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Adaptive IVR Blog

Securing Customer Experience in the IVR

Customer experience, as we all know it, is either good or bad – there are no gray areas when we need help and quickly formulate an impression of our experience. That’s why securing the customer experience (CX) is critical at the first touchpoint a customer has with you.

Bad CX, everyone has experienced it. You call a company and encounter an IVR. You may need to enter your customer information to take any next steps. If you can’t solve the problem on your own, a live agent picks up and asks you who you are all over again. You think, “Why did I waste time entering a 37-digit number or even bother trying to do this myself?” It’s enough to try the Dalai Lama’s patience.