21 IVR Scripts You Can Adapt for Your Needs (And How to Implement Them)

Interactive Voice Response (IVR) systems often greet customers first. A well-structured IVR script ensures smooth navigation, helping callers quickly find the support they need. Clear scripts save time and minimize frustration, creating a positive impression of your brand. On the flip side, a poorly designed IVR feels confusing and can push callers to end the call in frustration. That can hurt your reputation and inflate operational costs.

Here are 21 IVR script examples for various business needs. After the examples, you’ll find tips to help you craft scripts that enhance the customer experience.

How to Use These IVR Scripts

I’ve organized these scripts into seven common interactions where IVR is essential:

1. Greeting scripts
2. Menu options scripts
3. On-hold scripts
4. After-hours scripts
5. Maximum wait time scripts
6. IVR payment scripts
7. IVR survey scripts

For each type, I’ve provided three variations. You should find options that suit your business style. Improving your scripts will boost customer satisfaction by ensuring they get clear information and can utilize self-service options.

21 Ready-to-Use Scripts

Greeting IVR Scripts

A clear greeting assures callers they reached the right number and sets the stage for what’s next.

1. General Greeting
   Welcome to [Your Business Name]! We’re here to assist you. Please choose from the options or press 0 to speak with a customer support specialist.

2. Promotional Greeting
   Welcome to [Your Business Name], where [insert tagline]. Press 1 for details on [current promotion] or choose from the options.

3. Customer Service Greeting
   We understand you’re facing issues with our product. Our team is ready to help. Please choose an option or press 0 to speak with a representative.

Menu Options Scripts

For menu scripts, state the option first, followed by the number. This approach helps callers easily identify what they need.

1. General Menu Script
   Welcome to [Your Business Name].
   For products and services, press 1.
   For billing and payments, press 2.
   For technical support, press 3.
   For sales, press 4.
   For hours and location, press 5.
   To speak with a representative, press 0.
   To repeat these options, press #.

2. Promotion Menu Script
   Thanks for calling [Your Business Name]! We’re excited about [promotion this month].
   To grab this deal, press 1.
   For new products, press 2.
   For discounts, press 3.
   To place an order, press 4.
   To connect with sales, press 0.
   For repeat options, press #.

3. Customer Feedback Menu Script
   Thank you for contacting [Your Business Name]. We value your feedback.
   For a satisfaction survey, press 1.
   To share feedback on your experience, press 2.
   To leave a testimonial, press 3.
   For general inquiries, press 4.
   To talk to a feedback representative, press 5.
   For repeat options, press #.

On-Hold Scripts

Managing long queues can be tough on both customers and staff, so respectful messaging is essential.

1. General On-Hold Script
   Thank you for choosing [Your Business Name]. Your call is important, and we’ll assist you shortly. You can say, “Call me back” to schedule a callback and keep your place in line.

2. Estimated Wait Time Script
   At [Your Business Name], we appreciate your time. The current wait is about [X] minutes. We value your patience. Meanwhile, you can say, “Make an appointment” or “Check my balance” for quick help.

3. On-Hold Promo Script
   Thank you for holding. We’re offering [promotion details]. Press 1 to claim it, or mention it to our agent after we connect. We’ll be with you shortly.

After-Hours IVR Scripts

When you’re closed, inform customers about their options clearly.

1. General After-Hours Script
   Thanks for calling [Your Business]. We’re currently closed. Our hours are [business hours]. If you want to leave a message, press 1 for voicemail. A representative will contact you when we reopen.

2. Sales Inquiries After-Hours Script
   You’ve reached the Sales Department, but we’re closed. Press 1 to leave your contact info. A rep will reach out during business hours.

3. Emergency After-Hours Script
   For urgent matters, press 1 to reach our on-call team. For non-urgent issues, please call back during business hours.

Maximum Wait Time IVR Scripts

When call queues get long, use these scripts to keep callers informed.

1. General Maximum Wait Time Script
   Thanks for calling [Your Business Name]. Our maximum wait time is about [X] minutes. We appreciate your patience. If you’d rather not hold, press 1 to schedule a callback.

2. Alternative Options Script
   Choose [Your Business Name]. Our maximum wait time is [X] minutes. Instead of waiting, email us at [email address] or visit [website URL] for assistance, or press 1 for a callback.

3. Customer Prep Script
   At [Your Business Name], we value your time. Your wait could be up to [X] minutes. To help us assist you quickly, please have your account information ready.

IVR Payment Scripts

Payments through IVR streamline processes for both customers and agents.

1. General Payment Script
   Welcome to [Your Business Name]. To pay, choose from the options:
   Press 1 to pay by card.
   Press 2 for automatic payments.
   Press 3 for alternative payment methods.
   Press 4 to speak with billing.

2. Payment Troubleshooting Script
   Facing payment issues? We’re here to help.
   Press 1 if your payment was declined.
   Press 2 to cancel a payment.
   Press 3 for payment errors.
   Press 4 to speak with billing.

3. Balance Confirmation Script
   Thank you for calling [Your Business Name]. You have no outstanding balance.
   Press 1 for a payment confirmation.
   Press 2 to update contact info.
   Press 3 for services or promotions.
   Press 4 to talk to a representative.

IVR Survey Scripts

Surveys can give valuable insights, but they need to be framed effectively.

1. General Survey Script
   Thanks for choosing [Your Business Name]. Your feedback helps us improve. Please take a moment for our satisfaction survey. Rate your experience from 1 to 5.
   Press 1 for comments, or press 2 to skip.

2. Service Interaction Survey
   Thanks for choosing [Your Business Name]. We want to hear about your interaction with [agent name].
   Press 1 if satisfied.
   Press 2 if you experienced issues.
   Press 3 for detailed feedback.
   Press 4 to skip.

3. Product Experience Survey
   Thanks for choosing [Your Business Name] for your [products]. Share your thoughts.
   Press 1 if you’re satisfied.
   Press 2 for desired improvements.
   Press 3 for comments.
   Press 4 to skip.

Tips for Effective IVR Scripts

• Limit Menu Options: Keep menus to five options or fewer to avoid confusion.
• Prioritize Common Tasks: Place frequently used options at the top for quicker access.
• Use Familiar Language: Write in simple terms that are easy to understand.
• Keep Messages Short: Aim for ten seconds or less for pre-recorded messages.
• Facilitate Human Interaction: Ensure callers can easily connect with a human if needed.
• Regularly Review Scripts: Continuous updates based on customer feedback keep scripts relevant.

Today’s IVR analytics offer insights on call flows and menu performance. If something isn’t working, it may be time to revisit your scripts.