Consumers Dissatisfied With Interactive Voice Response
Often, respondents reported being frustrated by interactive voice responses (IVRs) that replicated information already available on the website.An overwhelming majority of people begin the customer service journey with the aim to speak to a live agent, and will often circumvent automated phone and online systems in order to reach one, according to a survey of 1,321 American consumers conducted by Interactions and the Center for Research on the Information Society. Often, respondents reported being frustrated by interactive voice responses (IVRs) that replicated information already available on the website, and there was a perception among callers that robotic call system technology will be unable to resolve their problems. "One of the most surprising outcomes of the survey is the level of thought and planning that consumers feel they need to put into getting a question answered," Jane Price, vice president of marketing at Interactions, told eWEEK. "Consumers do their research and plan outreach paths that use multiple modes of communication just to get the service they are looking for. By investing this time and effort, they also become quite emotionally involved in a successful outcome." Price said Interactions has heard feedback about how consumers felt anxious and afraid when interacting with automated customer care support systems, hoping they wouldn't say the wrong words that would derail them reaching a timely resolution.
"We all understand the frustration of dealing with an inefficient IVR system, but when consumers feel like they need to circumvent that IVR system, it leads to frustration and anxiety, and corporations need to take action," she explained.