Today’s consumers are more socially aware of products and services and, with customer retention being critical, businesses now face a challenge: How can providers proactively serve customers while empowering them to use self-service tools and programs?
Some organizations leverage Voice of the Customer (VOC) programs to grow revenue by increasing customer referrals and reducing the average cost of customer contact. However, many VOC programs focus too narrowly on soliciting feedback from customers who have interacted with an agent.
Interactive Voice Response (IVR) is largely meant to provide customers easy access to agents and, ultimately, solutions. But when customers need to repeat themselves to a poorly optimized IVR, satisfaction suffers and agents can be set up for failure before they even speak to the customer.
Organizations facing these issues need to refresh their IVR systems. To do this, they first need the ability to accurately measure the user experience for those tools. They need proactive, real-time testing to ensure that their IVR enhances customer satisfaction, rather than detracting from it.
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