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
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
Escalation 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.
