A recent study conducted by eLoyalty shed light on how consumers perceive traditional IVR systems. The results unravel a love/hate relationship ā€“ users prefer a live agent over the automated self-service despite acknowledging IVR systems as useful to them. In the attempt to equilibrate between financial efficiency and the best possible customer experience, the traditional IVR system can in may times disrupt this fine balance. Where did it go all wrong?
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