Interactive voice response (IVR) menus route incoming callers through options, which they can select by pressing buttons or speaking certain words.
Often referred to simply as “phone menus,” IVR systems connect callers to a business’ appropriate resources without a human operator.
Clutch surveyed 501 people who called a business at least three times in the past six months to understand consumer opinions of phone menus.
We found that many customers find phone menus frustrating, especially if they aren’t formatted to best meet customers’ needs. Despite saving businesses money, phone menus can waste customers’ time if they result in an endless maze of options or if they lack personalization.
We use our data and expert insight to offer tips about when it’s appropriate for a business to set up a phone menu and how it should be organized to minimize frustration.