IVR Testing Strategies to Transform Your CX

1. IVR Testing Strategies to Transform Your CX By Sensiple © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

2. A good IVR is necessary to render a seamless customer experience (CX). Customers generally call to make a complaint or to request assistance. Most cases of customer dissatisfaction and ire happen during this stage. A common misconception in the industry is that the agents are directly responsible for customer dissatisfaction. However in reality, it has been proven that the lack of robust IVR testing measures is what mostly contributes to customer displeasure. With the holiday season around the corner, the primary objective of every contact center business is to meet customer requirements and queries swiftly. We explore the top IVR Testing strategies that transform your customer experience (CX). Did you know? Equipping your business with an AI-based chatbot can improve your customer experience by 75%! ● IVR Test Automation Regular testing of the IVR system is the key to enhancing its performance. Automating the IVR test systems eliminates risks & errors. It also minimizes the need for creating functional tests every time the IVR system is updated. Incorporating test automation into the IVR system enables the team to create load tests, performance tests, and regression tests and run them automatically. Test automation also alerts the users when an issue arises and facilitates quick resolution by the team. IVR test automation results in a faster and more efficient IVR system, which in return enhances customer experience. Post-pandemic, robotic process automation solutions have occupied the center stage globally! ● Understanding Customers’ Perspective Imagine getting into a call to complain about a product or service, and having to click-through various options before connecting with an agent. Even the most © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

3. saint-like customers tend to get irked when held up and forced to pass through innumerous steps to speak with the agent. A complex IVR setup intensifies the mild dissatisfaction customers feel about their issues and so contact center agents often have to bear the brunt of the rage of impatient customers. But if we look at the situation from the customers’ perspective , we can understand that their anger is justified. IVR testing enables the team to identify the problems that customers face while connecting with an agent. Through rigorous testing and improvements, contact centers can certainly achieve higher customer satisfaction. ● Internal Improvements In a contact center, agents and technology are the backbones of enhancing customer experience. Equipping the agents with the necessary tools helps in improving the customer experience (CX). Optimizing the capabilities of your internal IT teams can make everyday operations easy for your agents and in turn help them serve your customers better. The IT team must integrate with the agents’ team to understand the flaws in the IVR system and make customer-focused enhancements. Keeping the customers at the core of the business helps in remodelling the service delivery that gives a higher ROI. IVR systems have become an integral part of customer relationships and experience. Leveraging IVR testing strategies helps in understanding the perspective of customers and tuning the IVR system. Sensiple offers cloud-based contact center solutions to accelerate your internal activities. © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple