Legacy IVRs Fail to Deliver Good Experiences, Underscoring Need for Digitalization
March 17 2021 - 6:30AM
eGain (NASDAQ: EGAN), the leading cloud platform for customer
engagement automation, today announced the results of their survey
on customer experiences with IVR systems. The central finding was
that legacy IVRs frustrate customers due to long hold times and
their inability to resolve queries. Most customers “zero” out to a
human agent, and upon escalation, bear the burden of repeating
context to the agent. Adding to their frustration are the
inconsistent answers consumers get across touchpoints.
Focused on the US market, the survey was conducted in February
and March 2021. The results were compiled from 500 respondents who
had used smartphones to call businesses or government agencies for
customer service in the last 12 months.
Key findings
- 88% said that the IVRs were not intelligent enough, with 38%
saying they were unintelligent or somewhat
unintelligent
- 60% zeroed out to a human operator very often
or often, and an additional 26% somewhat
often
- 67% wrestled with the IVR for 5 minutes or longer, 41% for 15
minutes or longer, before trying to get to an agent
- 70% waited for 5 minutes or longer to get the human agent on
the phone upon escalation, 43% for 15 minutes or longer
- A whopping 73% had to repeat information they had already
entered at the IVR to the human agent
- 44% said they got different answers from different
touchpoints
- And more
Most IVRs have no connectivity with digital channels, missing a
big opportunity to deflect smartphone callers to digital
self-service. Moreover, making changes to IVR business logic
requires IT involvement. “Companies cannot simply throw away their
legacy IVR systems, given the large investments they have made in
them,” said Ashu Roy, eGain CEO. To add to the problem, they have
very little insight into the customer experience their IVR banks
are delivering.
eGain SmartIVR™ is an over-the-top solution to modernize IVR
systems, making it easy to deflect smartphone callers to digital
self-service or agent-assisted messaging, powered by AI and
knowledge guidance. Business users can change IVR logic in a snap
and optimize the IVR experience with end-to-end analytics. “Our
clients,” said Ashu Roy, “are quickly digitalizing their IVRs,
deflecting over 30% of customer calls to digital service in just
days after deployment.”
More informationReport of research findings:
https://hd.egain.com/ivr-customer-experience-report.pdfRelated
webinar with Sheila McGee-Smith, premier contact center analyst:
http://bit.ly/3rDQHr7eGain SmartIVR:
https://www.egain.com/smart-ivr/eGain Virtual Assistant:
https://www.egain.com/products/chatbot-virtual-assistant-software/eGain
Messaging Hub: https://www.egain.com/messaging-hub/eGain Suite:
https://hd.egain.com/overviews/egain-suite.pdfeGain Innovation in
30 Days™: https://www.egain.com/innovation-in-30-days/
About eGaineGain customer engagement platform
automates digital-first, omnichannel experiences across all touch
points. Powered by AI, machine learning, knowledge and analytics,
our top-rated software optimizes customer journeys with virtual
assistance, messaging hub and desktop to serve customers, reduce
cost and improve compliance. To learn more,
visit www.eGain.com.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
eGain media
contactMichael MessnerEmail:
press@egain.comPhone: 408 636 4514 |
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