Interactive voice response (IVR) technology allows a computer to interact with customers using voice and dual-tone multi-frequency (DTMF) tones via a keypad.
IVR can be invaluable to an organization, but the customer experience is crucial. Improving the customer experience means an enterprise can improve customer retention, improve customer satisfaction, and increase cross-selling and up-selling.
Download this eBook to learn ten factors that customers should expect and companies need to provide for a successful self-service IVR implementation. They include setting clear expectations, transferring callers correctly, remembering the customer, and respecting callers’ time.