Frost & Sullivan: When Customers Call, and They Will, Will Your IVR be Ready?
As many reports have shown, customers are more frequently gravitating toward online tools and other self-service channels when they need an issue solved. But the fact of the matter is, call volume will not drop significantly any time soon. Though most people may prefer other channels, customers will still call, often because those other tools didn’t provide the answer they needed.
And when they do call, companies must be ready to handle them well or they risk hurting customer loyalty. However, due to the emphasis on adding new channels amidst tight budgets businesses often neglect IVR, not taking advantage of enhancements that would help customers, much less fixing poorly designed IVR applications that frustrate callers.
Download this Frost & Sullivan executive summary to learn how you can deliver seamless, personalized experience through IVR, and how it can be integrated with other channels to create an excellent omnichannel experience.