Interactive Voice Response (IVR) has made such strides in improving the customer experience in recent years that many consumers are forced to pause and wonder if that could really be a computer on the other end of the line. It’s so intuitive that it can be hard to believe there’s nobody sitting there pushing the buttons on the other end. Enterprises are aware of how easy it is for a customer to get the experience they want; a competitor is always ready to pick up the slack and outperform your … [Read more...]
Improve the Customer Experience When Calling Into Your IVR
You know you can cut contact center costs by using Interactive Voice Response (IVR), but many companies do so with the knowledge that they might negatively impact customer approval. While a live agent is generally preferred by customers, it doesn’t mean you can’t improve the customer experience when they call into your IVR and boost satisfaction rates. It’s worth acknowledging that, while many companies might try to sell IVR to customers as a way to improve service, customers know the … [Read more...]