The majority of calls handled by contact centers originate from cellphones, and more than two-thirds of US cell phone users own smartphones. If scanning a screen is much quicker than listening to call trees, we may turn the existing Interactive Voice Response (IVR) system into a visual interface and afford your connected customers the power, capabilities and flexibility of an IVR in significantly less time?
Improved customer experience, reduced Average Handle Time (AHT), IVR call avoidance, frequent zero-outs and lower call transfers can result from extending the existing IVR tree to a visual display of granular options that customers can easily navigate from anywhere, anytime and from any device. Listening to multiple and confusing options, pressing a digit that may or may not direct the caller to the correct department, repeating information and waiting on the line for the next available representative – is becoming customizable.
Customer’s Perception of Current IVR Technology
When researching consumer attitudes towards IVR systems, one study found that 83 percent of responders perceived IVRs as having limited benefit to the customer. This finding reflects a potential challenge with traditional IVR systems – the constant trade-off between usability and functionality results in cumbersome, time-consuming and infuriating user interfaces.
Overcoming the Challenge: Visual IVR
The Visual IVR is a visual display of the existing IVR tree, personalized with real time customer data and easily accessible by customers anytime, anywhere and from any device. A native app is not required in order to access the Visual IVR in this case. The user dials a regular phone number and receives a text message with a Visual IVR access link. In addition, the user can access the Visual IVR from the company’s website or by launching a mobile app with Visual IVR embedded within.
Paying a bill, editing information, scheduling a service, entering complex data, solving routine problems, configuring a product and many more actions can be performed in the Visual IVR by the customer without having to wait on the line, repeat information, and in many cases independent of live agents.
Once in the Visual IVR, customers interact with a visual representation of multiple options that facilitate accurate routing, and enable quick navigation to solid, real-time solutions. Assuming the customer requests live assistance, the visible path taken and data entered in the Visual IVR are available to the agent, enabling a warm and seamless transition to the contact center.