Interactive voice response systems (IVRs) have been around since the mid-80s, greeting customers and allowing them to help themselves 24 hours a day. In many cases, the IVR has done such a great job that it has been developed, deployed, and forgotten, often times not reaching its true potential among the rising tide of alternative customer interaction channels.
From many businesses, neglecting your IVR and creating frustrating experiences for your customers comes at a price, potentially causing damage to your brand’s reputation and bottom line. Think of your own experiences with IVRs. Have you ever called customer service and heard the message, “Please listen carefully as our menu options have changed.” Really? Is that message absolutely necessary? Or is it just an annoyance that wastes a caller’s time? Surprisingly, this is a common occurrence that customers experience every day.
The good news is that today’s IVRs make updates so easy for managers and menus so intuitive for customers that a negative message like that is never needed, and it definitely should not be the first greeting your customers get when they call.
As IVR’s have evolved, the technology has matured from proprietary hardware-based systems to standards-based VoiceXML platforms that feature natural language speech applications to multi-modal self-service on mobile devices. And as the technology has matured, so too have the callers, who are technology-savvy and quite accustomed to proactively helping themselves.
The fact is that today’s consumers like to self-serve when it’s done right – they even expect it – but when they call your company, and they will, will your IVR be ready to greet them and quickly close their transaction or resolve their issue?
Join Genesys and Frost & Sullivan for a complimentary eBroadcast, featuring Nancy Jamison, Principal Analyst, Customer Contact. We’ll cover the latest in IVRs and the value of keeping the voice portal to your customer service agents relevant and ready to exceed customer expectations across a range of industries. We’ll also discuss how a cloud IVR solution makes self-service so easy that anyone in your organization can it set up and update it to meet changing customer demands.