getDigits: the timeouts and retries that decide your abandon rate
· ivrloom team
Digit collection is where callers give up. What getDigits controls, which defaults hurt, and how to test the edges.
Blog / tag
IVR design
IVR design posts on call flows that hold up: getDigits timeouts and retries; menu design and abandonment; hours-of-operation checks.
3 posts tagged “ivr-design”.
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Menu design: the trade-off between options and abandonment
· ivrloom team
More menu options means fewer transfers and more hang-ups. Where that trade sits, and how to structure a menu callers finish.
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Hours-of-operation routing: the patterns that actually hold up
· ivrloom team
Open/closed routing looks trivial until a holiday, a timezone, or a half-day breaks it. The patterns that survive contact.