According to industry analyst Ovum, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Ovum also learned that 43% of customers identified IVR as the biggest issue with customer service. Implemented correctly, IVRs can be used to enhance their experience, boosting customer satisfaction and loyalty. Despite the importance of IVR in the customer journey, many organizations have not updated their systems. So while customer expectations for their service experiences have risen, the lack of investment in IVR means their phone interactions have gotten worse. Ask your customer, isn’t it time to stop neglecting your IVR? |
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Ovum's report to learn best practices for deploying a modern,
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Don't let your customers settle for a basic IVR. Join IntelePeer's Cloud Advantage Partner Program today on our quest to change the future of communications. |
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