Customers voice frustration
Polish consumers feel very frustrated by traditional types of self-service telephone systems, such as touchtone interactive voice response systems (IVRs), and would prefer to use sophisticated, less time-consuming types of self-service, according a survey by Genesys Telecommunications Laboratories.
Seventy-five percent of respondents said they are annoyed by the amount of time it takes to listen to all of the options on a touchtone IVRs, even after they have pressed in their choices. Sixty-four percent of consumers admitted that they feel confused when presented with too many options.
"Results of the Genesys study show that poorly organized automated systems can significantly increase customer frustration," said Patrick Pray, Genesys' regional manager for Central and Eastern Europe. "Companies must look for alternative ways to improve consumer satisfaction, especially considering 25 percent of customers are likely to stop using an organization if the computerized telephone answering system is difficult to use."
Seventy-eight percent of respondents stated they would prefer to just say their account details or the service they need to a speech-enabled system instead of having to press numbers on the phone keypad.
Firms that are looking for a cost-effective solution to increase customer satisfaction might profit from turning to speech-recognition systems as almost 70 percent of people questioned found this form of customer service satisfying.
Katarzyna Dębek
Seventy-five percent of respondents said they are annoyed by the amount of time it takes to listen to all of the options on a touchtone IVRs, even after they have pressed in their choices. Sixty-four percent of consumers admitted that they feel confused when presented with too many options.
"Results of the Genesys study show that poorly organized automated systems can significantly increase customer frustration," said Patrick Pray, Genesys' regional manager for Central and Eastern Europe. "Companies must look for alternative ways to improve consumer satisfaction, especially considering 25 percent of customers are likely to stop using an organization if the computerized telephone answering system is difficult to use."
Seventy-eight percent of respondents stated they would prefer to just say their account details or the service they need to a speech-enabled system instead of having to press numbers on the phone keypad.
Firms that are looking for a cost-effective solution to increase customer satisfaction might profit from turning to speech-recognition systems as almost 70 percent of people questioned found this form of customer service satisfying.
Katarzyna Dębek
