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State of IVR Customer Experience

Sample/target audience

  • Consumers, who had contacted a business or a government organization for customer service in the last 12 months

The conditions

  • Made the call with a smart phone
  • Had one or more interactions with an IVR
  • Data collected from 500 responses

88% found the IVR Survey Findings

IVR Self-Service

The IVR is not intelligent enough

  • 88% of respondents said the IVR was not intelligent enough
  • 38% unintelligent or somewhat unintelligent
  • 50% found it only somewhat intelligent

Majority are ready to ditch self-service for an agent

  • 60% tried to zero out to a call center agent very often or often
  • 26% tried to zero out to a call center agent somewhat often

70% waited in the IVR queue for 5 minutes before escalating to an agentEscalation to an agent

IVR callers wait in the IVR queue, then they Press zero for Agent

  • 67% wrestled with the IVR to get an answer for 5 minutes or more
  • 41% wrestled with the IVR to get an answer for 15 minutes or more

Customers won’t wait endlessly in the queue even for an agent

  • 70% waited for 5 minutes or longer upon zeroing out to get a human agent on the line
  • 43% waited for more than 15 minutes upon zeroing out to get a human agent on the line

IVR Customer Experience: The Biggest Pain Point

Having to repeat  information to an agent that you have already entered in the IVR is universally disliked.

Pain in IVR customer experience

 

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