Is Your IVR a Dinosaur? Here’s How to Evolve It

Kevin Payne | August 11, 2015

Is your company resigned to living with an IVR that’s stuck in the Jurassic era? It seems like that long since the voice channel was the main way customers got help. The digital era changed that, of course. So companies shifted their focus and budgets to newer channels like chat, mobile, social, and web. Unfortunately that meant a lot of the development that could make IVRs relevant in today’s digital world just didn’t get done.

This is a big mistake when it comes to helping customers self-serve, and for controlling costs, too. IVRs haven’t gone away. In fact, more than half of consumers start their service journeys on the web, and if they don’t resolve their issues there, many of them call customer service.

What happens then? They get stuck with “dinosaur” IVRs. They’re underserved and frustrated. They don’t like ultra-long menu prompts, speech recognition systems that don’t work well or long hold times to speak with a live agent. They start pounding the 0 button. The situation is bad enough that many customers take their business elsewhere.

So how do you evolve your IVR?

A new [24] article, “Dynamo or Dinosaur: 5 Steps to Making Your IVR Relevant in the Digital World,” shows how the solution lies in adopting an omnichannel perspective. You use data from previous interactions in other channels to anticipate what customers want, and address their needs faster and more accurately.

And that means your IVR is a dinosaur no more.

Learn more by downloading “Dynamo or Dinosaur: 5 Steps to Making Your IVR Relevant in the Digital World.”