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		(
			() => {
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	Product

	Overview
	
		Take a tourGeneral overview of LiveAgent
			
				
			
	

	Product
	
		Help DeskOmnichannel customer service platform
		TicketingAdvanced ticketing system
		Live ChatFastest live chat on the market
	

	sub
	
		Social MediaAnswer your followers directly from LiveAgent
		Call CenterBuilt-in call center software
		Knowledge BaseProvide self-service options
	

	Use For
	
		Business SolutionsDifferent businesses, different solutions
		Industry SolutionsAdapt LiveAgent for your industry
		Use CasesOne product, multiple use case scenarios
	

	Integrations
	
		WordPress
		Prestashop
		Magento
		Shopify
		Mailchimp
		Pipedrive
		Slack
		More Integrations
	



Resources

	Learn
	
		AcademyBecome a customer service expert
		TemplatesCustomizable templates for every occasion
		WebinarsGuided LiveAgent walkthroughs
	

	sub
	
		BlogNews about customer service & LiveAgent
		GlossaryLearn customer service terminology
		DirectoryComprehensive help desk contact list
	

	sub
	
		Industry ResearchView the latest customer service stats
		Typing TestImprove your typing speed
		WordPress PluginBest WordPress Chat Plugins
	

	sub
	
		ChecklistsHow to handle your process
		Support PortalHow-to articles and guides
	

	Company
	
		About UsDiscover the team behind the product
		AwardsOur awards & accomplishments
		Why LiveAgentFind out why LiveAgent is right for you
	



Features
Pricing
					
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Expectations vs. reality

There is an apparent disconnect between what businesses and customers believe constitutes good customer service in call centers. Currently, only 19% of customers are satisfied with the service they receive from support contact centers. On the other hand, businesses believe they’re doing the best they can by employing IVR systems. They consider them sufficient for improving hold times, routing calls to appropriate agents, and improving the overall call center experience.

Even though there is a clear demand for IVR, as 24% of customers stated they would like to interact with a speech recognition system, it doesn’t necessarily improve the customer experience. Only 13% of customers say IVR creates a good experience, 21% say it has no impact, and 61% feel it ruins the customer experience.

So why do customers detest IVR so much? First, 63% of customers don’t like IVR because they are forced to listen to irrelevant options. Next, 54% of customers complain that it stops them from getting through to a live person, 46% state that the menus are too long, and 45% say they often have to repeat themselves.

Even though most customers aren’t in favor of IVR, there’s no need to get rid of it entirely. IVR menus can be optimized and improved according to customer feedback. For example, they can be shortened, list only the most relevant or popular routing options in order of importance, and utilize DTMF tones instead of speech recognition. IVR menus can also be programmed to provide callers with callback options.

Making small changes like this can improve the call center experience tremendously. For example, customers expect their phone calls to be answered between one minute and 90 seconds in most cases. If the wait is longer than that, they are likely to get frustrated and hang up as they generally want to go on about their day and don’t have time to wait on hold. 

You could easily resolve this issue with IVR, and customers would appreciate it. In fact, 75% of customers would like the option to be called back rather than wait in a queue.

Good call center customer service isn’t only about convenience. According to Accenture, 67% of churned customers stated that they would have stayed loyal to a business if they could resolve their customer service issues on the first interaction.

Customers often contact call centers believing that their problems will be resolved by the end of the call. Most customers associate first contact resolution with phones because they require less back and forth communication as there’s less room for error. Moreover, phone support enables the caller and agent to resolve the problem in real-time. However, this isn’t always possible, which disappoints customers and leads to churn.

#IVRExperience

Only

13%

of customers say IVR creates a good experience, while 21% say it has no impact on the experience.

Smallbiztrends

13%

#Callbacks

75%

of customers would like the option to be called back rather than wait in a queue.

TalkDesk

75%

#IVRExperience

63%

of customers don’t like IVR because they are forced to listen to irrelevant options. Others (54%) complained that it stops them from getting through to a live person, the menus are too long (46%), and 45% say they often have to repeat themselves.

Smallbiztrends

#IVRExperience
#CustomerExperience

61%

of consumers feel IVR ruins the customer experience.

Vonage

Meditator graf standing woman

#IVRExperience

24%

of customers stated they would like to interact with a speech recognition system.

TalkDesk

24%

#CallCenterSatisfaction

19%

of customers are satisfied with the service they receive from support contact centers.

TalkDesk

19%

#CallCenterAnswerTimes

In most cases, customers expect their phone calls to be answered between one minute and

90 sec

Jitbit

#FCR
#FirstInteraction

67%

of customers would have stayed with a company if that business had been able to resolve their customer service issues on the first interaction. Vonage
Meditator graf woman

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