Thoughts from the Cliff Dweller

How Many Options Should I have on My IVR?

If you have to have any (think zero) then have no more than 3 IVR options at a time.

Remember the Michael Jackson lyrics “.. easy as ABC… da da dad ada da da 123”  (ok not quite like that, but you get my point) , we humans deal with stuff in bunches of 3’s.

The Olympics (Go Canada !!!) Gold, Silver, Bronze (set of 3)

Make it easy on your CUSTOMERS by giving them only 3 options at a time.

Think back to the time you called your bank… press 1 for “language”, press 2 for “personal” accounts, press 3 for “Commercial Accounts”, press 4 for “Credit Cards”, press 5 for “Mortgages”, press 6 for “Investment Options”. It’s at this time when you start saying to your self “was it “star” or “pound” to repeat the options…”

Use sets of 3 options where ever you can. 

Clive…

Got a Question?: http://clivewoodrow.tumblr.com/ask