IVR
Expand access for users who are more comfortable listening and speaking than reading with interactive voice response.
Principles at a glance
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01
Use IVR to extend product access
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02
Keep the conversation short and easy
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Principles in action
Use IVR to extend product access
Principle 01
Interactive Voice Response (IVR) systems are a particularly powerful tool in expanding reach—from providing simple communication to enabling ‘call and ask’ access to those who don’t have their own device. Complementing your product with an IVR system can expand your reach and provide round-the-clock support to those who need it.
Principle 02
Keep the conversation short and easy
IVR conversations need to be designed carefully—they risk drop-offs when they are long or if it takes many keypad entries for the user to get to what they need. Keep the flow short and simple to allow people to navigate with ease.
Explore other moments in Conversational & Text Interfaces
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USSD and SMS
Design better experiences within the text menu and on top of the USSD channel
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Chat Interfaces
Design with interaction paradigms your users are most comfortable with
