Customers Opinions of IVR
The results of their academic study on
what customers really think of IVR's ("IVR" = Interactive Voice
Response; otherwise known as Automated Phone Menu Systems. These
are commonly used by large companies across the world). hit
many chords with us and our own findings. The survey
highlighted how IVR's were seen as very negative in the eyes of the
consumer with only 1% saying IVR's benefit both the Company and the
Customer. Half of those surveyed thought these automated menu
systems did not benefit either party and they also confirmed a long
standing customer perception with 34% saying they were simply there
to save the companies money!
Their view that people were force fed these systems was spot on and we loved their view that companies should turn IVR's into something people 'want to use' rather than 'have to use'. These guys are looking towards voice as the solution and from their presentation, their product looks impressive but we and they know they have to overcome the bad press that voice recognition receives from consumers. Take a look at their presentation