Your organization could be loosing valuable customers because they are frustrated with its self service applications running on interactive voice response (IVR) systems. That is the findings of recent research that is covered in the article "Customers dump companies with poor automated phone service (infographic)". There are some interesting statistics that came out of this research. Of the 2,000 respondents polled 83% said they would stop doing business with a company that had a poor IVR application. Almost three-quarters of consumers said it was extremely important for any customer they do business with to have an excellent IVR. While the voice channel may not be the first one used by customers to get information on your organization it is still an extremely important channel for your contact center to get right.
So how do you make sure that your IVR is not frustrating your customers and driving them away. Through analytics provided with services like Voxbi Analytics. Unless you monitor how customers are using your IVR you will not have a clue as to whether customers are frustrated and leaving your business, nor will you know where to make improvements to mitigate this issue. Good analytics are crucial to the success of your IVR and therefore your business. Be sure to follow this blog for tips on improving the user experience in IVR applications and retaining satisfied customers.
