As many reports have shown, customers frequently gravitate toward online tools and other self-service channels when they need an issue resolved. But the fact of the matter is, call volume will not drop significantly any time soon. Though most people may prefer other channels, customers will still call, often because those other tools didn’t provide the answer they needed.
When they do call, companies must be ready to handle them well or they risk hurting customer loyalty.
Download this Frost & Sullivan executive summary to learn how you can deliver seamless, personalized experience through IVR, and how it can be integrated with other channels to create an excellent omnichannel experience.
Frost & Sullivan Executive Summary: When Your Customers Call, and They Will, Will Your IVR be Ready?
Customer Contact Week | 12/15/2015