If you are looking to interact with your callers and gather valuable information about your brand from them, you should consider investing in Interactive Voice Response (IVR) messaging. It allows you to accept voice calls and give relevant responses. This makes IVR messaging a crucial part of call forwarding and call routing. The secret, however, for getting the most out of an IVR messaging system is scripting the right response messages. As a guide, here are the rules that apply to the best IVR message examples:
Start with a Greeting
You cannot engage a customer without first greeting them. If you do, most customers will feel undervalued and may opt for other companies. It is also unprofessional.
The greeting should be warm and welcoming. Though you can’t shake hand over a phone call, your welcome greeting message should have the same effect. Simply put, you need to take time to greet and introduce yourself when the caller calls and initiate a discussion or a response depending on the type or nature of the call received.
Integrate Music
No caller expects to listen to a long and boring conversation as they wait to speak to an agent. This is why it’s advisable to integrate melodic music in your IVR messaging. If it takes 3 seconds to greet the customer and introduce your brand, you should take 4 seconds or more to play music.
Give it Brief and Warm
Every caller wants to go through a brief process to talk to an agent. So, keep your IVR message simple when welcoming the customer. It should only mention what’s important. In this case, you should short sentences that are sweet to the caller.
Include a CTA
After interacting with the customer, you should provide them with a simple way to act. You need to include a call-to-action to encourage them to call you or make a quick purchase. For example, you can include CTAs like:
• Call us today…
• Speak to us…
Department before Extensions
Most callers get frustrated when they are told to press so many numbers before they can talk to a call agent. They would rather be introduced to the department they are interested before they are offered the extension options.
Parting Thoughts
Overall, the best IVR message examples need to impress. Your callers should see reasons to stay on the line to engage you and make inquiries. Thus, it’s necessary to script your IVR responses with the caller in mind. You can achieve this with the above rules.