Optimize Your IVR and Enhance Customer Experience
It is easy to put an IVR system in place. You call in a vendor and explain your requirement. The IVR developer creates a menu for the system and that is that. Customers use the IVR, listen to a long-winded message and are offered choice of key presses. They press one key and that leads to another set of options. Customer rage and frustration mounts. His time is wasted and his problem remains unresolved. It is no wonder that IVRs can lead to customer churn. Smart enterprises optimize IVR all the time based on feedbacks and analytics. Otherwise, what is supposed to be a self service system can be potentially harmful. Analyze IVR to optimize it A generic IVR solution rarely works from the customer perspective. What does your customer want when he dials a number that leads to an IVR? You get the answer through constant, ongoing analytics of the customer journey. A few things one can do to optimize IVRs: Keep menu options short Offer backtracking to