The IVR (Interactive Voice Response) has been the bane of many customers’ existence since its inception. Unfortunately, this seemingly helpful tool has become somewhat of a nuisance for callers. From convoluted dialing options to poor speech recognition, it’s no wonder that customers are skipping this friendly voice over and trying to reach a live agent. According to JD Power & Associates, the IVR accounts for an astounding 27% of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience (CSAT) than their live agent experience.
So, where is your IVR failing customers? We explore four popular pain points that many IVR systems need to improve upon: