Interactive Voice Response (IVR) is an automated telephony system that answers incoming calls and records the callers' response to a virtual menu. The response may either be used to conduct a survey or to route calls to the concerned team or agent. IVR is a convenient channel for businesses to interact with their customers seamlessly and conduct surveys. This presentation details a few tips for you to curate a highly engaging IVR survey campaign, like: 1. Set clear goals 2. Set simple questions 3. Implement easy navigation 4. Arrange questions logically 5. Avoid ambiguity 6. Use laymen's terms 7. Use scale based questions with care 8. Pre-test the survey

1. HOW TO DESIGN IVR SURVEY
CAMPAIGNS FOR BETTER
ENGAGEMENT?

2. What is IVR?
OUTLINE
Tips to design IVR surveys
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About us
This presentation contains a
brief about IVR followed by
some handy tips to curate a
successful campaign.
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Set clear goals
Set simple questions
Implement easy navigation
Arrange questions logically
Avoid ambiguity
Use laymen's terms
Use scale based questions with care
Pre-test the survey

3. Interactive Voice Response (IVR) is an
automated telephony system which engages
with callers based on their input via voice or
press of a button. A virtual menu gives a list of
options to the customer. The customer's
response may simply be recorded for the
purpose of a survey or used to route the call to
the concerned team or agent.
WHAT IS IVR?

4. THE FOLLOWING ARE SOME TIPS
TO DESIGN HIGHLY ENGAGING
IVR SURVEYS

5. SET CLEAR GOALS
Identify the reason(s) for conducting the
survey and what the business stands to
gain from the same. Have a clear idea
about the target audience and relevant
insights you wish to gain; and only then
start designing the survey.

6. SET SIMPLE QUESTIONS
As a surveyor, one must ensure that the
questions are easy to understand with very less
left to imagination. Your priority should be to
collect accurate data from as large a sample as
possible. Complicated questions cause
disruption to the same.

7. IMPLEMENT EASY NAVIGATION
Ensure that callers can easily navigate
through the survey and provide them the
option to a repeat question if required.
This allows customers to understand the
questions properly and give genuine
answers.

8. ARRANGE QUESTIONS LOGICALLY
Start with general questions about the
surveyee followed by short yes or no questions.
Next you may place rate-type (for eg. "rate our
services form 1 to 5") or option based
questions and finally if there is a need, open
ended or descriptive questions.

9. Straightforward questions with easy options
ensure that customers do not abandon the
survey midway. Customers may get confused
in case there is ambiguity in the questions
resulting in an unintended answer.
AVOID AMBIGUITY

10. As a surveyor, avoid using technical terms to
make your questionnaire more customer
friendly. This shall help you expand your
sample size for the survey and get genuine
answers.
USE LAYMEN'S TERMS

11. RATING QUESTIONS CAN BE TRICKY
Questions like "How happy are you with our
service on a scale of 1-5", should be properly
designed. You must decide the appropriate
scale, for example 1 to 5 or 1 to 8 and so on
to be used for various purposes.

12. Robust testing ensures a seamless experience
for the customer. It is imperative that you find
any glitches or other errors in the questions
before opening the same to the general
audience.
PRE-TEST THE SURVEY

13. WANT TO KNOW MORE?
Read our expert blogs
TIPS FOR HIGHLY ENGAGING IVR SURVEYS
10 tips for a successful campaign
5 PRACTICES TO FOLLOW WHILE DESIGNING IVR
An in-depth guide to IVR design
IVR: ALL QUESTIONS ANSWERED
Comprehensive beginners guide

14. ABOUT US
Servetel Communications Pvt. Ltd., is a
leading cloud telephony services provider
for the businesses based in India.
Some of the services offered by us include:
Toll Free Numbers, Missed Call Campaign,
Bulk SMS, IVR and Virtual Number. These
solutions are delivered over the cloud
technology.
Call us at 1800-11-3333 for a free demo

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