In today’s business scenario, keeping everything else constant, its customer experience (CX) that makes all the difference. But, how do we achieve an exceptional level of CX? The most important factor to consider for this is to look to improve customer engagement. Customers attribute good experience with great support. With changing times, the customers have also become more independent and look for self-service options rather than depend on human interactions.
Having Interactive Voice Response (IVR) technology to offer self-service for the do-it-yourself types have proved to be successful over the years. But, IVRs can’t be trusted blindly. They need to be optimized for better results.
Here is a list of things to keep in mind while optimizing your IVR system to improve customer experience: