Meet HubSpot’s Latest Calling Feature: Customizable IVR for Streamlined Calling Solutions

Long hold times, misdirected calls, and the challenge of scaling support during peak hours can strain your resources and harm customer relationships.

75% of customers say it takes too long to reach a live agent, and 60% of consumers have stopped doing business with a brand after just one poor service experience. These statistics show that providing fast and efficient customer service is necessary to keep your customers happy and returning.

Integrating an IVR (Interactive Voice Response) system with your CRM can effectively tackle these issues. This setup reduces wait times by ensuring calls are quickly routed to the right place, often cutting down hold times by as much as 40%. That's a big deal for customer satisfaction.?

For companies looking to scale and optimize their service processes, adopting IVR technology isn't just a smart choice—it's a must. Let's explore how an IVR (Interactive Voice Response) system can transform your business's handling of customer interactions, making the process smoother for your team and your customers.

What is Interactive Voice Response (IVR)?

Interactive Voice Response, or IVR, is a feature that lets you interact with callers through pre-recorded messages and keypad inputs. Essentially, it helps manage incoming calls by directing callers to the right place without needing someone to pick them up.

How Does IVR Help?

Implementing an IVR system can bring a range of benefits to your business:

• Reduces Wait Times: Quickly routes callers to the right department or service, cutting down on hold times.
• Efficient Call Handling: Automates the management of high call volumes, which is especially helpful during busy periods or when staffing is limited.
• Personalized Call Routing: Makes responses and routing based on the caller’s needs, improving the customer journey.
• Self-Service Options: Allows customers to solve common issues on their own, such as getting answers to FAQs, making payments, or checking account status.
• Instant Information: Provides relevant updates, like delivery details, opening hours, or product announcements, through recorded messages.
• Direct Connection to the Right Agent: Ensures callers reach the correct agent faster, reducing transfers and minimizing dropped calls, especially for more specialized inquiries.

The Impact of HubSpot’s IVR on Call Handling

HubSpot rolled out the IVR feature to empower businesses to improve customer interactions. Managing a lot of calls and not having enough staff can strain businesses, often leading to long wait times and unhappy customers. Here’s a look at how IVR makes a difference:

Before IVR

• High call volumes often overwhelm staff.
• Customers experience long wait times.
• Calls may not always be routed to the right service or department, affecting customer satisfaction.

After Introducing IVR

• Calls are automatically managed, reducing the burden on staff.
• Customers enjoy shorter wait times.
• IVR customizes call routing to better match callers' needs and the brand’s identity, improving the overall experience.

Using IVR, HubSpot users can transform their call management into a smoother, more efficient process that meets customer needs quickly and enhances satisfaction by aligning interactions with the brand’s identity.

How to Set Up an Interactive Voice Response System in HubSpot

Interactive Voice Response allows you to automate call routing, making reaching the right department or service easier for your customers. Here’s how you can set up an IVR system in HubSpot :

1. Go to the IVR Settings: Navigate to Settings -> Tools -> Calling, and select Interactive Voice Response.

2. Add a New IVR Menu: On the IVR page, click on the Add IVR menu.

3. Name Your IVR Menu: In the side panel, enter a name for your IVR system (this will be the title for your phone tree).

4. Select a Phone Number

Choose an existing phone number to trigger your IVR system. If all your numbers are assigned, click on the? Get a HubSpot number in the top right-hand text to go to the phone number setup menu and adjust your phone settings or acquire a new number. Once you’ve selected a number, click Continue.

5. Continue to IVR Editor: After setting up a new IVR menu and completing the above steps, you will immediately be directed to the IVR editor.

Setting KeyPad IVR menu

1. Set Up Keypad Options

In the editor, click on the Keypad IVR menu to start setting up the keypad options for your callers. This menu allows you to add the number of keypad options you want your callers to be able to select from and the audio played.

2. You can start by selecting a custom message you want to play or creating a new one by selecting Add audio message.

3. Once your message is saved, under Keypad settings, click Add Keypress to assign specific options for each number on the keypad. Make sure the keypresses match your audio instructions. For example, Press 0 for support, 1 for sales, and 2 for Billing. Then click Save.?

Setting Ring To IVR Menu

1. Assign Teams and Users to Each Keypress

Under each keypress, select the Ring To box to assign which teams or users will handle calls for each option. Choose a team or user from the dropdown menu (such as Inbox or Help Desk).

2. Set Rules for Wrong/No Input

For cases where a caller doesn’t select an option or presses an invalid key, assign a fallback team or user by selecting a Ring To option for these situations. Click the “+” icon to select a new Ring To for this option.

3. Save and Publish

Once you have applied an Incoming call number, Keypad Menu (including audio message) and assigned your Ring To routing, you are ready to publish your IVR. Click Save and Publish. Before publishing, ensure your IVR setup is error-free (check for red exclamation marks).

Editing an Existing IVR Menu

If you need to make changes later:

1. Go to Settings -> Tools -> Calling, and select Interactive Voice Response.
2. Go to the IVR menu you want to edit, click Actions, and select Edit.

That’s it! Now, your IVR is ready to handle inbound calls efficiently.

Best Practices for Optimizing Your IVR System

Setting up an IVR system is just the start. To get the most out of it, here are some key tips to ensure it works smoothly and enhances your customer experience.

Keep Your Menu Simple and Clear

An IVR menu should be easy to navigate. To avoid confusing or frustrating your callers, offer three or four options at most. Place the most frequently used options at the top of the list, and be clear in your instructions. For example, say, "Press 1 for sales" instead of "For sales inquiries, press 1." This makes it easier for callers to remember.

Use Short and Professional Messages

The recorded messages in your IVR should be brief and to the point. Ensure they are clear, professional, and free from background noise or errors. The first message should identify your company and tell the caller how to navigate the menu without overloading them with information.

Provide Wait Time or Queue Information

If callers need to wait, help reduce frustration by letting them know their position in the queue or how long they may have to wait. Some systems even offer the option to call the customer back later if the wait time is too long, which can improve the overall experience.

Adjust Based on Availability

Your IVR system must adapt to different situations, like holidays or after-hours. If your team isn’t available, your IVR should notify the caller, apologize for the inconvenience, and provide alternative options, like directing them to a website or knowledge base for help.

Add Background Music or Useful Messages

Silence can make callers think the line has dropped, so use hold music or informative messages to fill the gap while they wait. This keeps them engaged and reassures them that they’re still connected.

Offer an Opt-Out Option

Not every caller wants to go through an IVR system. Make sure there's an easy option to speak directly to an agent or schedule a callback so callers can choose how they want to interact.

Stay Ahead with AI Integration

IVR systems are evolving, and AI is playing a significant role. Features like speech recognition and natural language processing allow callers to voice their requests instead of using the keypad. This helps your IVR understand and respond to customers more accurately, making the system even more efficient.

Following these best practices ensures that your IVR system is functional and provides a smooth and satisfying customer experience.

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