4. How to Build an IVR Your Customers Won’t Hate

Always On CX:EX

Designing an IVR your customers don’t hate isn’t as difficult and time-consuming as it sounds.

And no, we’re not talking about another DTMF menu. No one likes waiting through a list of nine options to then forget what #3 was.

We’re talking about speech-driven or conversational IVRs. You know, the ones that:

- Callers are no longer limited to 10 options (10 keypad buttons), so you can fit in tens or hundreds of IVR destinations with a conversational IVR

- Allow callers to openly ask for a destination, rather than having to choose from a closed set of options

- Allows the caller to reach the best possible destination quickly, even if it’s a small office, lab, specific location, etc. - which couldn’t have been made accessible with DTMF IVR.

Here you’ll learn:

- What is a Conversational IVR?

- How to create a Conversational IVR

- Typical mistakes when setting up an IVR

- Tips for creating conversational IVRs your customers will love

By the way, this is all possible within the Teams Voice application with AudioCodes Voca.

👉 Create a Conversational IVR in less than 5 minutes and use it free for 30-days: https://voca.audiocodes.io/signup

P.S. Voca supports 14 languages and phone numbers are provided for you!

👉 Learn more about AudioCodes Voca: https://www.audiocodes.com/solutions-...

Chapters:

1:19 How has the IVR gotten to be the staple in the customer journey

5:04 What are the advantages & disadvantages that come with adopting a new IVR & how do they impact CX?

10:27 What's a customer self-service IVR flow & how would a company set one up?

16:01 Typical mistakes we see companies make in IVR design

23:22 Tips do you have for setting up a world-class IVR