What is a Visual IVR?
One of the top sources of customer frustration is the lack of continuity and consistency experienced through different support channels. Between lengthy and confusing call trees, and repeating of information (“May I have your account number, again?”), it is little wonder that the IVR has become synonymous with poor customer service. In fact, your customers see the IVR as a gatekeeper.
IVR systems require a customer to wait patiently to hear each menu option, just in case "Press 5" is a better choice than "Press 1". IVR systems are also traditionally a routing mechanism, not a self service mechanism. While modern day IVR systems fare better with self service than in the past, they are still limited. Customers struggle with voice recognition on a IVR, and the ability to enter alphanumeric data on a IVR is severely limited.
Now, there’s a better way.Visual IVR is about successfully servicing the customer yet at the same time reducing inbound call volume. And for the calls that do come in, it’s about more effective routing and no repeating of information. It's a Visual IVR that provides self service capabilities on a mobile device.
You might think of it as a win-win-win: Reduced inbound call volume, shorter handle times and an improved customer experience.
Mobile Visual IVR
Jacada Visual IVR bridges the gap between self service and traditional customer service contact channels. It does this by allowing the customer to conveniently connect to a live agent without having to repeat information such as their name, account number, the nature of the call, or any other details needed to resolve their question. This results in significantly reduced call handle times. Visual IVR also allows the customer to see the current hold times or to schedule a call-back at a more convenient time.
Visual IVR enables business users to quickly create and offer rich self-service capabilities to users of smart phones and mobile devices. Visual IVR is the only mobile service platform that reduces in-bound call volume, reduces average handle time, and enables business agility through easy to use tools and rapid deployment processes.
Visual IVR easily bridges the gap between Mobile, Self Service and Customer Care, with seamless transfer to voice channels at any place within a self service interaction.
With mobile, customers can engage in a self-service session through an “app” that visually maps out the steps of your customer service process, starting with your IVR. It allows customers to visually guide themselves through the self-serve interaction and interact directly with the system to solve their problem, without the annoyance and limitations of traditional IVR systems. The mobile self-service interaction has full support for data entry and sophisticated self-service capabilities, including being able to proactively mine knowledge bases for information and retrieve/update customer information from underlying Line of Business applications. In short, mobile users now have access to everything they need to resolve a customer issue, without connecting to an agent.
For calls that do require agent assistance, however, the goal is to provide a seamless transition to the voice channel from the self-service channel. Creating this seamless transition requires connecting the mobile session with the agent session. This begins by giving customers information about current hold times and offering the option of scheduling a callback. Once the call is connected to the agent, all the steps traversed by the customer, as well as any data entered, is visible to the agent. By doing so, customers won’t have to repeat information. Even better, the underlying systems can be prepopulated (or data can be retrieved) with the customer information, adding a further benefit of reduced handle times.
How does a Visual IVR work?
How does a Visual IVR work? It is a multi-tier customer experience software suite, consisting of the Smartphone application used by the end consumer, a Development Environment for quickly building customer interactions, and the Server for managing the interaction and automating routines on the Agent Desktop.
The Visual IVR Smartphone Client application and SDK
Available as a native application or SDK for both iOS and Android, the client application provides the functionality necessary to guide a customer through a self-service interaction, including the ability to walk through troubleshooting call trees and connecting to, or requesting a call back from, a call center Agent.
While Jacada provides a native application ready-to-run, we realize that many organizations would like to integrate Visual IVR functionality into their existing smartphone applications. This is fully supported through our SDK, allowing your developers to easily extend their Smartphone apps with the Visual IVR functionality.
The Visual IVR Server
The Visual IVR server can be thought of as the “brains” behind the operation. The server manages the customer interaction, knowing which page to send back to the mobile device based on business rules that you have defined. These rules can extend from simple “if-then-else” style rules, to highly sophisticated decision trees. The Server is also able to interact with your Line of Business applications, pulling data and presenting this to the customer or using it within the rules evaluation. And perhaps most importantly, changes made to your server can be instantly reflected on the smartphone, bypassing a lengthy “app store” approval process. But don’t worry, changes can be managed through an approval process, versioned and even rolled back!
The Server is also responsible for gathering detailed analytics – so that you can know exactly how your customers are faring in their self service interaction. Where are they dropping off? Where are they taking too much time? With these detailed analytical reports, you can continually refine your interactions.
The Development EnvironmentVisual IVR’s rapid development and deployment is core to the platform. The speed and ease with which interactions can be developed or modified far outpaces anything in the market today. Customer service interactions are built using a graphical tool to build your interaction “through clicks, not code”.
Making changes to existing interactions happens instantaneously, with the updated interaction being available to your end user the moment they engage in a new self service session. Compare this to lengthy submission processes for App approval on certain platforms, and you’ll appreciate the benefit of instant deployment.
Telephony IntegrationToday, most self-service transactions break-down when the user is attempting to resolve a complicated issue. And when this happens, there is little to no continuity to your call center. With Visual IVR, self-service interactions are seamlessly bridged into full-service voice interactions, with all the data available to the agent. And with integration to your telephony system, Visual IVR can conveniently present options to your customer as to their preferred way of being reached to continue the transaction:
Benefits of Mobile IVR Guidance to your Customers
- Ability to engage in a self service interaction when they want to and where they want to
- Providing agent assistance at any point within the self service interaction
- No repeating of information when connected to an agent
Benefits to your Business
- Significantly reduced inbound call volume through increased self-service resolution
- Far lower interaction abandonment as customers are guided through the process
- Shorter Average Handle Times as a result of the agent having all the information already entered by the customer, and by automatically populating the agent desktop applications with the customer data
- Breaks the siloed channels and bridges from self service to customer care
- Powerful analytics for continuous interaction improvement
- More efficient call routing with smart routing technology
- Increased customer satisfaction
Visual IVR Features
The Visual IVR breaks down siloed communication channels by ensuring a seamless transition from the mobile to channel to a more traditional voice channel. All the data entered by the customer during the self service interaction is automatically displayed on the agent desktop, avoiding the need to “ask for the account number again”. Even better, underlying line of business applications can be automatically populated or staged with the relevant call data, resulting in significantly lower Average Handle Times.
Call back and Call Scheduling
With integration to your telephony system, the Visual IVR can conveniently present options to your customer as to their preferred way of being reached to continue the transaction. By displaying the current anticipated hold times the customer can choose to hold, or select a convenient “call me back” option. In the event of a call back, all the interaction data is retrieved for a seamless continuation of the call.
New Visual IVR self service interactions can be "hot deployed" in real-time; There is no need to deploy a new application to the app store and no need for your customers to download a new version of the application. This means you can quickly make changes to business rules or interactions and get them to customers, in minutes, not weeks. Of course, a workflow approval system is in place to ensure quality in the published interaction.
Publishing and Versioning
Visual IVR allows multiple authors to work on authoring self service interactions, with different permission levels for publishing, reviewing, and ultimately approving an interaction for “go live”. Utilizing a workflow system allows interactions to be tested in a production environment before being made available to your customers. Full versioning allows the system operator to quickly revert to a previous instance of an interaction. This well defined workflow process allows Business to work on call process design, but leaves IT with ultimate control of what gets pushed into production.
Auditing and Reporting
Visual IVR provides detailed level auditing and reporting. Your customer’s self service sessions can be recorded down to an individual field level. Additionally, sophisticated audit trail reporting will show how interactions are performing, where bottlenecks are occurring and provide insight into where interactions may be further optimized.
Graphical drag and drop Script Builder
Visual IVR interactions are created in an easy to use graphical tool, providing true drag and drop script building, allowing the Business to own and control script creation. Even complex back-end transactions can be invoked without knowledge of the underlying technical details. Your mobile self service interaction can be tested by running them on your device using our reference App. The author can interactively walk through their script, modify logic and make changes, all before moving to production, and without the need to involve IT or have technical knowledge.