When customers contact a business via phone, they expect an easy, efficient experience. However, a complicated intelligent voice recognition (IVR) system can quickly lead to frustration. Unclear menus, loops, and dead ends can quickly cause customers to type in random numbers, shout phrases like “Representative!”, or worse, hang up the call before talking to anyone.
The goal of the IVR is to quickly guide the customer to connect them to the right person to handle their call, but what happens when the IVR fails? Can the contact center solution show where the customer left the IVR?
Some IVR tools allow the inclusion of trackpoints. Like a code trace, a trackpoint is used to map out the customer journey through the IVR. Should the customer abandon the call before being routed to a live representative, the final trackpoint would indicate the location in the IVR from where the customer dropped.
A report that displays abandoned calls from the IVR can provide the last trackpoint location. Supervisors can use the report data to understand where the customer was in the IVR when they hung up. Identifying the point of failure in the IVR can help the business make appropriate changes to their call flows.
Poorly designed IVRs lead to abandoned calls. Abandoned calls mean missed opportunities, which can result in lost revenue and customers. Using trackpoint reporting is a simple way to understand and improve the customer journey.
To learn more about how to improve the customer IVR experience, download the white paper Mobilizing the Customer Experience.