The IVR may not grab the attention like digital channels (mobile, web), but it’s still the preferred method for consumers to resolve issues and a critical part of a company’s customer service strategy. However, far too many companies today continue to manage their IVR as a siloed channel that’s working okay and doesn’t warrant incremental investment. But customers notice when the IVR is the weak link in their customer service journey and they don’t like it.
Organizations need to take a hard look at the experience they are offering their customers in the IVR in comparison with their other service channels. The infographic below illustrates seven ways an IVR may be guilty of causing headaches for customers. See if any of these happen in your company’s IVR and how to administer the right relief to drive improvement.
And if you’re interested in learning more about how to refresh your IVR, check out this report from Frost and Sullivan.