We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.
Related: Tips for a Successful IVR Deployment
Contact centers carry the burden of assuring a positive experience for your customers. Shouldn’t you protect it?
When IVR technologies fail, the damage is widespread
- 64% of consumers start their customer service journey on a company’s website. When that doesn’t work, 32% pick up the phone.
- 60% of customers are already frustrated before they reach a customer service representative.
- When Americans have a customer service experience, they tell 15 people about it on average. If they have a positive experience, they’ll still tell 11 people.
- 47% of customers will take their business elsewhere within a day of experiencing poor customer service if the competitor’s prices are comparable.
- Remember: Recruiting new customers costs 5 times more than retaining existing ones. Clearly, it’s in your best interest to make your customer service processes as streamlined as possible.
Testing and monitoring your IVR
Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected.
White Paper: The Future of IVR Customer Service Assurance
Don’t put CX at risk. Learn how by contacting Empirix.
PS – Attending 2019 ConvergeOne Sales Conference in Atlanta next week? Join us for Safeguarding Customer Experience, a session with Kurt Dahlstrand, Solution Architect, or visit us in Booth #506.
Taming CX Disruption with Automated, Collaborative Testing