IVR Searches are audio-based, commonly used in Call Centers. Once the customer has interacted with the Call Center agent, they will be transferred (automatically or manually) to a voice-promoted polling system. Voice prompts provide the survey questions and the customer enters their response via the telephone keypad and/or speaking their responses.
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At researches in the URA provide your business with helpful feedback that can help you increase customer satisfaction and loyalty, and show your customers that their opinion matters. Interactive voice response technology can elevate these surveys, creating a seamless experience for recipients where they can interact with the survey via a simple keypress or voice response.
If you want to do an interactive voice response survey, however, you'll need more than great technology to perform well. Below are five best practices to help you create URA searches!
5 Essential Tips to Create the Best URA Surveys
Do short surveys
When it's about researches in the URA, less is more. Don't ask your customer for excessive details and long winded questions. To avoid the dreaded disconnection, keep the search a few minutes, no more than five. If your questions exceed five minutes, split the survey into two separate calls or focus your survey on a specific topic for brevity.
Keep language simple and clear
When creating your survey message, avoid slang and colloquial language and provide clarity in your instructions. Refrain from using complex words or those that are indicative of a particular language dialect. When providing instructions, repeat them and include enough detail so that the recipient understands exactly what to do. Also, practice your diction and advertising before registering your search message. This will help you focus on keeping your communication clear while recording.
Test a small segment of your customers and rate the response. If it is low, make adjustments and try again until you get a better response. Once you've found your sweet spot, send the survey to all your customers, excluding test groups, so they don't receive a repeated survey.
pay attention to the time of day
Plan the time of day to send your URA searches. You will receive the best response by sending it when your customers are available to participate. These hours will be different for each company and the right time will depend on the particularities of your audience. For example, if you're targeting stay-at-home moms, submit the survey during the day around a child's nap time. However, if you are targeting career professionals, submitting the survey after hours will yield the best answer.
Avoid asking questions that might require two answers. For example, “Did the representative help you and provide a solution to your problem?” It's not a yes/no question. If the representative was helpful but did not provide a solution, the recipient will not know how to respond. Keep your questions detailed and succinct, introducing one question at a time.
Use these best practices to drive researches in the URA of high response and get feedback from customers. If you want to try Telephone Systems Services's interactive voice response technology, get in touch and discover all our solutions!