Self-service or full service - IVR deployment strategies
Most of us have seen the signs at the gas station. Asking us, as customers, if we want the full service treatment or the self-service treatment, i.e. do it yourself. Service design is a model to define services that feel like full service, even if they are self-service systems.
IVR’s are no longer only about self-service but a tool to improve the full service experience. But they need to be developed correctly. They need to be developed with both your organizations benefits and your customers’ experience in mind.
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