We’ve all been there: Call a company for help, and listen to that boring, tedious recording of an Interactive Voice Response (IVR) system that supposedly will quickly help us. But the reality is we either keep punching “0” or repeatedly shout “Representative!” until we’re taken out of that endless loop. Isn’t there a better way?
An upcoming webinar sponsored by Genesys (News - Alert) will detail effective methods and steps that will not only boost IVR usage, but leave customers more satisfied with their experience.
Let’s face it: Consumers really don’t like IVRs. According to a JD Power & Associates study, the IVR accounts for an astounding 27 percent of the total call experience, but only seven percent of organizations currently offer an IVR solution that delivers a better experience than their live agent experience. Those are some shaky numbers.
Such low percentages can cause a major headache for financial service companies that take hundreds or thousands of calls daily. Customers want to obtain information, conduct transactions, or find requests as quickly and painlessly as possible. But such calls handled by agents can be incredibly expensive. Consumers also dislike IVRs because such systems have been cumbersome and time consuming. However, it is possible to build an IVR that customers not only use, but prefer to human interactions because it actually saves them time, produces the resolutions they’re seeking, and is easy and effective.
The Tues., Sept. 23 webinar will cover proven best practices for building IVRs specific to the financial services industry; recommendations for how to increase your call-containment rates and real-world examples of financial services companies with customer-pleasing IVRs.
Does that sound like what you’ve been looking for? If so, plan now to join co-hosts Dave Pelland, director of UX Innovation and Design at Genesys, and Stefania Viscusi, assignment desk editor at TMCnet. Together, the duo will show you a better way to get happier customers at lower costs. Isn’t that worth an hour of your time?
Edited by Stefania Viscusi