GETTING STARTED WITH ZENDESK TALK 22 CREATING AN INTERACTIVE public-facing extension of your brand. VOICE RESPONSE PHONE TREE Keep that in mind when considering everything from the way you organize the An IVR is essential for any large company IVR to how you record messages (see the to scale quality customer service. When greetings section for more information). used correctly, it can provide answers to FAQs without straining support agents, Keep things simple and quick and, when agents are needed, route customers to the correct agent, limiting According to a recent study, 75% of wait times and transfer. consumers “agreed” or “strongly agreed” that IVRs forced them to listen to irrelevant However, the fact remains that customers options. We recommend limiting the are easily frustrated with IVRs, with number of IVR options—no more than 5 is as many as 11% hanging up when best. encountering them. It’s important to be thoughtful when creating an IVR, to put Deflect FAQs and allow for self- the customer first, and to take efforts to service improve over time. Here are some best practices to help get you started: Limit call volumes and save your agents (and customers) time with greetings that Remember who you are provide answers for simple questions, such as how to reset a password or find First and foremost, an IVR, just like an information about a shipped item. Use advertisement or tradeshow booth, is a