The limitations of traditional Interactive Voice Response (IVR) systems are no secret, with numerous studies showcasing the frustrations users face.
Enhancing the Customer Experience
A 2019 Avaya survey revealed that 60% of customers found IVR systems frustrating. Furthermore, 68% admitted to hanging up due to a poor IVR experience. Customer Experience Insight found that 83% of customers view IVR systems as a weak substitute for live customer service representatives.
One of the primary issues with keypad navigation in IVR systems is the predetermined experience. Customers are forced to follow a set path, and call center representatives are restricted in how they can assist. This often leads to dissatisfaction and poor customer experiences.
According to Forrester, subpar CX costs US businesses $62 billion annually.
The Telephone Experience (TX) plays a vital role in customer service. It’s essential to focus on improving it to significantly impact overall Customer Experience (CX). A high-quality TX can help businesses establish trust, boost customer satisfaction, and foster brand loyalty.
Leading companies are now utilizing OpenQuestion technology for a better TX.
By greeting customers with open-ended questions like “How may I assist you?”, customers can respond in their own words. The system then employs natural language processing (NLP) to understand the intent. It then directs them to the right department or providing the necessary information.
As a result, customers feel heard and understood, leading to increased satisfaction and positively impacting the company’s bottom line.
A study by Aberdeen Group shows that businesses that improve their CX see an average 10% increase in revenue. Moreover, Conversational IVR technology can handle a large volume of calls simultaneously. It offers customers prompt and efficient service without the need for additional full-time employees (FTEs). This scalability also presents cost savings for companies that experience high call volumes during peak times.
The importance of CX cannot be understated. One of the fastest ways to drive improvements comes from investing in new technologies such as OpenQuestion.
For a comprehensive overview of Conversational IVR and how you can harness the power of the technology, our newly published e-book can be accessed, here.
