Integrating Phone Self-Service Into the Omnichannel Customer Experience
In a recent Ovum survey, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Customers are increasingly drawn to digital channels to find information but the phone remains a prominent way for resolutions to complex and urgent queries.
When surveyed about their frustrations with customer service, IVR was pinpointed as the biggest issue by 43% of customers. If you are running a contact center or care about your customer experience, you had better update your IVR.
In this white paper Ovum highlights:
Why enterprises need to upgrade and modernize their IVR
Best practices for optimizing IVR as part of an omnichannel support strategy
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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