Top Ways To Improve Phone Self-Service Experiences

Few firms want to invest in improving phone self-service. But consumers use automated phone systems regularly and are deeply dissatisfied with what they experience. Our research uncovered four techniques that customer experience professionals can use to improve both performance and satisfaction of their interactive voice response (IVR) systems. For example, systems can identify callers and customize the experience to the likely reasons for the calls. No matter what methods customer experience professionals employ, they should measure the quality of the phone self-service experience and balance both performance and quality metrics as they make improvements.