It’s no wonder that so many businesses are implementing IVR systems. 73% of customers want the ability to solve product/service issues on their own. On top of that, 71% rather use the phone to solve their issues. Those numbers are pretty hard to ignore. However, a poor IVR system can be terrible for your business. In this article, we’re going to go over a few reasons why you should only trust your IVR system to experienced professionals.
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1. People hate bad customer service
While the right IVR system will cut costs and improve customer retention, a poor IVR system will do just the opposite. 83% of customers would avoid a company after a poor experience with an interactive voice response system. That’s when a professionally implemented IVR system pays for itself. When 83% of the issues caused by your IVR system will end up on losing a client, it’s crucial to keep those issues to a minimum. After all, acquiring a new client is seven times more expensive than retaining one.
2. A better experience is worth it
Standing above the competition is not just about cheap prices. 60% of consumers will be happy to pay more for a better experience. That is clear proof that cutting corners on your IVR system could backfire. The best part is that if done correctly you could present a better experience for no extra cost. One of the main goals of an IVR system is to lower costs.
3. Nobody likes wasting time
The truth is that wasting your client’s time is always disrespectful. However, doing it on an already sensitive area is even worse. 72% of consumers already believe it takes too long to reach an actual person. An intrusive IVR system will easily bring response times above the average. Which, as we can see isn’t good enough to begin with. On the other hand, a professional IVR system will just as easily bring response times below average. Just another point to set you apart from the competition.
4. You should show customers that you care
Consumer loyalty is a cornerstone of success. The best way to get that loyalty is by letting customers know that you truly value them. 76% of consumers say they view customer service as the true test of how much a company values them. That starts with your IVR system. As we explained above, consumers like to solve their issues over the phone. Which means your IVR system in right under the spotlight. It will start most interactions with returning clients. The right IVR system will make them feel appreciated, thus starting most of your customer interactions with the right foot.
5. Expectations are rising
That’s right, people are getting used to technology. A few years ago an IVR system was a novelty onto itself. Now that most companies use them, people expect more from them. 54% of customers have higher expectations for customer service today compared to one year ago (2017). We all know that satisfying expectation is a crucial part of consumer retention. That starts with your IVR. If the interaction has a poor start it’s going to be harder to reach a pleasant ending.
Would you like to make sure that your IVR is up to standards? Let us take a look at it. We have all the experience needed to find and resolve any potential issues with your IVR. Call now for a free consultation +971-4-454-1054.
