IVR Testing: Revolutionizing the Customer Journey Experience

Easy navigation. Quick resolution. Enhanced satisfaction. That’s what people expect
when contacting or interacting with customer service channels nowadays. And that’s
exactly what Interactive Voice Response (IVR) testing helps multinational companies
to achieve.

Essentially, IVR testing identifies and resolves any issues or ‘blind spots’ in customer
call paths. By automating this process, it can prevent service outages, reduce costs
and guarantee the best customer experience. As well as benefitting the company
itself, IVR testing also revolutionises the journey for their customers.

From miscommunication and misinterpretation to misrouted calls and misplaced
messages, IVR testing ensures call quality and control, thus empowering and
delivering a faultless customer experience. In turn, this builds trust and loyalty,
enabling business success and growth.

Revolutionising The Customer Journey

How many times have you ended a call with your insurance or phone provider
because it’s taking too long to get your issue resolved? Have you ever found yourself
frustrated when an automated response system cannot accurately detect what
you’re saying? Perhaps the most important question of all, what is the knock-on
impact of this?

A poor customer journey results in frustration, dissatisfaction, and no resolution. IVR
testing addresses these issues by simulating calls to detect audio issues, call line
errors or system outages. As well as resolving these, it streamlines and speeds up
customer journeys, creating less steps and less stress during the process of getting
a person to the department or answer they are looking for. Faster resolution times
also reduce the number of abandoned or dropped calls, again enhancing the
customer journey.

Of course, IVR testing goes beyond the day-to-day with the ability to stress test
dynamic trees structures or check systems in advance of heightened activity – for
example, during holiday seasons. This ensures the capacity and capability is there,
preventing the chance of an outage blind spot.

Whether you’re a payment services firm which needs to be able to field calls across
various markets about suspicious transactions or a pharma company which requires
continuously available phone lines during clinical drug trials, empowering customer
communication and guaranteeing confidence is crucial.

Driving Business Success with IVR Testing

Often, the most successful companies are those who deliver exceptional customer
experience. That’s because satisfied customers return, purchase more goods or services, and spread the word. In other words, delivering a positive customer
experience and ensuring uptime across customer service channels can help to
generate more sales and revenue for a business.

This isn’t the only benefit of IVR testing. It can also save you the cost of a widescale
outage by detecting and resolving errors at an early stage. As a result, engineering
costs and time can also be minimised. Moreover, given that tests are logged, IVR
testing supports auditing and compliance for organisations. That’s not to mention
those sectors where unanswered customer calls could incur hefty fines.

For those companies that operate across multiple markets, or are planning to
expand into new locations, having coverage across multiple countries and languages
for IVR testing is hugely beneficial. Not only does it make the lives of both customers
and staff easier, but it also removes barriers and upholds customer experiences on a
global scale – thus enabling growth.

The reality is that technologies and IVR systems will continue to evolve. As will
customer expectations. However, it doesn’t matter how people communicate with
companies in five or 10 years’ time, customer experience will always determine
business success and needs to be underpinned by testing. Only then can your
organisation and your customers get the results they want.

Find out more about IVR testing by contacting the Klearcom team today.