9 Ways to Optimize IVR experience

Opt for a multi-functional/advanced IVR system

1.

Focus on your customer’s prior interactions

2.

Offer an option for a callback

3.

Limit your IVR menu to five options

4.

Provide regular updates on their queue position or estimated wait time

5.

Focus on the right metrics

6.

Keep every part of your customers’ journey in mind

7.

Build your IVR menu around your customers

8.

Measure and manage your IVR regularly

9.