EXAMPLE IVR Experience Audit Results

ABC Car Insurance

All information and results on this page are for example purposes only!

  • The IVR experience audit is a rigorous method of analysing the components of IVR experience. It highlights what is working well and what can be improved with a high degree of accuracy
  • Crucially this is done from the customer point of view, when we audit we take on the role of the customer and live the experience from their perspective
  • The experience audit is a set of questions, each scoring between 0 and 5, split into 6 sections which experience tells us are the key components of delivering an outstanding IVR experience that works for the business and the customer

You have an engagement gap of 34%

Language

Language

Language used is easy to understand but writing style does at times sound formal and could be shortened to enhance the experience

The words you use should be clear, natural and mean the same to your customers as they do to you

Structure

Structure

Positioning of some information comes across as being a deliberate blocker to callers trying to get through and these messages should take account of wider customer journey from the web or the app

A good structure is easy to navigate and makes it easy for callers to  either reach the right place first time’ and delivers the right information at the right time

Quality

Quality

The sound quality varies quite noticeably at times during the journey and this makes it harder for customers to interact with the options naturally

If audio quality is poor it causes stress for callers and increases frustration and the increases the chance of choosing the wrong option.

Brand

Brand

Key pillars of the brand tone of voice are not demonstrated effectively, the experience is about deflecting calls not ‘make happy’ customers

A brand is the emotional and psychological relationship between you and your customers. Getting this right adds to that relationship, getting it wrong damages it so the IVR must be fully brand aligned

Voice

Voice

The pace of recording varies during the journey, in some cases it is too fast and this creates  stress for the caller

All aspects of the voice such as gender, accent, pace, pitch and tone have an impact on perception of your brand and they IVR audio needs to be fully aligned

Experience

Experience

Overall the IVR doesn’t add value to your the relationship with your customers and may make a problem situation worse in some cases

The IVR experience and new skills routing will  combine to create  a positive experience that  strengthens your relationship with callers

Current IVR Recording Example only!


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