IVR (Interactive Voice Response) technology is used to provide customer service to millions of people every day, with legacy IVR touch-tone keypad inputs representing the most commonly used form of the technology.
That is changing.
Modern IVR represents the next generation of customer service when it comes to contact / call centers as the replacement of keypad inputs with voice commands has arrived. The benefits of voice-based IVR include faster response times, cost savings, and improved customer satisfaction.
To demonstrate the impact that modern IVR has on customer experience, here are five key statistics for you to consider.
1. IVR can reduce customer service costs by up to 30%
According to research by the Aberdeen Group, IVR technology can reduce customer service costs by up to 30%. This is because it reduces the need for human agents to handle routine and repetitive queries, freeing them up to focus on more complex issues.
2. 75% of customers become frustrated when they can’t reach a live agent
While customers prefer self-service options, they can become frustrated if they cannot reach a live agent when they need to. A study by Harris Interactive found that 75% of customers become frustrated when they cannot reach a live agent.
3. 30% of customers will hang up if they encounter complex customer service
According to HubSpot, 33% of consumers say waiting on hold is the most frustrating aspect of getting customer service help, and another 33% cite having to repeat information to different support representatives as the most frustrating aspect. Not being able to reach a live agent is another key frustration faced by consumers. According to PC Executive Services, 30% of customers say that not being able to reach a live agent is the most frustrating aspect of getting customer service help.
4. 63% of customers want personalized experiences from IVR systems
Customers expect personalized experiences from IVR systems. A study by Forrester found that 63% of customers want IVR systems to recognize their unique needs and provide personalized experiences.
5. 66% of customers prefer natural language IVR systems
Customers prefer natural language IVR systems that allow them to speak in their own words rather than requiring them to navigate a menu. A study found that 66% of customers prefer natural language IVR systems.
In conclusion, voice technology is a valuable tool for improving customer service. It can reduce costs, improve efficiency, and increase customer satisfaction as highlighted by these IVR statistics.
However, it is essential to ensure that IVR systems are easy to use, personalized, and use natural language to prevent customer frustration and improve the overall customer experience.