HoldcomIVR systems. We’ve all used it and we’ve all had experiences where we were trapped in a routing loop unable to reach a human being and stuck yelling at a “robot” we can barely understand.
When was the last time you’ve had an experience like that? How did it make you feel about the brand who provided that experience to you? Probably not good.
Working in our Client Relation’s Department we often get asked what is the difference between a voice prompt and IVR (Interactive Voice Response). IVR is a telephony technology that can process a combination of touch tones and voice inputs. IVR uses voice prompts to provide callers’ with instructions and directions for accessing information via phone. Voice prompts are used within an IVR? Yes, that wasn’t a typo, prompts are audio files that provide greetings or informational messages within a telephone voice processing system. They can be sentences, phrases or individual words. Unlike voice prompts an IVR system consists of a database, telephone equipment, a supporting infrastructure and software applications. Most IVR applications include:
The first impression that clients and customers have on a business is a pretty important one. The typical first thing a client does is make a phone call to your business. When choosing to use IVR or an automated voice attendant, it is important to create a pleasant and simple experience for the caller. Utilizing an automated system has many benefits for your company or business!
Although automated phone greetings are often the first interactions customers have with your company, many small business owners don’t take necessary steps to make sure they are making the correct first impression. Deciding what options to present and composing a concise and understandable greeting are difficult for many people. Thus selecting the right auto attendant/IVR to sound like a bigger company is a crucial step in presenting your business to the public. Here are suggestions on how you can set up your IVR to best meet customer needs.
Small businesses using the right auto attendant/IVR can sound like a bigger company. Small should mean professional. With 21st century technology, it’s possible for a small company to present itself just as professionally as a mega-corporation.
In Healthcare, IVR Systems are used to automate a wide variety of tasks: route calls to different departments, announce office or facility hours, allow patients to confirm appointments, and more. In many cases, the functionality of a system is limited by the way the prompts and announcements are written, read, and structured. How do you ensure your IVR System sounds as good as it promises to work?
Your IVR or Auto Attendant system is like the front door of your business – it’s the first thing people see and the first impression callers get. Not only is it the first impression, but a crucial part of your customer experience. When coupled with well-written voice prompts, the system helps callers navigate your phone system and reach an agent efficiently. A poorly constructed phone system can lead to caller frustration and aggravation.
We’ve gathered some popular Auto Attendant script examples to illustrate how a clear and concise script should look. Check out these scripts below and learn what makes them so efficient when communicating with callers.