Your IVR

Well, perhaps it’s not quite as blunt as that. But the website could be easily titled “Your IVR Sucks dot com.” GetHuman lists more than 8,000 companies in 45 countries, according to their home page, highlighting ways to get around their IVR.

It lists, amongst other things, shortcuts and cheats to get through the IVR of these companies as quickly as possible. It’s been featured in Time, Consumer Reports, Money, and the Wall Street Journal, and has more than 27,000 likes on FaceBook.

And it’s all because your IVR sucks.

But this isn’t a blog that will prattle on about the reasons your IVR sucks, or how we can make your IVR suck less. The reason it sucks is simple—your IVR isn’t human. Never was, never will be. With that said, this blog will prattle on about leveraging your IVR to provide excellent, extraordinary, Facebook-posting, Tweet-worthy, Instagramtastic customer service by focusing on one thing: simplicity

Your IVR isn’t a replacement for a human. Any “contact center expert” who tells you that should be summarily shown the door. Your IVR is the first impression many of your customers will have of your organization—in some cases, it’s the ONLY impression they’ll have. There is a very short list of things it should do: 1.) It should quickly allow your customer to either do what they’re trying to do (get information, make a payment, activate something, buy something) or 2. Get them to a human who can help them with a smile on their face. That’s it—that’s the list.

Are There Any Humans Out There?

Obfuscating the path to a human is the default position of many IVRs. In fact many IVRs make it nigh on impossible to reach a human.

We once acquired a customer who’s IVR provided, to be brutal, an awful customer experience. Voice of the customer reviews were unanimous—one-half star out of 5, zero hearts, 10 sour lemons, five birds that do not fly (if you know what I mean). They didn’t care. Flat out told us “we know our customer experience sucks, and we want it to suck. Humans are more expensive than IVRs and for every customer that walks away because our IVR sucks, we can get 10 more with the savings of not having a human answering the phone.”

Needless to say, that project didn’t go well.

So what if your IVR doesn’t suck? What if your voice of the customer ratings are so good you have to wear sunglasses to read the review? Then you’re in a great position—but not infallible. Continual improvement requires, well, continual improvement. What doesn’t suck today could just as easily suck tomorrow. Look for opportunities to make it simpler. GetHuman is out there for a reason—don’t let your IVR be part of that reason.

If You’d Like Any Help With IVR Solutions Eckoh Can Help:

To find out more about support of legacy IVR solutions click here

To discuss any other IVR solutions, get in touch.

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Posted by eckoh at 1:39 PM on Jan 21, 2015


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