Nov 11, 2024
7 IVR Script Examples to Help You Build Your Own
Today’s customers want to independently handle customer service needs: 81% say they prefer self-service options, but many businesses believe only 60% want it. This 21-point difference can leave chinese malaysia phone number list many customers frustrated.
Interactive voice response (IVR) systems bridge the gap between what customers want—self service—and what businesses think they want. But an IVR system can be a double-edged sword. If the IVR script is poorly designed, it can make customers even more frustrated.
A well-crafted IVR script is so important. The right script can save your team time and help customers meet their needs quickly. In this article, we'll present seven examples of effective IVR scripts to inspire you and guide you in creating your own.
What is an IVR script?
An IVR script is a pre-recorded conversation that directs callers through a menu of options when they dial in. IVR systems use both keypad tones (dual-tone multi-frequency, or DTMF technology) and voice commands, along with pre-recorded messages. This means the caller can either press keys or speak to move through the menu.
Newer systems even incorporate artificial intelligence (AI) to create a more personalized experience for each caller.
