IVR - Routes need 'no keypress' option
RespondidaAs the title asks - need a "no keypress" option. Or, in other words - an option where caller/customer does not have to press anything, and that is an option. Right now - must specify a keypress (in the picture below, where you can select 0-9, * and #).
The point is to remove friction and reduce annoyance. Because let's face it, IVR's are good for businesses, but customers - especially when I am a customer - hate them.
Very useful for forking two different types of users when one type makes up 90% of customer calls, but you don't want to neglect the other 10% - and want to sort them ASAP.
Imagine this scenario -which plays out quite a bit in countries that have two official languages (i.e. Canada):
- Caller calls
- Greeting asks - "for French - press 1, or for English, stay on the line."
- English users hold - get transferred to English menu/agents
- French users press 1 - get transferred to French menu/agents
- As a result - the majority of users (the ones that want English) put in contact with English speaking agents - but don't have the added friction of having to pull their phone away, fumbling to find the keypad menu, and pushing 1.
- The other users are not neglected and put into a French menu (and agents ASAP).
Please add.
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I'd like the no keypress option too!
It seems that in some cases people's keypress doesn't come through. Or people that don't know how to get back to the keypad on their touchscreen when on a call.
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Has this option been implemented yet? Also would be interested in an option that plays a greeting then disconnects?
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Was this updated or added?
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Hi Caleb, As a keypress you may select 'Default'. Default is the route that will be acted upon when there are no keypresses although we do play the greeting 3 times prior to taking the default option.
Neil Weldon | Director of Product
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