Increase Customer Satisfaction and Retain Existing Customers
| Business Issue | Speech Solution |
Providing quality customer care is a key factor in customer retention. | Speech-enabled systems offer self-service options that are enjoyable, easy to use, and provide a good overall experience for the customer. |
Customers perceive IVR systems as impersonal and uninviting. | Speech-enabled IVR systems create a more pleasant customer experience, and they can be personalized to reflect a company's brand. |
Limited access to personal account information can be frustrating for customers, who increasingly look for anytime, anywhere access to important data. | Speech-enabled systems allow customers to serve themselves, accessing information or applications from any device, at any time or place, thereby increasing their overall satisfaction with a company's services. |
Case Study
Customer satisfaction ratings were low for a major railway provider's touch-tone IVR system. Because of its navigation complexity, over 75 percent of callers were opting out of the system to speak with an agent. After implementing speech, the railway provider realized a 75 percent increase in customer satisfaction and discovered that over 70 percent of their customer calls were being handled by the speech service.
In a recent study, Giga Information Group reported that 50 percent of callers view speech recognition as an acceptable replacement for agents; in addition, companies who implemented speech recognition found that call abandon rates dropped to under 5 percent, indicating higher customer satisfaction.
