Customers don’t like using interactive voice response systems (IVRs) and instead prefer to speak with a live agent. So what should utilities do to meet their needs on this important channel? The E Source Review of North American Electric and Gas Company IVRs: 2016 can help. Our review provides industry-level and in-depth analyses on how well utilities are serving their residential customers via the IVR. This excerpt from our graphical e-book (PDF) shows key areas for improvement that will keep your customers satisfied and improve their perceptions of the IVR.
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