IVR plays a key role in customer care delivery, and is widely used by major companies all over the world. While the Global IVR market is expected to grow to $1.9 billion by 2015, an overwhelming majority (83%) of consumers feel IVR systems provide either no benefit at all or only a cost savings benefit to the company. Only 16% of consumers feel that IVR systems benefit them.
According to consumers, a key shortcoming of IVR systems is that they are difficult to use. On an ease-of-use scale, IVR systems scored lower than any of the other service options and was the only option perceived as difficult to use. In addition, IVR was the least preferred service option with only 15% of consumers choosing IVR as their preferred option.
While past studies have indicated consumers desire increased automation in self-service, this study reveals consumers still view live help as being far easier to use than automated assistance. Additionally, the survey found that the majority of consumers (67%) still prefer live agent-provided service over other service options.
“This study reinforces why companies are seeking customer care solutions that provide a better consumer experience,”
The consumer research was completed in two parts. In the first part, 408 respondents completed an 11-question survey about general attitudes towards IVRs and other service options. In the second part, an additional 21 respondents were interviewed in person and in depth to provide greater insight regarding these customer service options.
“The results confirm that there is significant frustration with the predominant IVR solutions available today,” said Phil Gray, Interactions EVP, “Interactions is working to fix this problem by providing a self-service alternative that engages consumers in a positive, productive experience. Getting the experience right not only benefits consumers, but also provides businesses the full economic benefit of self-service.”
About Interactions Corporation
Interactions, Inc. enables companies to more effectively interact with their customers. Our patented technology for automated voice and other interactive systems delivers an unprecedented level of understanding that engages customers in a productive, natural conversation. The company serves a growing customer roster of industry-leading brands, from its corporate headquarters near Boston, Mass., with additional facilities in Indiana and Texas.
Learn more at www.interactions.net
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