Despite the notion that phone support and IVR systems are declining in popularity, consumers often prefer receiving customer service over the phone rather than through digital means such as chat or email. However, integrating IVR technologies presents unique challenges for IT departments, such as managing increased complexity in developing a top-tier IVR strategy. To help organizations develop an effective IVR framework that supports self-service functionality and ensures world-class customer experience, global IT research and advisory firm Info-Tech Research Group has released a new blueprint, Implement a Transformative IVR Experience That Empowers Your Customers.
“An organization’s IVR approach can make or break their customers’ experience,” says Austin Wagar, research analyst at Info-Tech Research Group. “The feelings customers are left with after interacting with contact centers and support lines have a major impact on their future purchase decisions.”
Info-Tech’s research highlights the increasing demand for effective IVR in contact centers as customer satisfaction becomes a top priority. However, with an overwhelming number of IVR recommendations and advanced technologies in the market, organizations can find it challenging to identify and implement a strategy that resonates with their customers. Additionally, many companies do not have a clear understanding of what truly drives their customers’ calls to their IVR. As IVR-related queries continue to increase, IT departments should take the time to get a comprehensive understanding of IVR requirements and capabilities.
The firm recommends building a database with the most common customer call types to guide the selection and implementation of technology solutions. This database can then serve as an outline for the call flow tree. To further enhance the IVR experience, Info-Tech explains in the blueprint, it’s vital for IT leaders to understand and apply operational best practices such as…
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