Sometimes callers need a little extra help in finding what they need to use the IVR. This is especially true for technical support IVRs. For example, if the caller needs help with Internet service, she may also need information on how to reset the modem. Another example is when an IVR asks for something that the caller may not expect so she doesn't have it handy. It's obvious if I want to get my checking account balance, I'm going to have to identify my account, either with an account number or an SSN. If I'm calling to see if an auto repair is covered on my service contract, it may not be as obvious that I need the VIN for my car. Telling the caller exactly where she can find the VIN is helpful. With this example, it's helpful to alert the caller early in the conversation that she is going to need to provide certain information. This way, if the caller needs to hang up to find the information, she hasn't wasted much time using the IVR before realizing she needs to hang up.

For example, a Canadian address-change IVR for a satellite television service might include up-front instructions like, “So, you're moving! It will be helpful if you have your new address information (especially the postal code), your account number, and a calendar on hand. If you need a few minutes now to get these, press the pound key to pause, then press it again to resume.”