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ESSENTIAL COMPONENTS OF A CUSTOMER FRIENDLY IVR.pdf


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Introduction
Self Service is the one of the greatest tool for customer service yet a lot many
customers don’t like speaking to an IVR! A majority of them wouldn’t want to get in
touch with you at all if they know they will be greeted by the IVR. In fact, many of
them think that it provides no value at all. The reasons could be many – the system
takes too long to respond, calls get disconnected and above all, customers are
unable to find the right option.
Despite these snags, the IVR has the potential to become the best channel of
delivering excellent customer experience. Organizations just need to develop a
system that is user friendly, intuitive and quick. They need to improvise their
infrastructure to serve the customer better. Here are some of the chief components of
a customer friendly IVR that organizations must know and implement.