subject: Why Interactive Voice Response Telephone Systems Are In Decline [print this page] Technological advances have made all aspects of commerce and industry more efficient, more reliable and more cost-effective. Yet there is one aspect of any business that seems to only suffer when too much technology is introduced, and unfortunately it is also one of the most important.
Good customer service is integral in attracting new custom as well as keeping current customers happy. As soon as service suffers, the decline in custom will be easily apparent. Which is why adding too much technology into this aspect of trade will often leave customers feeling cold.
Using Interactive Voice Response (IVR) systems to deal with call handling has led to much frustration and annoyance over the last few years. However, the impersonal nature of it and the frustrating lack of real customer service have led to a backlash against such systems as time has gone on and it has lost its novel appeal.
Its practical uses are obvious it enables a company of any size to be able to deal with more calls at a lower cost. But as people turn away from machine led call handling for real human interaction, its use may well be losing more customers than it is gaining.
Many companies are now using external telephone answering services to deal with high call volumes rather than attempting digital placation. Their effectiveness is especially useful for smaller companies who want to present a 24 hour appearance even if they haven't got one, and will even help companies appear larger than they are. The frustration that IVR systems often cause can be replaced by a coherent person that will save time for both the customer and the business.
Telephone answering services keep the customers happy while ensuring confusion for businesses is avoided. For once, it may be good news people are finally replacing robots.
Why Interactive Voice Response Telephone Systems Are In Decline
