Visual IVR what consumers think

When Asked:

When calling Customer Service would you rather Hear the menu choices or See them on your smart phone/tablet/computer?


Visual IVR consumers graph


Source: Customer Service See or Hear Consumer Survey



And More:

  • In a typical month, 88% of people have at least one interaction with customer service.
  • 81% of consumers prefer to speak to a live agent, but dislike IVRs and long hold times. Consumers are most frustrated with IVRs when they need to repeat all their information.
  • 47% of Consumers’ perception is positively affected when several connectivity options are provided.
Visual IVR survey interaction
  • 30% of consumers agree to be “on hold” less than 2 minutes before hanging up.
  • 33% if consumers are frustrated when the IVR has no option relevant to their problem.
  • 76% of consumers notice a level of technology a company’s customer service center uses to interact with them.
Visual IVR survey hold time

Source: Customer Service Experiences Survey

We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used, and to tailor advertising. You can read more about our cookie use here in our Privacy Policy. By continuing to use this site you are giving us your consent to do this.