I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your mind. But are you able to remember a good customer experience, or even a great one? Perhaps it was in a store. Or maybe something as simple as an online purchase. Whatever it was, great customer experiences seem to stand out more than bad ones. And sadly, because those over-the-top-genuinely-want-to-help experiences are few and far between.
User Experience (UX) Design is intended to develop clear, efficient, user-friendly interactions between customers and businesses through a variety of applications. It is more than just recording prompts for your IVR with a voice that “sounds good” or designing a call flow that gets the customer where they need to go. An effective communication interface is intuitive. It is efficient, saving customers’ time and keeping their frustration levels down. A connection is made that is clear and easy to understand, giving the customer a positive experience.