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Why IVR? Why Now?

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The following is a guest blog written by Abhay Prasad, Senior Director, Product Management, Self-Service, at Aspect. Learn more about Aspect by visiting their website.

Did you know your customers probably don’t want to talk to you?

This is one of the surprising discoveries we made while conducting primary consumer research on customer service preferences across generational groups, including Millennials. Instead of talking to an agent, 70% of Americans would rather solve product and service issues themselves and 91% would use self-service if it were available. And the demand for self-service is growing. This year, 42% of survey respondents told us they would rather do just about anything else (like clean a toilet) than talk to customer service – a 27% increase over last year’s survey results.

By tapping into consumer’s preferences for self-service options, businesses stand to save millions of dollars in operational costs, but only when self-service is convenient, appealing and customer-focused. IVRs, which have been considered a mainstay of customer self-service for years, are designed more to keep customers from reaching an agent than to help them resolve their issue in an efficient manner. As a result, most customers who find themselves in an IVR will do their best to find their way out again.

There IS a better way to meet customers’ self-service needs. In fact, we can think of at least eight better ways. Here are two of our favorites: Continue reading