Customers tolerate automated phone menus. But if yours include any of these lines, their tolerance will disappear.
Here’s what frustrates customers most when they get your IVR – and alternatives phrases to try:
- “Please listen carefully as our menu has changed.” Customers know quite well it’s an attempt to stop them from pressing 0 for an agent immediately. Instead: Give them an option to talk to an agent right away. It’ll improve satisfaction – really.
- “Please listen to the following options.” They will without being prompted. Instead: Just give the options.
- “You can find information on our website at …” Customers probably know that. Instead: Tell them exactly what they can find (order history, one-click ordering, product specs, etc.)
- “Your call is important to us.” If they have to wait a long time, this phrase is hard to believe. Instead: Update them on how much longer they’ll wait or offer to call back at their convenience.
