Best practices when setting up your IVR
Last Update: Nov 2024 • Est. Read Time: 2 MINKustomer Voice is a cloud-based phone system built into the Kustomer platform. Below are some tips we recommend you follow when setting up your IVR for Kustomer Voice.
Who can access this feature? | |
User types | Admins can create an IVR. |
In this article
- Obtain call recording consent
- Personalize your IVR
- Use punctuation in text-to-speech
- Keep the menu simple and succint
Obtain call recording consent
When required by applicable law and to provide transparency to customers, you should make clear if you have call recording turned on. You can do this by using the Play Prompt interaction to play a message at the beginning of the call to announce that the call will be recorded and confirm the other party agrees by remaining on the call.
Note: Your legal team is the best resource for compliance advice for your specific situation. We recommend that you consult with your legal counsel to ensure that you are complying with all applicable laws regarding any calls you transmit, receive, and record using Kustomer Voice.
Personalize your IVR
Use Dynamic text to personalize a greeting with your caller's name. The IVR will skip the dynamic text input if the caller's name is unknown.
Use punctuation in text-to-speech
To avoid run-on sentences and make the IVR sound more natural, use periods and commas as needed to add pauses in your IVR messages.
Keep the menu simple and succinct
The main menu sets the tone for the customer’s experience. Keep it short—try not to have more than 5 menu options—and use clear language to help direct the caller to the right place. Where possible, say the task or function first and which key to press second. (For example, say “For returns, press 1.”)