Email marketers, here’s something to think
about when directing customers towards your firm’s interactive voice response (IVR) experience: 88% say an IVR they encountered was not intelligent and 38% that it was unintelligent or somewhat
so, according to a study by eGain.
Moreover, 60% have tried to zero out to a call center agent very often, and 26% somewhat frequently.
But even that
wasn’t easy: 67% wrestled with an IVR to get an answer for five minutes or more, and 41% did so for 15 minutes or more. And 70% waited for five minutes or longer after zeroing out to get a live
agent, and 43% for over 15 minutes.
Having to repeat context is a universal pain point among generations:
- Silent Gen
— 70%
- Gen Z — 68.4%
- Millennials — 71%
- Gen Xers — 75.5%
- Baby
Boomers — 74.8%
eGain received 500 responses from people who made a call with a smart phone and had one or more interactions with an IVR.