Siri, Alexa, and Hey Google have refreshed consumers’ perception of voice. While they may not be keen to talk to a representative (and you don’t want those costs either), the ease of speech-based interaction is making voice cool again.
Unfortunately, you can’t capitalize on the rising popularity of voice unless you modernize your IVR. IVR should remain a critical component of your customer experience strategy so customers can self-serve. Sixty-seven percent of respondents said they preferred self-service to speaking to a representative . Knowing customers typically take to the phone as a means of last resort, it’s critical that your improvements accelerate their time to resolution, not create new frustration.