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- How many pages would you like to include in your ICR? What purpose will each page serve? What controls will each page consist of?
- Would you like to display an image on your ICR page(s)? Maybe a logo? How about an image that is representative of the website your customer is visiting?
- Would you like to greet your customer? If so, what will your greeting be?
- What types of messages, other than a greeting, would you like to add? Or do you wish to keep messages to a minimum?
- If multiple messages are being presented, would you like them to be presented one at a time, with a short delay in between each displayed message?
- Would you like to include buttons that allow your customer to move from one page to another page easily? Which pages will be accessible via button?
- Would you like to redirect your customer to a queue, providing the opportunity to speak to a live agent? Which queue(s)?
- Would you like to redirect your customer to an external site? Which site(s)?
Remember to combine a variety of controls to create the desired experience for your customer:
- Introduce a persona by including images, greetings, and follow-up messages.
- Add a combination of buttons, such as Go To Page, Go To Queue, and Go To External Link, which allows your customer to move between pages and sites of varying topics.
- Include delays between various control types to allow time for the customer to absorb the information presented.
Once you have mapped out how you want your ICR to function, you can start creating your ICR.To create an ICR, click here.