Four Keys to Modernize Your IVR

Read Our Summary below or Download Our Full Guide to Modernize Your IVR

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. Press 1 if you need to modernize your IVR.

Here are four keys to modernizing your IVR and engaging your customers:

  1. Think Brand – Your website, collateral, ads, and social media are just a few aspects of your brand image…your IVR must reflect your brand voice and enable Conversational Commerce.
  2. Think Personalized & Seamless – Customers expect to be recognized, and want a frictionless experience based on their profile and recent interactions.
  3. Think Mobility – Mobile phones are ubiquitous, but 90% of customer say they’ve had a poor experience seeking support on mobile. Innovate with visual IVR.    
  4. Think Partner – Dependability. Agility. Security. Your Net Promoter Score (NPS) will suffer if you can’t count on your partner for all of these.