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This is a question I see all too frequently in my field.
You've read up on the best conversation automation solutions and you've devoted a large part of your business toward nurturing healthy customer relationships. You got rid of the complicated navigation menus in your telephone system, and make sure your clients understand how to interact with the software you've installed. You make sure they always have quick access to a live representative.
Yet somehow, you're not seeing results.
Customer after customer calls don't seem to have higher completion rates than before you deployed your IVR. Your callers have lukewarm feelings for your technological advances. And, you're not seeing nearly the increase in sales you expected.
So what gives? Well, I feel badly that I'm the one about to break this to you, but the issue probably isn't your customers. The real issue might be your IVR.
This the end of - IVR