“83% of customers say they will avoid a company after a poor experience.”
This webinar will help you balance your business strategy with consumer needs and successfully navigate the process of IVR design, implementation and monitoring. Presented by Interactive Intelligence’s Contact Center Solutions Consultant Rebecca Gibson.
How many times have you gotten frustrated using a company’s IVR? How many times have you hung up your phone and thought, “I’m never dealing with that again”? A recent study by Interactions Corporation found that “more than 8 in 10 consumers (83%) say they will avoid a company or stop giving it business after a poor (IVR) experience.” The study, which was conducted by New York University’s Assistant Professor of Communications Liel Leibovitz, also found that over 70% of those consumers who have a bad IVR experience will then pass along their IVR horror story through family, friends and various social media platforms.
With IVR horror stories and the looming threat of customer dissatisfaction, the best IVR experience is like an escalator ride – you do not remember the “great” ones! With IVR becoming an increasingly common business practice, the goal of IVR should be two-part: as a business, you strive for an efficient, cost-saving IVR; as a customer, you want a convenient IVR that is user-friendly and meets your personal needs. The best IVR design increases service efficiency while reducing customer effort because ultimately, companies create loyal customers primarily by helping them solve their problems quickly and easily.