Ventana Research Analyst Perspectives

Interactions’ Virtual Assistant Provides Self-Service Innovation

Posted by Richard Snow on Dec 22, 2012 6:55:17 AM

Organizations have been struggling for years to find effective systems to support customer self-service. One of the most popular techniques has been to deploy an IVR system, but my research into customer experience management shows that nearly two-thirds (61%) of customers using IVR end up taking the option to speak to an agent, and the old saying “customers hate IVR” still prevails. The same research shows that web-based self-service is achieving similar low levels of success.

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Topics: Social Media, Customer Experience Management, Social CRM, Interactions, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM