Common IVR Complaints

Armen Karaoghlanian
Armen Karaoghlanian
April 27, 2016

In the past, we’ve written about Interactive Voice Response systems and how they’re becoming more conversational. IVRs are becoming more and more widespread.

In fact, it’s being used in this year’s presidential election, as a way of surveying voters. There is, however, a great deal of complaints that come from IVRs. They’re frequently irritating consumers and that’s something you want to avoid as a business.

In addition, as the technology behind these systems improves, “customers grow accustomed to greater levels of control, information, and self-service,” which is what you should provide them with your IVR.

Tech Financials put together a list of some common complaints about IVRs. These will help you avoid mistakes in the future!

  • Problem #1 – Repetitive Questions: There is nothing more irritating for a consumer when they go through an entire IVR with a list of questions, answer those questions, but then must answer those questions all over again for a live agent after their call has been transferred over. 
  • Solution: It’s important to make sure that each question serves a purpose, but it’s equally important to make sure the information collected is passed over onto the other side. If not, what’s the point? 
  • Problem #2 – Countless Options: The IVR serves its purpose by asking relevant questions and collecting that information. The consumer expects a series of questions when connected to the IVR, but frustration sets in when the questions drag on and there is no end in sight. 
  • Solution: The short answer (no pun intended) is keep it short and ask the important questions! There isn’t a single consumer out there who wants to spend half an hour answering questions, regardless of the user experience. 
  • Problem #3 – Navigating Prompts: The road to the end of an IVR can take a little bit of team, but when prompts become roadblocks and it’s a challenging in and of itself to connect to a live agent, then your consumer has a right to become unsatisfied.
  • Solution: There should be a clear “flow” to the IVR journey. If you’re working with someone on an IVR, make sure they create a diagram that maps out the entire process, including every twist and turn along the way.

 

Yes, many IVRs are “simple, intuitive and don’t frustrate callers,” but what’s important than anything else is making sure you exceed their expectations. Phonexa’s custom, multi-level IVRs ensure the consumer has a positive experience for the consumer, which in turn, benefits your business as well!

 

 

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