Thursday, August 13, 2015
Poorly Designed IVR Ruins Customer Experience
If you were to survey people on any given street and ask them whether they preferred automated or personal customer service, the response would most likely show that people prefer talking to people. This is in large part due to the overabundance of poorly designed IVR systems with steely, condescending virtual receptionist voices and convoluted menus. It’s an experience common to most people in the modern world, and a frustrating one at that.