Visual IVR: Press 1 to Really Annoy Your Customers Before You Even Speak to Them

According to a study by New York University, only 15% of customers feel that they, as customers, receive any benefit whatsoever from IVR systems. That’s a whopping 85% who (presumably) feel it either has no effect or – more likely – a negative effect on their customer experience. Customers struggle to see benefits of IVR [...]