Guidelines for designing interesting IVR experiences

IVR systems are a staple of modern business, but they can be frustrating for customers. In fact, according to research from Experian and Markerly, people who use IVR systems are less likely to complete their purchase than those who don’t use them at all. So how do you make your IVR experience better? First off: know what makes an effective IVR experience and design yours around that! Here are some basic guidelines:

Know the system.

As a designer, you need to know the system well. This means knowing how it works, what features it has and how it’s used in your industry.
When it comes to designing an IVR experience, the first step is to understand the system. What are the capabilities and limitations of the IVR? What do you want the IVR to do? Once you have a clear understanding of the system. You can start thinking about how to design an interesting IVR experience.
There are a few key guidelines to keep in mind when designing an IVR experience. First, keep it simple. Don’t try to cram too much into the IVR experience. Second, make sure the IVR is easy to use. If it’s not intuitive, people will quickly get frustrated and give up. Third, provide enough options to keep people from getting stuck. Fourth, make sure the IVR is responsive. If it takes too long to get a response, people will get impatient. Finally, make sure the IVR is engaging. People will tune out if it is monotonous.
You also should know whether there are any limitations on how your customers can use the IVR system. For example, if an agent is asking for help with a purchase but cannot access their credit card information. Because they’re not logged in yet (or have forgotten their PIN).

Know your audience.

As a designer, you need to know your audience. You should have a good understanding of what they want and how they want it. The first thing you can do as a designer is ask questions about their experience with IVR systems. If you don’t know much about the context of their call. Then this might seem like an impossible task but there are ways around this problem.
For example, if someone calls into customer service but doesn’t say anything at all while waiting on hold (or even after). It means that he or she has already decided against continuing with the call because there wasn’t enough information given out by the operator during pre-call screening process (e., “press 1 for English”). In other words: He/She Has Already Given Up!
However… if he/she does not press any keys before hanging up after listening for several minutes only then maybe we can consider him/her as being interested enough in our product(s).”

Keep it simple.

Keep it simple. Don’t ask for information that the customer doesn’t need to know, and don’t ask for too much. If you want to know why they called. Ask them to repeat their name and phone number twice (or three times if it’s an international call). If they’re calling about a product or service that requires a credit card number. Leave the options open by asking them to wait while you check with another person in your company before confirming details of their purchase. This will minimize frustration on both sides of the conversation when customers are forced into having multiple conversations with different people at once.

Make it personal.

  • Use the caller’s name.
  • Utilize gender-neutral terminology.
  • Have used a friendly tone of voice and voice. But don’t be afraid of being blunt if it’s appropriate for your business or brand (e.g., “The service you requested is not available at this time.”).
  • Make sure that you have a conversational style of speaking that feels natural for both parties involved in the call. You’ll want people to feel comfortable talking with you!

Less is more.

When you’re designing an IVR experience, it’s important to keep in mind that less is more. Use only the most relevant information and don’t overload users with too many choices or options. This can lead to confusion and frustration, which defeats the purpose of an automated system.
A simple, clear design will help keep things organized and make it easier for users to find their way around the system. Don’t use cumbersome menu systems. Instead simply list out what each option does (and doesn’t do) on its own page or screen. So that users can easily see what they need without having to scroll through long paragraphs of text or click through multiple pages before reaching their desired destination.
In addition, avoid using conversational tones when speaking with your customers. This style may seem like a good idea at first glance but can actually be very off-putting if used improperly. Instead stick with formal language such as “please” throughout every interaction. Because it helps convey authority without sounding rude or abrupt.”

Use conversational tone.

It’s important to use conversational tone. This means speaking in the same tone and style as you would if you were talking with a friend or colleague, rather than using formal language. To do this, think about how people speak when they’re having casual conversations with each other:

  • Make use of language that your audience will understand. For example, if you’re designing an IVR experience for healthcare providers who primarily speak Spanish as their primary language but some English as well (for example). Then consider using words like “doctor” instead of “physician.” You could also consider substituting verbs like “give birth” or “take blood pressure” for more medical-sounding ones like “deliver babies” or “measure blood pressure.” These will help ensure that everyone understands what’s happening in the interaction at all times. So there isn’t confusion about what action needs taking next.
  • Use words which are easy for users/callers/interlocutors from different cultures who may not share common linguistic backgrounds (e.g., speakers from countries where English is not spoken).

Consistency is key.

Consistency is key to helping customers feel comfortable with your brand. If you want to create an experience that’s memorable. Then it needs to be consistent across all channels and devices. Whether it’s on a website or through an IVR system.
Consistency in design helps customers by giving them a sense of familiarity with the product or service being offered by your business. This will help them feel more confident about making purchases from you. Because they can see that what they’re seeing matches up with what was expected from the company. As well as its other marketing efforts (like advertisements). It also helps reduce any concerns about whether or not something has changed since last time someone interacted with this particular brand online/offline/etc. Which leads us into our next point.

IVR systems can be frustrating for customers, so make sure yours is designed well to help them solve their problems faster and with less confusion.

Customers may find IVR systems frustrating, so make sure yours is well-designed to make problem-solving easier and less confusing for them.
IVR systems are a great way to connect your customers with their questions or issues in a quick and efficient manner.
If you’re considering implementing an IVR system, you have a lot of options. Whether you’re looking for a simple menu-based solution or something more complex. We can help with everything from the design and development to ongoing support.


It is important to remember that the goal of an IVR system is to provide a positive customer experience that will encourage the caller to continue doing business with the company. By following the guidelines outlined in this article. Companies can create IVR systems that are both effective and engaging for their customers.

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