Input from a company’s own customers is invaluable (in fact, critical) in finalizing effective menu wording and call flow. Focus groups help to evaluate general issues of system acceptance, use and potential confusion, and, when properly designed, can point toward corrective actions to overcome customer errors in a system already in place, or when minor improvements or new applications are contemplated.
While IVR focus groups may seem at first glance like traditional focus groups, there are significant differences. The IVR Doctors use a custom design and unique, proven methodology to enable unbiased, individual experience with your system and menus to be the basis for group discussion, avoiding ‘bandwagon effect’ behavior taking over and resulting in homogenized and less useful output.
In addition, the entire group’s attention will be directed to specific menu wording, wording alternatives, or both, to fine tune final production menus or mature system menus to revise poorly performing applications or call flows.
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Key deliverables
The IVR Doctors will facilitate an in-person feedback session on the day after
the groups and present results, analysis, and specific menu, script and
call flow recommendations to your team.
This will allow you to get back to planning and implementation promptly.
Our Rx Pad: IVR Focus Groups
For more information, contact us:
ivr doctors
