Best Practices – Customer Care – Improving the IVR Experience – Idaho Power – 2018
Focusing on the customer experience, Idaho Power introduced a major redesign of its IVR in 2016. Driven by the voice of the customer and guided by user experience testing, Idaho Power has presented customers with simplified menus, more options, clarity and consistency. System improvements have resulted in increased IVR containment, reduced internal transfers and few customer complaints.
