Interactive voice response (IVR) systems can be a valuable tool to businesses of all sizes. These systems can improve self-service, reduce call center costs and provide you with valuable customer data that you can use to enhance your products and services.
But despite the value of IVR, some customers have also voiced their dissatisfaction with it. Some of the most common complaints that customers have raised include the following.
Poor Speech Recognition
Speech recognition is at the heart of every modern IVR system. Therefore, if the IVR system you’re using has issues with speech recognition, then the experience can be frustrating for the customer.
If you’ve noticed that your IVR system is not responding according to your customers’ vocal commands, then it’s time to fine-tune it. Make sure you find a reputable technology partner who can provide you with the latest IVR systems and help you to set them up properly.
Too Many Buttons
The majority of the IVR systems you’ll find on the market today come with 3 main inputs: natural language, directed dialogue and touchpad. If your IVR system has issues with speech recognition, then you can solve the problem using dial tone input.
As much as it might not be the most convenient, the touchpad or dial tone input will come in handy, especially for customers who find it hard to vocalize their credit card information. But instead of offering just one solution, it’s highly advisable to consider a blended one.
If your IVR system is not working properly or efficiently, then your customers will be forced to repeat their personal information. And as you know, customers expect your systems to work efficiently.
Therefore, if they have to repeat their information, then they might grow frustrated and look for options elsewhere. To avoid such issues, it’s highly advisable to sync your contact center solutions to your IVR.
This way, you’ll have access to information as you need it. Thus, this helps to minimize repetition.
Customers can contact your business in various ways. For instance, they can send an email, a text message or engage you on live chat. However, if a customer decides to call, it’s a clear sign that they want a quick response.
If your IVR system has too many buttons that customers have to figure out, then the experience will be a frustrating one. To streamline the process, ensure you employ natural language as much as possible.
You should also consider multiple channels for handling customer complaints.
Technology changes quite fast. If you’re still using outdated IVR systems, then you might not deliver responses in a timely and efficient manner. Therefore, you need to update your IVR systems regularly, to ensure that you provide the best experience for your customers.
Final Thoughts On Interactive Voice
In as much as your customers might not show dissatisfaction with your interactive voice response systems right away, you’ll eventually drive some away.
Therefore, if your IVR system is at the heart of your company’s communications, you should address the above issues right away.