Nov 11, 2024
How to Optimize Your Self-Service IVR System
Today’s consumers value speed, convenience, and control—especially when it comes to customer service. Nearly 80% of customers prefer to solve their issues without needing to get in touch with a chinese malaysia phone number list live agent. As a result, businesses are increasingly turning to interactive voice response (IVR) systems.
A well-optimized interactive voice response system allows customers to resolve issues quickly without speaking to an agent. On the other hand, a poorly designed IVR can frustrate users, damaging your brand’s reputation.
In this guide, we’ll show you how to optimize your IVR self-service system and make it easy for your customers to get what they need.
What is IVR self-service, and how does it work?
An interactive voice response system is an automated phone system that uses speech recognition and artificial intelligence (AI) to understand a caller’s request and direct them to the right place.
IVR self-service uses a pre-recorded menu to guide callers through their options. Some IVRs use natural language processing (NLP) to understand what callers say verbally. Here's an example of what callers might hear when they make an IVR call:
