Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Bad IVR costs businesses US$262 per customer per year

61% Of consumers say IVR leads to poor experiences

The 2019 Vonage IVR survey, which was based on independent research among 2,010 survey respondents from the United States1, found that of those customers who ditched a business as a result of reaching an IVR menu, 89% of the money they would have spent, was then spent with a competitor.

Per the survey, sixty-one percent of consumers feel that IVR technology makes for a poor customer experience, while just 13% believe it makes for a positive one. And on average, consumers abandoned more than a quarter (27%) of calls they made to businesses in the last year because they reached an IVR, with 85% terminating at least one call.

The 2019 IVR survey findings are consistent with Vonage's 2018 Serial Switchers' study, which revealed that US companies providing poor customer service were letting an estimated US$ billion slip into the pockets of their competitors.

Many businesses use an IVR to connect with callers, yet 64% of respondents described having negative feelings such as frustration (47%), stress (7%) and anger (6%), when presented with one. Seventeen percent reported 'no particular emotion', with only a small percentage feeling hopeful and positive (8 and 4% respectfully).

According to the survey, top things customers disliked include: the reason for calling might not be listed (65%), being forced to listen to irrelevant options (63%), IVR keeps callers from reaching a live person (54%) and the menus are usually too long (46%).

Having navigated an IVR and reached a customer service agent, consumers reported feeling more relieved (27%), less frustrated (26%), more hopeful (25%) and less angry (24%) than when they first initiated the call.

"Technology is important, of course - but to connect people, not to keep them apart," comments Ken McMahon, Senior Vice President, Customer Success. "Customer experience is the one area companies can differentiate and compete in an increasingly commoditized world, and with solutions like Dynamic Routing, which enables customers to reach the most appropriate agent for their call, every time, there's a path to great CX that's waiting for smart companies to take."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)