eGain Corporation: Legacy IVRs Fail to Deliver Good Experiences, Underscoring Need for Digitalization
SurveyMonkey research by eGain finds that consumers face roadblocks at every step of their journeys across IVR and agent-assisted customer service
SUNNYVALE, Calif., March 17, 2021 (GLOBE NEWSWIRE) eGain (NASDAQ: EGAN (http://www.nasdaq.com/symbol/egan)), the leading cloud platform for customer engagement automation, today announced the results of their survey on customer experiences with IVR systems. The central finding was that legacy IVRs frustrate customers due to long hold times and their inability to resolve queries. Most customers zero out to a human agent, and upon escalation, bear the burden of repeating context to the agent. Adding to their frustration are the inconsistent answers consumers get across touchpoints.
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which shows that the retail sector is particularly lagging behind in customer experience (CX) compared with the all industry benchmark. However, retailers have the ambition to improve their CX strategies and recognise that organisational change is essential to make improvements.
In 2020, most businesses experienced a shift in customer behaviour as consumers were forced online, regardless of their previous shopping habits, due to global lockdowns. As a result, retailers have experienced accelerated digital transformation, but their CX strategies have fallen behind.
“The so-called ‘retail apocalypse’ did not begin with the recent pandemic but was exacerbated by it. For over a decade, consumers have fled to e-commerce providers who deliver the digital options they prefer,” says Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics. “In 2021, traditional retailers need to step-up to the customer experience preferences of consumers or risk further extin
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