What your IVR doesn't want you to know

What your IVR doesn't want you to know The not-so-hidden cost of traditional interactive voice response systems. Your weakest channel-phone-is also the most used: $41 billion LOST DUE TO POOR PHONE CUSTOMER EXPERIENCES IN THE LAST YEAR. Why? Because of the economics of error. 85% ..That's a lower satisfaction score than Even though phone has a satisfaction every other main channel score of just OF CUSTOMERS USE 44% THE PHONE FOR CUSTOMER CARE PHONE SOCIAL MOBILE CHAT 44% 48% 53% 73% "Can you repeat that?" Ress Press 2 No wonder And only 87% 16% of consumers say that IVRS believe IVRS have any are difficult to use. value to the customer. Nearly 87% of consumers would probably or definitely avoid giving future business to a company with a poor automated telephone service system. Traditional speech IVRS create a big disconnect with customers. With traditional speech IVRS, customer service calls become a game of telephone. Almost half of what customers say creates speech recognition problems.* HIGH CONFIDENCE OF ERROR OR HIGH PROBABILITY UNDERSTANDING FOR ERROR Everyday circumstances cause 52% 48% inaccuracy for traditional speech IVRS: • Background noise • Caller accents • Out-of-grammar responses • Unexpected responses *Average accuracy for comprehending response to open-ended "How can I help you?" prompt. Top complaints about traditional speech IVRS: ..And customers dissatisfied with an IVR 73% DIFFICULTY REACHING A LIVE AGENT experience are likely to complain to others: 35% 8% 63% SYSTEM CAN'T UNDERSTAND ME TELL FAMILY AND FRIENDS VENT ON SOCIAL MEDIA 61% DIFFICULT MENUS 58% NEED TO REPEAT INFORMATION eDigital, Customer Service Benchmark http://www.edigitalresearch.com/pdf/sample-benchmarks/Customer%20Service%20Benchmark%20March%202014.pdf NewVoiceMedia, Businesses Lose $41B from Bad Customer Service: Here's What to Do http://www.cmswire.com/cms/customer-experience/businesses-lose-41b-from-bad-customer-service-heres-what-to-do-024104.php Interactions, Holding the Line http://hub.interactions.net/h/i/12033216-holding-the-line Interactions, Hanging on the Telephone http://hub.interactions.net/h/i/12033210-hanging-on-the-telephone Interactions, Broadening the Conversation http://hub.interactions.net/h/i/13423679-whitepaper-broadening-the-conversation There is a better way. Visit www.interactions.net to learn how Adaptive-UnderstandingTM technology overcomes the limitations of traditional speech recognition. interactions