GETTING STARTED WITH ZENDESK TALK 23 tags in Zendesk Support to identify the Never stop improving common questions that drive a high volume of calls so you can satisfy a high There’s no such thing as a perfect IVR, so volume of customer inquiries without the it’s important to monitor important metrics help of a live agent. like average wait times and abandoned call rate, and look for ways to improve. Let them talk to a human Support managers should meet regularly, particularly when first launching a new While an IVR can mitigate the strain on IVR to monitor performance. Too many your support agents, it’s by no means abandoned calls? That might indicate meant to replace them. Many customers an overly complex IVR. Wait times too have problems that require speaking to high? You might need to highlight more an agent, and many more simply prefer self-service options, lightening the strain it—in fact, at the beginning of a customer on live agents. The point is, identify the service experience, 90% of consumers problem, make a hypothesis about the want to speak to a live agent. Don’t cause, and experiment with solutions until intentionally hide this option through an you see an improvement. And, of course, 90% overly complex phone tree—we don’t the best way to learn how your IVR works recommend having an IVR menu with is to ask your customers—or, better yet, of consumers want to more than 2 or 3 levels. ask to watch them as they navigate speak to a live agent. through your IVR options. Learn how to set up your IVR menu here.