Embedded Files
Inspiring Vacations has a new IVR route to create a better experience for customers and especially travel agents.
update as of 09/06/25
WHEN A CUSTOMER CALLS THROUGH, THEY WILL NOW EXPERIENCE THE FOLLOWING OPTIONS:
Standard IV Greeting
NEW IVR1 - The caller will be asked to select
1 if they are a customer
2 if they are a travel agent/advisor (phrasing is dependent on store)
CUSTOMER AND AGENT EXPERIENCE FOLLOWING THE ABOVE:
IVR 2: will ask the customer to select
1 Discuss a new enquiry
2 On tour
3 Discuss an existing booking.
Option 1 (new enquiry) : customers will then be proceeded to be asked to press 1 for IV packages, 2 for cruises (USA/CA - will go straight to sales, there will be no cruise option)
Option 2 and 3 will route as per normal.
KEY DIFFERENCES TO THE CURRENT IVR:
We are determining at the start who is calling, this allows us to set up separate routes and actions where applicable. We can tailor messaging etc specifically for agents when routed vs customers!
TA team - Travel agents can call back on the dedicated TA line and they will be directed to the IVR2! Straight to the team without having to go through IVR1.
BENEFITS:
We can make life easier for customers " when calling back press 2 and you will go to the Travel agent team" or they can use the direct number!
Better Reporting! We are more likely to get the right prompts selected at the start allowing for better reporting.
Shorter IVR options and more direct to teams.
Keywords: ivr options, ivr, ivr 2, ivr 1
Page updated
Google Sites
Report abuse