How will your customers use the system?

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When setting up a system, it is crucial to know how your customers will use it. You can gain some of this knowledge from your past experience/call monitoring exercises and there is also plenty of generic research surrounding how people prefer to interact with IVR/automated menus. Some services offer a visual editor to help you map your phone tree (or call flow) but if your provider doesn’t have this, you can easily software such as PowerPoint or Visio to create charts.

You will want to test your list of ecuador whatsapp phone numbers setup with a wide range of scenarios to ensure that you cover as many bases as possible. For example, what if a caller does not feel that any of the pre-programmed options are appropriate? Do they get through to an operator by default or are certain options repeated if no buttons are pressed/words are spoken? And what if someone calls outside of standard hours? Are they put through to voicemail?

Creating your voice recordings
You can create the audio recordings yourself or use ‘robotic’ answering attendants. Deciding between a robotic voice and a human voice is really down to a personal preference – both have their pros and cons. While each organisation will have its own unique style, the following are generic tips when it comes to creating your recordings:

Use the same voice throughout e.g. don’t switch between automated and human.
Make introductory messages useful, but succinct.
Keep the pace steady.
Use a variety of “on hold” messages.
Avoid jargon and keep word choice simple.
Limit legal compliance/disclaimer information where possible.
If you use a robotic voice, limit the use of words/phrases that may appear patronising e.g. “have a nice day.”
Avoid excessive pauses or delays.