Poor voice recognition service means that customers can't get through to the right people. And when surveyed, '95% of customers who have a low-effort service experience will buy from that company again.' (CEB).
What could you stand to gain from improved IVR and speech recognition services?
First impressions count. So much so that 83% of consumers run screaming from companies that feature poor automated voice technology (mediapost.com).
Complicated or unintuitive self-service leads to frustration and complaints. Put yourself in your customers’ shoes and review your current offering from their perspective.
Offering customers an IVR or speech recognition service that quickly and easily routes them to the correct person or department will have a significant impact on their overall experience.
By releasing agents from handling simple administrative tasks, they are sheltered from endless complaints and frustrated customers. Agents are then available to resolve more complex enquiries. They are able to spend more time with each customer increasing the cross-sell and up-sell opportunities, and focus on advanced skills, knowledge and empathy judgements.