5 Tips for the Best IVR Messaging and IVR Script

Why is IVR Messaging Important?

If your company has an IVR auto attendant system, chances are good that it might be the very first impression of your business for many of your customers or clients. Your IVR scripts are essentially your company’s first line of customer service, so you want to make sure your IVR messaging to them is on point. One of the best IVR advantages is that an automated attendant can handle a much larger volume of callers than live support agents, saving on cost and increasing efficiency. It doesn’t require organizations to change their hardware or software in order to implement a fully automated way to connect customers to their proper departments and deliver useful information while holding.

Let’s take a look at this basic main menu IVR script sample and review the 5 reasons why it works.

IVR Message Example – IVR Script Sample

Hello and thank you for calling [Your Company Name]. If you know the extension of the person or party you wish to reach, please enter it now.  For sales, press 1. For technical support, press 2. For billing and payment inquiries, press 3. For more information on our company, press 4. To speak with a live representative, press 0 at any time. To repeat this message, please press pound.

1. Greet Your Clients From the Start in your IVR Messaging

As mentioned, your IVR script’s opening line should be as pleasant and professional as if you were shaking hands with a new client or business partner for the first time yourself. The best IVR messaging is a quick intro to lead into your company’s menu option, which will efficiently direct your callers to where they need to go.

2. Keep IVR Script Short & Sweet

The prompts in this IVR script sample are both direct and on message. Be concise. Remember, the time your caller spends navigating your menu is not just their time, but the time you could be more directly engaging them in a more meaningful way. We can all get frustrated with IVR prompts that seem as long as a Tolstoy novel, so in order to keep your callers focused on the menu options you are offering, try and keep your IVR messaging economical. The caller’s attention span is shorter than you think.

3. For IVR Messaging, Sometimes Less Is More

In keeping with the theme of concision, we find that the best IVR script won’t feature a long list of departments that can sometimes be difficult for callers to navigate. Too many options at your main menu, and impatient callers start hanging up or pressing 0 for a live representative right away. A good way to avoid losing your caller is to keep a menu that is easy to digest upon first listen. Try narrowing the initial list of department options down to a few general groups and expand from there.

4. IVR Script Prioritizes Departments First, Extension Second

Unfortunately, an all-too-common common mistake in many IVR scripts is the simple way each menu option is phrased. It is much easier to first get your caller’s attention by first announcing the department they may wish to reach (“For sales….”) followed by the extension number (“….press 1”). This phrasing gives your clients time to process the options and make their decision, rather than the other way around (“Press 1 for sales”). It may seem like the minutest of details, but it is far more effective at directing your callers efficiently.

5. Modernize IVR Script: When Was the Last Time Anyone ‘Dialed’?

This is a bit of antiquated terminology that really has no place in any modern IVR Script. Maybe 40 to 50 years ago people were ‘dialing’ with rotary phones from their homes, but in today’s fast-paced world, most users have iPhones that operate at lightning speed. The prompt message “press” is a far more representative instruction today. Again, many clients and other businesses will draw an initial impression from their first IVR experience with you, so the last thing you will want is for your company to sound behind the times.

How to Know When to Update IVR Script? 

The best IVR script for your business is one that has consistent IVR messaging and considers what is most important for your callers. Of course, as times change and IVR systems modernize, new trends and best practices emerge for better call navigation and caller efficiency in your phone system. However, following these suggestions will help to draft a good solid framework and provide a smooth-flowing experience for your callers!


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