Cyara Blog

Is Your Auto Attendant Driving Away Potential Customers?

A recent research report by Daniel Harris, Market Research Associate, Software Advice , surveying small and mid-sized businesses shows that a poorly designed customer experience using an auto attendant can drive away potential customers. Specifically, the report provides information on how customers respond to poorly designed auto attendants and best practices for designing a great customer experience. The report’s findings and recommendations also apply to your overall customer experience strategy. It is a follow-up to Software Advice’s recent report on IVRs, which was summarized in a Cyara blog post.

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Is Your IVR Driving Away Potential Customers?

A recent research report by Daniel Harris, Market Research Associate, Software Advice, shows that while IVRs are central to communications in modern customer engagement centers, they are also a major pain point for customers. Specifically, a poorly designed IVR can significantly impact a company’s bottom line. In fact, a well-known study from Purdue University showed that 63% of customers reported that they would take their business elsewhere after a bad IVR experience.

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