Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a toilet than contact customer service on an IVR. Why is that?
Perhaps it’s the robot voice greeting that turns people off, or maybe it’s the limited menu options that steer them toward anything but a live person. Many customers will hang up, frustrated, before being routed to an agent (or worse, to a voicemail inbox). Whatever the reason for why customers think IVR sucks, we can all agree that IVR needs to be usable for everyone listening.
To reduce costs while providing a stellar self-service experience, consider changing the IVR game with these methods: