The Love-Hate Relationship: IVR Best Practices that Transform the Customer Experience

 

 

Why do customers love to hate Interactive Voice Response (IVR) systems?

 

 

In an attempt to help companies engineer superior IVR systems, we performed an in-depth exploration of customer sentiment about IVRs. The study revealed five best practices to help organizations evaluate their automated service technology. These include:

 

Investing in sophisticated technology to ensure frictionless service

Allowing the customer to use their channel of chose

Investing in upgrades that enhance the quality of service interactions

Always providing the option to speak with an associate

Focusing on improving call resolution

 

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