Multi-level IVR: When you need it + providers

You planned for business growth, and your plans are paying off. You’re getting more customer inquiries every week. But that means your call volumes are also going up, and your team is starting to feel overwhelmed. 

Customers want quick answers, but your people can only handle so much before they start missing calls. Without an organized system for managing incoming calls, customers get frustrated. This can drive them to competitors who offer faster service.

A phone system with multi-level IVR can give callers a better experience and increase customer satisfaction. In this guide, you’ll learn what multi-level IVR is and how it works. You’ll also learn how different phone systems compare and which option is best for small or growing businesses.

What is multi-level IVR?

IVR, or interactive voice response, is an automated phone system feature. It’s also called a  phone menu, a phone tree, or an auto-attendant. Phone trees greet callers and guide them through a series of pre-recorded menus. Callers choose the department or information they need by pressing a number or using a voice command. Then the system routes their call to the right place.

Unlike single-level IVR, which presents all options in one menu, multi-level IVR is nested. It starts with a main menu that leads to more specific sub-menus, and those sub-menus can lead to even more targeted options.

Here’s an example of what a call flow with sub-menus looks like:

Businesses use this system to:

• Offer multi-language customer support, like English and Spanish
• Direct callers to the right location for a multi-location business
• Send calls from main departments to sub-departments, like from “appointments” to “new patient appointments” or “existing patient follow-ups”
• Connect callers to specific service specialties, like family law vs estate planning or emergency repairs vs scheduled maintenance
• Provide detailed self-service routing when experiencing high call volume

How does multi-level IVR work?

When a caller reaches your multi-level IVR, they hear a main menu of options. Each selection they make leads to a more specific sub-menu until they reach their final destination

Say a customer calls an HVAC business that uses IVR. This is what their journey through the phone menu might look like:

1. The caller contacts your business. For many companies, they call their main office number. 
2. Your caller hears a custom greeting and, if applicable, language instructions. For example: “Hi, and thanks for calling ABC HVAC Services. To continue in English, press one. Para continuar en español, presione dos.”
3. The caller reaches a sub-menu in their selected language. This main department menu could have options like, “If you need emergency services, press one. If you’d like to schedule an appointment, press two. To hear our hours and service areas, press three. To speak with a team member, press zero.”
4. The IVR routes callers to their destination. Based on their selection, the call is either:

• Connected to the next available technician or service coordinator
• Given pre-recorded information like service hours, coverage area, or special holiday hours
• Directed to an AI receptionist to get information or book an appointment
• Sent to a department-specific voicemail
• Forwarded to an external number, like for after-hours emergencies

5. Callers always have a failsafe option available. For example, a person can always press zero to bypass the IVR menu and speak with a rep.

💡Pro tip: Most businesses use no more than two or three menu levels. Any more can cause callers to get lost or frustrated. 

Why do growing businesses use multi-level phone menus?

Here are some of the benefits of multi-level IVR in customer service:

• Handles complex routing needs. Single-level IVR limits you to 10 options. A multi-level phone menu lets you organize dozens of options into sub-menus that are easy for customers to navigate.
• Improves first call resolution. Instead of a generic option like “sales,” where callers might get transferred again, you can send them directly to the right specialist. For example, you can have the option to “Press one for residential sales” or “Press two for commercial sales.” 
• Enhances the customer experience. Precise routing means customers only have to explain their problem once instead of repeating themselves to multiple reps. Plus, it cuts down on long wait times when call volumes are high by getting callers to the right person faster. When customers don’t have to wait as long as they expect, they have a more satisfying experience.
• Provides 24/7 support. Layered menu structures make it easier to direct callers to self-service options. They can get quick answers to basic questions, even outside business hours. For example, they can choose to hear pre-recorded audio with information about your hours or location. This is also a simple call reduction strategy.
• Scales with business growth. A multi-level auto-attendant grows with you to support additional services, locations, or languages. Single-level menus can’t manage these changes without becoming overcrowded and confusing.

When does your business need multi-level IVR?

Not every business needs phone menus with multiple levels. But you might consider adding this IVR feature if:

• You operate in two or more locations and need to route callers to the right city or region before giving them options for departments.
• You offer bilingual or multilingual services.
• You have 10 or more routing options that you need to organize into sub-menus.
• You have departments within departments and want to avoid multiple transfers.
• You need after-hours routing with more than one layer of options.

Here are a few examples of how businesses can use multi-level IVR call routing:

• Law firms. Starts with language selection, such as English or Spanish. The next menu would direct them to practice areas like family law, personal injury, or estate planning. Callers choose between new and existing clients. Then they’re directed to schedule a consultation or speak with a paralegal.
• Healthcare practices. Starts with options for new and existing patients. The main menu includes options like “book an appointment,” “refill a prescription,” or “ask a billing question.” Callers who want to book an appointment can connect with a specific department or directly with their provider.
• Home services companies with multiple trades. Callers choose a service type, like plumbing, electrical, or HVAC. To reach a technician, they choose emergency or scheduled service.

💡Further reading: 10 free phone tree templates for small businesses

Quo: The best multi-level IVR provider for growing businesses

Pros

• Multi-level IVR available on the Business or Scale plan
• Add different phone menus for during and after-business hours
• Visual call flow builder for fast setup
• Can record custom menu greetings
• Shared numbers so you can split responsibility for incoming calls and texts
• Multiple call flow support

Cons

• No verification through two-factor authentication*

*Nearly all virtual phone numbers share this problem. Companies like Facebook, Uber, and Google rarely let you authenticate accounts through a virtual phone number.

Quo, formerly OpenPhone, is a cloud-based VoIP system for small and growing businesses. With Quo, you get a flexible multi-level IVR solution and other call handling tools like:

• An intuitive call flow builder. Easily add a phone menu to call flows with Quo’s drag-and-drop builder. 
• Multi-level IVR with sub-menus. Add up to three levels of sub-menus to direct callers to specific departments, pre-recorded information, or reps. 
• Custom call flows. Create separate call flows for situations like days off or busy periods. Quickly toggle between them from your settings.
• After-hours call routing. Stop missing potential customers when you’re closed for the day. Route calls to an after-hours message, voicemail, or Quo’s AI voice agent, Sona.
• Repeat call flow steps. Route calls back to an earlier point in the call flow or re-use a call flow step. This lets you build complex menus without having to set up each recurring step separately.

Quo’s multi-level IVR system is available on the Business plan for $23 per user per month. When you set up a phone menu in the Quo app, you can choose from several different routing options, depending on your needs. These include:

• Dial all shared number members simultaneously or in a custom ring group.
• Forward calls to a different Quo number or a US or Canadian number outside of your account.
• Send a call straight to voicemail.
• Play an audio recording that answers frequently asked questions, like your business hours or location.
• Direct callers to nested phone menus, like “Press one for sales” or “Press two for customer service.” Each option can have a sub-menu to send callers to specific departments or reps.

Callers who don’t select a menu option hear the auto-attendant greeting again by default. You can also choose to forward these calls automatically so every customer is connected with a rep. When reps aren’t available, use Quo’s AI receptionist, Sona, to answer FAQs, take messages, and summarize calls for follow-up.

No need to take our word for it, though. Sign up for a free seven-day trial and try out Quo for yourself.

Comparing multi-level IVR providers + pricing

Here’s how the top business phone systems with multi-level IVR stack up on features and pricing:

Provider name	Best for	Key features	Starting price	G2 score
Quo	Best multi-level IVR for small and growing businesses	Multi-level IVR with up to three sub-menus, intuitive visual call flow builder, after-hours call routing, Sona AI voice agent, shared phone numbers, unlimited calls and texts to US and Canadian phone numbers	$23 per user per month	4.7/5
RingCentral	Best for self-service payments	IVR with up to 250 menus and sub-menus per account, graphic phone tree editor, call routing for multiple locations, unlimited domestic calling	$20 per user per month	4/5
MightyCall	Best for blended call centers	Call flow designer, call queues, simultaneous ring, business hours, three local or toll-free phone numbers, unlimited calls and texts	$15 per user per month	4.4/5
CloudTalk	Best for large businesses or contact centers that need sophisticated routing and call queue management	Advanced IVR with unlimited call flows, up to 20 IVR routing options, business hours and time-based call routing, skill- and condition-based routing, call recording, unlimited calls to the US and Canada	$29 per user per month	4.4/5
Zoom Phone	Best for businesses already using Zoom	IVR with virtual agent and auto receptionist, call routing to shared lines or voicemail, holiday and business hours routing, unlimited IVR menus, unlimited domestic calls, send SMS and MMS to the US and Canada	$15 per user per month	4.6/5

How to design a multi-level IVR for your business with Quo

Setting up a multi-level IVR call flow for your business is simple with Quo. Just follow these steps:

1. Open Quo on the web or desktop app.
2. Navigate to Settings and Phone Numbers. 
3. Select the phone number to which you’d like to add a phone menu.
4. Click Edit call flow under the Call flow section.
5. Drag the Phone menu step into your existing call flow.
6. Add your main menu options, from zero to nine.
7. Add the appropriate keywords, like support or sales, next to each menu option. This lets your IVR take voice commands.
8. Drag and drop another Phone menu step inside one of your phone menu options.
9. Add sub-menu options from zero to nine.
10. Repeat for up to three levels.

Check out our Resource Center guide for more information on configuring your menu options.

5 Best practices for an effective multi-level IVR

Keep these best practices in mind as you design your phone menu:

1. Limit menu options. Give customers a maximum of five options per menu level. More than that can leave them confused. To get them to the right person faster, start with the most popular options based on call data, if available, like voicemails, call transcripts, and call tags.
2. Always give callers a way out. A menu that repeats on an endless loop makes callers feel trapped. To avoid frustration, always offer a way to bypass the menu. For example, you could include the option to “Press zero to speak with a representative.”
3. Add self-service options. Give customers a way to get information on their own. For example, include an option to listen to pre-recorded messages about common questions. You can also route callers to Sona for quick answers.
4. Offer a callback option. Allow callers to request a callback so they don’t have to wait for your support team to become free. You can direct callers to leave a message on voicemail or with an AI agent like Sona. Make sure to let them know when they can expect a callback, like within 24 hours.
5. Test your phone menu regularly. Track key metrics, like call abandonment rates and first contact resolution. You can also monitor hold times and frequently selected menu options. Use what you learn to update your multi-level menu to better meet customer needs.

Create smarter call routing with Quo

Multi-level IVR automates call routing to get customers to the right information, department, or rep faster. It reduces wait times and frees your team from the burden of manual transfers, so your customers get a better experience.

Quo’s drag-and-drop call flow builder lets you create custom flows for any US, Canadian, or toll-free number. Plus, you can share numbers across your team and route calls based on availability. You can also use Sona to handle overflow calls and routine inquiries.

Want to try Quo’s IVR call flow builder for yourself? Sign up for a seven-day free trial.

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