Workforce Management Featured Article
Is Your IVR Costing You Customers?
Every interaction with a customer offers the opportunity to create loyalty or serve as a viral example of what not to do. A poor contact center interaction pushes a customer toward the competition. And, I don’t need to tell you, that’s bad for business.
Recently, Vonage (News - Alert) unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing customers.
Survey results noted that of the customers who hung up the phone as a result of reaching an IVR, these would-be customers reportedly spent nearly 90 percent of what they would have spent with the first company with a competitor instead.
Company’s offering subpar customer experiences are paying the price, to the tune of $75 billion. IVR is a major culprit here. Businesses continue to march out these solutions, yet 64 percent of respondents cited negative feelings when encountering IVR.
"Technology is important, of course – but to connect people, not to keep them apart," comments Ken McMahon, Senior Vice President, Customer Success. "Customer experience is the one area companies can differentiate and compete in an increasingly commoditized world, and with solutions like Dynamic Routing, which enables customers to reach the most appropriate agent for their call, every time, there's a path to great CX that's waiting for smart companies to take."
The contact center can be a spooky place with less than adequate people, processes and technology in place. Listen to your customers; it may be time to ditch the IVR.
What’s in your contact center?
Edited by Maurice Nagle
