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An insurer’s costly IVR wasn’t getting callers to the right agent. We designed a simpler solution, and saw an immediate 8-point jump in customer satisfaction

Sometimes, the most sophisticated tech on the market isn’t the right solution for your business.

At one of America’s largest insurance companies, an investment in an expensive, natural-language...

Topics: IVR Examples

By Nick Scaglione
July 20 2016

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We go online to find out what’s annoying customers about the IVRs they encounter – and look at how to fix those #IVRFAILs.

Airbnb and Uber may have ushered in a customer service revolution, but not everyone is on board. Plenty of organizations still behave appallingly towards their customers, especially when it comes to their interactive voice response...

Topics: IVR Examples

By Nick Scaglione
March 01 2016

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When you walk into your local pharmacy, you receive highly personal service. If you’re a regular, the staff might greet you by name, and if you have a repeat prescription they probably know what you want long before you even ask. But can you expect the same kind of tailored, proactive service when you call them?

Topics: IVR Examples

By Nick Scaglione
September 15 2015

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Tactical improvements to the IVR helps retail group give callers faster, smarter, and more engaging experiences

Topics: IVR Examples

By Nick Scaglione
September 15 2015

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New self-service IVR delivers huge dividends for Caribbean telecoms operator – and its customers

Topics: IVR Examples

By Nick Scaglione
June 30 2015

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