Due to the instant gratification mentality of modern customers, at least half of customers are no longer leaving voicemails. Customers do not believe their issues will be addressed in a timely manner and search for other ways to contact a business instead. This poses a problem for many businesses who do not offer 24/7 customer service. Whether the business is providing live or automated 24/7 customer service, they are still able to receive half of their customers who otherwise would have abandoned the call.
Not being readily available to address customer concerns has a direct impact on a company’s customer value optimization. Customers who are not satisfied with their customer service experience will limit their spending and their number of transactions with a company. Their negativity also has the potential to turn away new customers. These factors cause the revenue per customer to drop, and therefore, customer value optimization to deteriorate.
To keep costs as low as possible and still be able to answer customer calls 24/7, installing an automated customer service IVR is the ideal option for many companies who can address simple customer requests with an automated system. Requests such as checking their account information, learning the shipping status of their order, cancelling their account, etc. These common requests can all be handled through an automated IVR customer service system, which is good news for companies who want to constantly work on their customer value optimization.