🎛️ How Can I Customise the IVR Menu and Improve Customer Experience?
Your IVR (Interactive Voice Response) menu is the first impression a caller gets about your business. Customising it thoughtfully helps reduce drop-offs, route queries faster, and offer a more pleasant experience to your customers.
🛠️ Ways to Customise Your IVR Menu
- Define Clear Menu Options: Keep options short and specific. Avoid more than 4-5 primary choices.
- Use Multiple Levels (if needed): For example, “Press 1 for Sales → Press 1 for New Orders, 2 for Bulk Orders”.
- Upload Custom Greetings: Use your brand voice or professional recordings to sound polished and reliable.
- Add Language Selection: Serve regional customers by offering Hindi, English, or local dialect options.
- Include Operating Hours Message: Let users know when your team is unavailable and what to do next.
- Route by Time/Agent Availability: Set up dynamic routing based on business hours or agent login status.
✨ Tips to Improve Customer Experience
- Keep It Short: Avoid long welcome messages. Direct users quickly to action.
- Offer a "Talk to Human" Option: Always include an option to connect with a live agent.
- Provide Self-Service Info: Share key updates like order status, tracking, or FAQs via voice.
- Use Smart Call Routing: Prioritise VIP clients or route calls based on CRM tags.
- Record Calls: Use call recordings to review agent handling and improve future flows.
🚀 Example IVR Menu Flow
Welcome to Muzztech Wireless Pvt Ltd! Press 1 for Sales → 1 for New Enquiry → 2 for Ongoing Deals Press 2 for Support → 1 for Technical Help → 2 for Billing Press 3 to Speak with an Executive
🤝 How Muzztech Helps
- Free IVR flow design consultation
- Multilingual recordings & professional voice-over
- Custom time-based and region-based call routing
- Real-time dashboard to monitor customer experience
Need help designing your IVR? Email us at support@muzztech.co.in and our team will assist you in creating an effective and user-friendly flow.