A study on customer perceptions of Interactive Voice Response (IVR) systems found that 83% of customers feel these self-service systems provide little benefit to the callers, but only a cost savings benefit to the company. IVR plays a key role in customer care delivery, and is widely used by major companies all over the world.
This same study also found that the majority of consumers (67%) still prefer live-agent service. 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. Post your frustrating or funny experience with IVRs and demand that companies ease the pain.
The Market demands solutions. Radish has a solution. ChoiceView Visual IVR eases the pain of frustrating IVRs. ChoiceView Live Agent allows true ‘voice with visual’ sharing during live transactions. Learn more about True Visual IVRs.