Love them or hate them, IVR’s are a necessity in many industries, so if you need one, you should have the best IVR possible.
In an age when people have information at their fingertips, waiting on-hold can be frustrating. Opportunities to differentiate yourself from your competitor should be embraced and excellent customer service is one area you can really stand out. In a survey by Microsoft, 90% of people admitted customer service was a factor in deciding whether to do business with a company or not. So, giving your customers the best customer experience possible is imperative and this includes when they call you and have to wait on hold.
So what makes your IVR bad?
The stats speak for themselves:
63% have an issue with being forced to listen to irrelevant options
54% just wanted to speak to a person and the IVR was a barrier
46% of people think the menus are too long
45% say they often have to repeat themselves
These are not small figures and could seriously be damaging your bottom line. But what can we do? I hear you ask… Well, call your business, listen to your IVR messages, and ask yourself, would you be happy on hold?
Vonage reported that 85% of people have hung up on a call centre without resolving their need, why?
65% listed missing options
63% irrelevant choices
46% overly long menus
So, if you want to improve customer experience, start with your IVR script.
We’ve compiled some example IVR scripts to help, but remember, these are just a guide. An effective IVR message should be tailored for your business.
The Greeting Message IVR Examples
The greeting message is very most important, it sets the tone of the call. It must be able to identify your customers’ needs and quickly point them in the right direction. There are several options on how to structure this, the most popular is by department, or by your most common enquiries. Remember to keep the initial menu as short as possible (three or four options is a good limit). You can offer more choices later at each stage.
Thank you for calling Onhold Studio, let’s get you to the right person.
For customer service, please press 1.
For sales, please press 2.
For accounts, please press 3.
To speak to a member of the team, please press 0.
Once you caller has moved on to the next phase, you can route them through to a person, of if you are a bigger organisation, pass them through to a sub menu, to narrow down the request to smaller teams. The few layers the better in our experience to avoid hang ups.
We want you to talk to the right person, so here are a few options
To set up a new account, press 1.
To make changes to your account, press 2.
To speak to a member of the customer team please press 0.
Closing Message IVR Examples
A closing message is a great way to end the call. It is also a great opportunity to gather feedback on your call redirecting them to a customer satisfaction survey
Closing IVR Message Script
Thank you for calling Onhold Studio.
If you have another request, you can return to the main menu by pressing 1.
We would like to ask you how we did today. Please stay on the line to take a short survey to help us improve our service.
Otherwise, you can hang up any time. Thank you again for calling Onhold Studio.
After-Hours IVR Sample Scripts
After-hours messages are a slightly different. With no agent to speak to you need provide enough information so the caller knows what to do
Thank you for calling Onhold Studio. Our offices are currently closed. Please visit www.onholdstudio.co.uk for more information. If you would like to speak to a member of the team, please call us during business hours, Monday to Friday, 9a.m. to 5p.m. If you would like to leave a message, please wait for the beep. Thank you again for calling Onhold Studio.
You may have different opening times during the holidays, having a holiday greeting is a great way to let your callers know when you’re open.
Thank you for calling Onhold Studios, we are currently closed in observance of [holiday name]. We will return on [Date] at 9a.m. if you would like to leave a message, please wait for the beep. Thanks for calling Onhold Studio.
Marketing IVR Messages
Here are a few examples:
Don’t forget to update your IVR messages, please ask a member of the team about how we can help.
We are always interested in hearing how we’re doing, if you are happy to do so, please stay on the line after you call to complete a short survey.
Onhold Studio has been developing custom on hold audio messages for almost two decades! We specialise in audio marketing for both VoIP and conventional telephone systems. Our team can handle every step of the process for you, whether you need music or on hold messaging, call menu options, or out-of-hours audio messages.
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Onhold Studio has been developing custom audio messages for almost two decades! With simple pricing, expert scriptwriting, professional voice talent, and editing and post production, all included as standard. We can provide professional audio for telephone systems, eLearning and tutorials, tv and radio commercials, in-store announcements, videos, presentations and so much more. Get in touch today to find out how we can make your business sound amazing.
Amazing work as always. Extremely professional and excellent quality recordings.
We've used this companies services a few times now and can say they have exceeded our expectations on every occasion the attention to detail is absolutely first class.
It's been a please working with OnHold, a really top-notch service and very professional and efficient. For anyone needing similar services, they would be my first recommendation!
We've worked with Onhold Studio for 2 years, having chosen a contract to produce audio messages for 2 businesses.
Firstly, they were negotiable to adjust the plan to our needs and have been kind to give a good will gesture for something that was out of the contract.
Overall, there is a great choice of voices along with background audio and the team have always produced the on hold messages very quickly. They have been accommodating with our changes at amendment rounds and produced what we were expecting.
Excellent from start to finish.
Brilliant service, very happy with the customer service. They really understand your requirements and try their best to help you as much as possible! Special thanks to Alex for all your help.
Halli at One Dental
first class service from start to finish.
Good at what they do. Happy to help and guide you as needed. Have used a few times now, would certainly recommend.