Can IVR Destroy The Customer Experience?

We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system:

“Welcome to XYZ Corporation. Para Español oprima numero dos….”

Okay, so we know we are not talking to a real person, but we are still optimistic that with a simple yes or no and a couple of pokes of the keypad, we will get the information or support we need. And sometimes it works exactly as intended. However, according to J.D. Power and Associates, a good IVR experience is the exception, not the rule.

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