IVR stands for Interactive Voice Response. It is the menu system that plays an initial recording to callers and lets them dial an option or an extension number: “Thank you for calling. For sales, press 1. For support, press 2.” You may also hear it called an auto attendant.
What an IVR does for you
- Answers every call immediately, even when everyone is busy.
- Routes callers to the right person the first time, which means fewer transfers.
- Frees up your front desk from answering the same routing questions all day.
- Shares routine information such as hours, address or holiday closures through recorded announcements.
Tips for a menu callers won’t hate
- Keep it short. Three or four options is plenty. If you need more, use a second level rather than a long list.
- Put the most common choice first. Look at why people actually call you and order the menu to match.
- Always offer a way to reach a person. “Press 0 for reception” keeps frustrated callers from hanging up.
- Let people dial an extension at any time so regular callers can skip the menu.
- Review it a few times a year. Staff, departments and hours change; the recording should too.
Pair it with time conditions
An IVR works best together with time conditions. During business hours callers hear the full menu; after hours they hear your closed greeting and can leave a voicemail that is delivered to your email, or reach an on-call number for urgent matters.
Does a small business need one?
If more than one person answers the phone, or if callers regularly ask for different people or departments, an IVR will save time from the first day. It also gives a small company a polished, consistent greeting on every call.
An auto attendant is included in our Essential and Premium plans. See the pricing page for details, or contact us and we’ll help you plan your menu.