Creating a High-Converting IVR Script

Anh Luu
September 5, 2017

Almost all customer service calls are now handled by an Interactive Voice Response system, an automated phone feature that mimics natural human speech to redirect phone calls and resolve simple customer inquiries. There is an overwhelming likelihood of you encountering a few of these IVRs in your lifetime, including the ones that haven’t done a great job on behalf of the company it represents. That’s right, even automated attendants represent their respective companies. Customer service is customer service, whether or not you’re dealing with machines or human agents.

This means that the scripting matters a lot when you employ an IVR to interact with your customers. The IVR can usher the call lead into a smooth conversion or drive the caller away with its tasteless scripting and structure. Assuming that you’ve already opted for an advanced IVR such as Phonexa’s very own voice response system, all there’s left to do is for you to create an optimal script for it. We’ll introduce to you the term “positive scripting.” All this means is creating a script that encourages positive customer interactions and limits frustration. Software Advice conducted a study showing that 84% of surveyed customers felt that their call experience improved significantly when a representative (of any kind) doesn’t sound like they are reading from a script. Of course, when you have an IVR speaking to a person, it naturally uses a script. The solution, therefore, is to create an optimized script using positive trigger words and efficient structuring. To begin the process, keep on reading!

IVR Tips: Lean Towards Positive Words

Using positive words might sound like a no-brainer, but our bad experiences with IVRs tell us that it’s not common sense to every company. It can be difficult to phrase boring troubleshooting, surveys, or servicing options in an exciting and positive light. Yet, it’s worth it to try your best to make your IVR script as encouraging as possible. Positive words leave a lasting impression on your callers, which ultimately increase customer retention rates.

Positive trigger words all have something in common: they exude a sense of empathy and emotional support that’s often lacking in automated attendants. Rather than scripting the IVR to say, “Okay,” which feels just like how it sounds – “okay” – simply use more affirming words, such as the examples we listed above. This small yet significant change in diction will set the right tone for the rest of the conversation.

IVR Tips: Keep it Brief

Brevity is key when it comes to IVR scripting (and customer service in general). When customers make the effort to call in, they simply want their issues to be resolved as soon as possible. Nothing is more frustrating than being misunderstood by the IVR, being misdirected, getting hung up on, and being put on hold indefinitely. So, make it a point to keep your IVR script as concise and accurate as possible. If you can take out a few words to make the question clearer and more direct, do so. Here are a few examples:

Too Verbose: Please describe your issue so we know which department to transfer you to. You can give keywords, such as, “Check balance,” “Make purchase,” “Returns and exchanges,” or “Speak to an agent.”

Corrected: Please describe your issue or press 1 to be transferred to an agent.

Too Verbose: Thank you for calling [company name]. Our operators are busy during this time. If you would like, please wait a few moments while we get you connected with the next available customer service representative.

Corrected: Your call experience is important to us. Please hang on while we find the next available agent to service you.

In addition, you should also ensure that your options are kept to a minimum as well. The Harvard Business Review found that it actually does more harm than good when customers are presented with too many options. Not only does it slow down the decision making process, it also confuses your customers and discourages them from choosing any options at all.

With these tips in mind, your next IVR script will be as efficient and effective as ever. For more advice on how to successfully customize your IVR script, request a demo with Phonexa today!

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