Wednesday, February 20, 2013
If you were to survey people on any given street and ask them whether they preferred automated or personal customer service, the response would most likely show that people prefer talking to people. This is in large part due to the overabundance of poorly designed IVR systems with steely, condescending virtual receptionist voices and convoluted menus. It’s an experience common to most people in the modern world, and a frustrating one at that.

However, studies show that many people prefer IVR for simple automated tasks, like refilling a prescription or checking on airplane arrivals. Although mobile solutions for banking are becoming more prevalent, a significant number of people still prefer to call and check on their account balances, which almost always involves dealing with an IVR. 
This all goes to show how a well designed and implemented IVR can be a great way for consumers to complete simple interactions. The voice people hear on the phone is the voice that they will immediately associate with your company, so it should be chosen carefully along with any holding or waiting music; used appropriately, an IVR can be a great way to control the customer experience and save money while providing quality customer service.

Finally, those seeking to benefit from implementing IVR solutions need to be aware that the average consumer will take a multi-faceted approach to problem solving; this means that the IVR experience needs to be consistent with email, online chat support, and mobile app based solutions in order to cultivate customer loyalty.

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