IVR Review

Forrester's Phone Self-Service (IVR) Review uncovers the interface design flaws that prevent customers from completing their goals through phone self-service. Armed with this critical information, you and your team can focus on making interface improvements that deliver business results like higher automation rates, improved customer satisfaction, and greater return for your efforts.

Based on a thorough review, as well as Forrester's extensive qualitative and quantitative research, Forrester's IVR Review methodology helps you:

• Understand the customer experience through real user scenarios. No phone self-service system is inherently good or bad. Each is only effective to the degree that it helps your target customers accomplish their key goals. In the IVR Review, Forrester analysts emulate the perspective of your users — they attempt to accomplish critical goals like finding out the status of a shipment or paying a bill.
• Pinpoint strengths and weaknesses using research-based criteria. As Forrester analysts attempt to accomplish actual user goals, they examine the interface for compliance with proven design principles drawn from primary user research studies.
• Identify and prioritize interface flaws. IVR Review uncovers usability problems, such as poor navigation and missing feedback, that prevent customers from accomplishing their goals in phone self-service. Analysts provide specific recommendations, help prioritize which improvements to make first, and point to best practices to help you learn from other systems within and beyond your industry.

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