How often have you ended up selecting a wrong option in an IVR system? Indeed, don’t all IVR options even sound the same from time to time? It’s probably fair to say that we have all landed up in loops, switching between various IVR options and never really finding the right one that describes our problem.
While most companies look to enhance their IVR systems through technology or sophisticated design, they fail to take care of a simple aspect—customer-friendly language.
Companies often design their IVR systems with an internal focus—resulting in company-specific jargon in the IVR script. This makes the system complex for customers who cannot relate to the terminology. Hence, customers end up in misrouted calls leading to frustration and increased effort.
How do you ensure your IVR system says what you customers understand? Well, you talk to your customers and find out how they define the issues they call you up for.
Intuit did just that when it realized that 40% of its customers often ended up in misrouted calls.
To fix the problem, the company used a phased, live-testing approach that allowed Intuit to make tweaks to the script as often as needed. Intuit achieved a 41% increase in routing effectiveness, saving an estimated $230,000.
CCC Members: Learn about Intuit’s phased approach to incorporating customer feedback in a more detailed summary here. You can also listen to CCC’s presentation of the Intuit case by accessing the full Webinar replay here.
Related CCC Resources:
- Building an Effective IVR Resource Center
- Building an Effective IVR: Summary of Key Insights
- Design an Easy-to-Use IVR
- Top 10 IVR Mistakes
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on September 21, 2011
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[...] a lot about the IVR lately …a “by the numbers” look at the IVR customer experience, tips on using customer feedback to script the IVR, and more. One thing we haven’t discussed, however, is an IVR-related topic that is sure to [...]