IVR Gets a Bad Rap
Sometimes ridiculed as both a maze and a labyrinth, interactive voice response (IVR) systems have been easy targets of cheap shots. Everybody has their own memory of a bad experience with an IVR that typically started with “Si usted habla español, oprima número uno” and ended three minutes later with this message: “To contact a customer service representative, please press 9. Current waiting time is approximately … 15 … minutes,” whereupon, you hang up in frustration.
The bad rap for IVR systems has been somewhat of a self-inflicted wound for businesses that have adopted poorly designed iterations with:
However, when IVR applications work, they work well. They are the virtual kiosks and stalwart vanguards for customer self-service in everything from banking services to online medicine prescriptions. The key to IVR success and customer acceptance is in its thoughtful design and how it promotes intuitive customer interaction with minimal referrals to your call center people.
If you have a well-designed IVR system between the caller and your call center, lots of other good things are happening:
If you’re looking for an IVR platform that will leverage your customer support into something that is greater than the sum of its parts, contact us. Download our white paper “How to Increase Your Sales with an IVR System.” We’ll show you a better way to launch your IVR technology into a no-cost profit generator.
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