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Industry Stats: Online Self-Service vs Phone-based IVR

How satisfied are your customers that use online/mobile self-service compared with those who used phone-based IVR?  We polled our community last week to ask this question, and the results are in.

Around 60% of those who responded to our Quick Poll said indicated that their customers were more satisfied with online self-service than traditional IVR based self-service.  About 20% felt the satisfaction level was the same.

We asked contact center leaders this same question earlier this year while conducting research sponsored by USAN.  361 contact center leaders responded to our survey on emerging channels and customer engagement.  Around 40% of those survey respondents said their customers were more satisfied with online self-service options versus phone-based IVR.  43% felt the satisfaction level was about the same.

Curious to know what other trends emerged from the research?  Survey participants answered a variety of questions pertaining to their activities and objectives around supporting customers in a multichannel environment.  You can download our complimentary whitepaper: 6 Best Practices for Optimizing Multichannel Support, or purchase the complete research report:Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide on our website.