IVR scripts and how to write them

An Interactive Voice Response (IVR) is an important part of customer service, as it helps streamline the customer experience. Writing scripts for IVR isn’t hard, but scripts need to be written with the right approach, tone of voice, and prompts. At Voice123, we’ve compiled free script resources to help you write IVR scripts that will function perfectly! Are you ready?

Then let’s dive in and investigate…

What are IVR scripts?

An IVR script is a set of instructions that tells an automated voice system how to interact with customers. It is a series of prompts that customers hear when they call a company, and it guides them through the process of getting their questions answered or their needs met. 

Writing an IVR script requires careful thought because it’s basically client outreach, and you want clients to not only stay on the call because they feel welcome but service their needs. And thanks to the variety of IVR software systems like AVOXI, you’ll have more time to spend on the most important part of IVR – writing an IVR script with prompts that are concise and clear. Customers should be able to understand what they are being asked and what their options are. Additionally, the script should be written in a conversational tone so that customers feel like they are talking to a person rather than a machine. This way, customers will have a better experience and be more likely to stay on the call.

IVR scripts examples

IVR scripts #1 – Financial institution

Welcome to [Bank Name]. 

Press 1 for English. Presione 2 para Español.

For account balances and recent transactions, press 1.

To report a lost or stolen card, press 2.

For loan information, press 3.

To speak to a customer service representative, press 0.

For our branch locations and hours, press 4.

To repeat this menu, press the star (*) key.

If you know your party’s extension, you may dial it at any time.

IVR scripts #2 – Medical Clinic

Thank you for calling [Clinic Name]. Your health is important to us.

If this is a medical emergency, please hang up and dial 911.

For pharmacy or prescription refills, press 1.

To schedule or reschedule an appointment, press 2.

For billing and insurance queries, press 3.

To speak with a nurse or medical assistant, press 4.

For directions to our clinic, press 5.

To speak with a receptionist or for general inquiries, press 0.

To repeat this menu, press the star (*) key.

IVR scripts #3 – eCommerce

Welcome to [Online Store Name] Customer Support.

To track your recent order, press 1.

For returns and exchanges, press 2.

For technical support or help with the website, press 3.

To place a new order, press 4.

If you’d like to leave feedback or a review, press 5.

To speak with a customer service representative, press 0.

For our business hours and website details, press 6.

To repeat this menu, press star (*).

We appreciate your business and are always here to help!

How to write IVR scripts

Composing an IVR script

It’s important to remember that the goal is to create an experience that is pleasant and efficient for the caller. An IVR script that is well-written should provide the caller with a sense of comfort and ease. It should also provide clear instructions on how to navigate the system and should be tailored to the specific needs of the caller. 

Making use of a professional voice actor

It’s important to choose the right voice and music to make sure your IVR messaging is effective and engaging. After all, you want your clients to stay on the call. Needless to say, Voice123 has all the professional voice actors you could possibly need! Actually, it’s a good idea to write with a voice actor in mind – or at least a type of voice in mind because it will set the tone of the IVR script. You want to make sure it’s friendly and inviting but also professional and informative.

Tips for writing an effective IVR script

Great IVR is key for any business looking to provide customers with a positive experience. It’s crucial to realize that your script is essentially the first point of contact for clients. So:

1. Write in a way that makes them feel welcome and taken care of. 
2. Consider the tone of voice you want to use and the IVR prompts to include.
3. Keep the script conversational and informative so that clients feel comfortable and can easily understand the information they are being provided with. 
4. Include clear and concise IVR prompts that guide clients to the right department or service they are looking for.

Final thoughts

IVR is a powerful tool for client outreach. Writing an effective IVR script requires careful thought, as it should be designed to make clients feel welcome and ensure they receive the service they need. By considering the composition, scripting, voice actor, as well as the testing of an IVR script, businesses can create a powerful tool for customer service. 

To ensure success, use a professional actor that can project the tone and image of the company, thereby placing it in the best possible light.

FAQs