We put together this IVR check list so that you can quickly see how you can improve your voice menu. We differentiate between the Basics that you should absolutely make sure you get right and some more Advanced approaches.

Customer support is an important edge in this super competitive market, so it’s worth considering if any of the advanced options might be for you given your stage.

And of course, always test! Imagine you are a customer and call your company’s number. See how it feels!

We’d love to hear from you! If you find this useful or there is something we forgot - drop us a message at [email protected]!

IVR basics check list

Greeting message check:

• [ ] You can clearly hear every part of the greeting
• [ ] There’s no background noise
• [ ] The greeting + routing message is shorter than 40 seconds
• [ ] Out of hours message conveys next steps:
  • [ ] Either when you are open next and they should try again
  • [ ] Or encourage the customer to leave a message if they want a call back

Routing options check:

• [ ] Options are mutually exclusive and cumulatively exhaustive, i.e. if the customer has 1 issue, at least one but not more than one option will be a good fit for every customer. They shouldn’t be guessing what is the right button to press.
• [ ] Customers can select an option before the end of the message
• [ ] Customers can listen to the options again
• [ ] The most frequent questions come first in the menu