Interactive Voice Response (IVR) is an add-on feature that allows your team to set up an automated system that interacts with callers through pre-recorded voice messages, enabling them to navigate a menu of options without needing to speak with a live agent. This can streamline your communication process and ensure that callers are routed to the appropriate person, department, or campaign efficiently.
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To get started, you must first purchase the addon feature. Navigate to "Settings," down to the "Company" tab, and click on "Addons."
Click the "+" symbol next to the feature, then scroll to the bottom and select "Update Add-ons" to enable IVR for you and your team.
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After purchasing IVR, you can find it by going to your "Settings," selecting the "Communication" tab, and clicking on "Phone Menu."
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Once activated, you can set up your IVR system by selecting a dedicated phone number. The process is similar to when you chose your Bonzo number. Begin by filling in fields such as Area Code, Postal Code, City, or State. While you might be tempted to fill in all these fields at once, we recommend starting with just one to get the broadest range of available numbers. You can then narrow down your options by adding more criteria if needed
While you can use your existing Bonzo number, it’s recommended to choose a new number for IVR to ensure the system functions smoothly.
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Next, you’ll create a "Greeting Message" that callers will hear when they dial in. This message can be recorded directly within the system, uploaded as a pre-recorded file, or generated using text-to-speech. Your greeting should guide callers on how to navigate the menu options you’ve set up
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Continuing the setup process, you will need to create the menu options. These options are the different choices you provide to callers, allowing them to reach specific individuals and departments:
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Choose what keys (numbers 0-9) the caller will select in order to reach a specific destination.
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Determine the destination (will the call be assigned to a user, routed to a campaign or pipeline stage, or forwarded to another number)
You can create up to ten options, each corresponding to a number on the keypad. For instance, pressing “1” might assign and route the lead to Bill, while pressing “2” could assign and route the caller to Ted.
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You can also set up a farewell message that plays after the call, providing a professional and consistent experience for the caller. However, this message will only play if there is no forwarding number assigned to the key. If a forwarding number is assigned, the team member's voicemail will play if they are unavailable to answer the call.
Similar to setting up the "Greeting Message," to establish a "Farewell Message," this message can be recorded directly within the system, uploaded as a pre-recorded file, or generated using text-to-speech. However, the "Farewell Message" can also direct callers to a submenu.
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A submenu acts another layer of you phone menu or calling tree. After selecting submenu in the "Farewell Message," you will repeat the steps you established for your main menu:
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Choose what keys (numbers 0-9) the caller will select in order to reach a specific destination.
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Determine the destination (will the call be assigned to a user, routed to a campaign or pipeline stage, or forwarded to another number)
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Beyond simply forwarding calls, you can also automate tasks such as adding callers to specific campaign or pipeline stage based on their selections. For example, if a caller expresses interest in new purchase opportunities, they can be automatically placed in a relevant campaign pipeline.
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Once you are done building your phone menu click "Save." You can return to this tab and make edits by changing the keys, destinations, and farewell messages. To reset the menu click the "Reset" button next to "Save."
IVR saves you and your team valuable time. Instead of manually answering and routing every call, you can rely on the IVR system to direct callers to the right person, campaign, or pipeline stage. This not only improves efficiency but also allows you to focus on building rapport with clients during the calls that matter most. Even for smaller teams or individual loan officers, IVR can be a powerful tool. By setting up a menu that helps callers self-identify (e.g., current client, realtor, interested in new opportunities), you can streamline your workflow and ensure that leads are captured and managed effectively.
Note: To learn more about other Bonzo addons, click on the link below.
Addons: General Overview