Tutorial: How to Set Up an Interactive Voice Response (IVR) Flow

Updated: Dec 25, 2019



Whether you’re a small startup or a thriving enterprise, one of the most common ways potential and existing clients reach out to customer support is by phone. The days of the switchboard operator of the 1920s is far past us.


Nowadays, technology has reached new heights, especially in the world of customer support. We’ve shifted to a more self-service approach with tools such as knowledge base software that enables customers to help themselves to the information they desire. But, there is one self-service tool you may not be aware of. One which automates the process for you and your customers in human-friendly ways.


Meet Interactive Voice Response, commonly known as IVR or a phone tree. We know, it’s already starting to sound a tad complicated, but it doesn’t have to be. With Wix Answers’s powerful call center software, this automated feature makes sure your customers land into the right hands via a digital or voice input. For example, they’ll be prompted to “Press 5 to talk to a billing expert” or “Say ‘Yes’ to receive a call back.”


On top of easily directing customers to the dedicated places, IVR will provide your business with many more benefits. For example, it will enhance your clients’ mobile experience when they’re on the go, as well as increase agent productivity to resolve cases quickly in an organized way. With IVR, you’ll also have the option to add your own branded and personal touch via uploaded sound files.


This tutorial will help you set up Interactive Voice Response flows and assist in getting started with the following features:


  • Prioritize calls based on support type with a custom-made IVR flow.

  • Add text to speech or recorded sound files (WAV, MP3, WMP) to automatically play in between your customized flows (e.g. “Press 1 for our customer support team”).

  • Add IVR actions such as: ‘route call,’ ‘hang up’ and ‘digit input’ to direct customers to dedicated places.



Already using our call center software? Here is an in-depth tutorial for setting up your IVR flow:



Ready to improve customer satisfaction and productivity for your business? Set up the best call center software today!



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