-2021-cagr-6-79\">is expected to reach<\/a> $7.17 billion in 2027, a CAGR (Compound Annual Growth Rate) of 6.79%.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>\ud83d\ude03 \ud83d\ude20\u200a<b>\u00a0 <\/b>\ud83d\ude23\u200a<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03\u200a<b>\u00a0 <\/b>\ud83d\ude20\u200a<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"69d7b79403825\" id=\"69d7b79403825\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d7b79403825.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d7b79403825.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">So, what steps can organizations take to ensure that their IVR scripts (the steps the devices follow to collect customer information and answer their inquiries) work as efficiently as possible?<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Include a call-back option<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Avoid offering too many options<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide customers with the ability to speak to a person<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Avoid jargon<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Test the system<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be ready to monitor and change IVR scripts on an ongoing basis<\/span><\/li>\n<\/ul>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">1. Include a call-back option<\/h2>\n<p>No one wants to wait on hold indefinitely, so an IVR solution should tell consumers approximately how long their wait times will be. Giving consumers the option of having the system call them back instead of keeping them on the line enables them to go about their business, reduces the frustration often felt when waiting, and improves customer satisfaction.<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">2. Avoid offering too many options<\/h2>\n<p>When customers call, they may not have paper and pen ready to take notes. They can&#8217;t accurately track more than a few IVR menu options, which often come in rapid fire. If they feel overwhelmed by the number of choices, clients press 0 to speak with someone, use the most general option, or hang up.<\/p>\n<p>The longer the option lists, the larger the number of abandoned calls, and the less fulfilled the customer feels. Instead of annoying clients, break IVR options into very small, manageable chunks. Rather than present eight options, present them with two, each with four options. Everyone benefits.<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">3. Provide customers with the ability to speak to a person<\/h2>\n<p>Here, organizations need to put customer priorities ahead of their own. To reduce costs, the business wants to offload as many calls as possible to the IVR. Consequently, sometimes, they make it challenging for clients to reach an agent.<\/p>\n<p>Many customers become infuriated when they have to wade through a series of prompts to talk to an agent, so make it easy for them.<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">4. Avoid jargon<\/h2>\n<p>Many organizations become comfortable with industry terminology that is quite familiar to the staff. When IVR scripting, they need to view the interaction from the customer\u2019s standpoint. If they are not familiar with a term, how can they get the help they need?<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">5. Test the system<\/h2>\n<p>Employees spend their time with the IVR system and often lose sight of how a first time or occasional user interacts with it. Once you have a draft script, test it with friends or family that are unfamiliar with your system and see how they navigate their way through it. Their experience should help you identify where prompts are confusing or cumbersome.<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\">6. Be ready to monitor and change IVR scripts on an ongoing basis<\/h2>\n<p>IVR scripting is the first step rather than the last in providing a satisfying customer experience. Corporations need to allocate funding to periodically monitor system prompts\u2019 usage and effectiveness.<\/p>\n<p>The check may identify wrong or outdated information. For instance, your business hours or website address changed. It also helps to identify new bottlenecks and enable you to continually improve the system, which never reaches 100% efficiency.<\/p>\n<p>&nbsp;<\/p>\n<h2>Learn how the RingCentral IVR Improves your business<\/h2>\n<p>IVRs are a foundational building block in customer service. A <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">RingCentral call center solution<\/a> provides your company with many benefits.<\/p>\n<p>Nowadays, customers expect service whenever it fits their schedule. An IVR is not dependent on humans\u2019 typical 9 to 5 schedule and is available 24 hours a day, seven days a week.<\/p>\n<p>No matter how large or small your business is, you want to project a professional image. At one time, IVR solutions were expensive and available only to large enterprises. Today with the advent of cloud solutions, they have become so simple to install and inexpensive to use that any firm can easily justify their deployment.<\/p>\n<p>Why not give your customers a better experience with an IVR solution? The IVR speeds problem resolution by providing callers with needed information and transferring calls to the right agent ASAP.<\/p>\n<p>Contact us today for more information about <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html#ring-cc-off\"><strong>RingCentral\u2019s IVR solution<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights An IVR solution is a key inflection point for customer interactions. Businesses need to think of their customers\u2019 desires first to create effective IVR scripts. Quick and easy access to an agent helps to ensure a satisfying client experience. IVR scripts should be regularly updated. &nbsp; The company Interactive Voice Response (IVR) solution is &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50612,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-50610","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 best practices for IVR scripting | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"IVR scripts should be clear, avoid industry jargon, and create a fruitful customer experience. 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