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Jacada Blog

IVRInvestmentDollarsPilingUpThink Visual IVR:

With over 1 billion and growing smartphones users worldwide, audio is gradually being dropped in favor of communication channels that enable users to leverage their sophisticated devices and multi-task while on the go. Visual IVR caters to this growing need by providing a visually guided menu interface to your IVR system. Users simply launch a mobile app or webpage and click their way from menu to solution.

ROI-from-your-IVR You have invested in a team of experts to develop, build and run your IVR technology to achieve the best customer experience possible. Money was poured into hours of researching the most popular customer choices and queries and developing optimized decision trees. Now, you have your IVR up and running. Trouble is - your customers don’t like it. In fact, a recent study about customer’s perception of IVR systems unveiled two alarming statistics: 1 - 49% of interviewees regarded IVRs useless; 2 - 87% found IVRs difficult to use* 

From traditional IVR to Visual IVRWhat is Visual IVR:

Zeroing out, dead ends and call abandonment are common pains customers experience when interacting with IVR systems. If your customers are having trouble listening and navigating through multiple options and are forced to zero out and repeat information, your company is at risk of losing vital business.

The First Step to Visual IVRWhat are we afraid of?

We all realize the benefits of mobile customer service. Our customers are there and so should we be. It’s not enough anymore to just have a static web-like presence on just any app. It needs to be dynamic and current, with the ability to provide customers with accurate real-time information and advanced self service capabilities.  That’s true mobile customer service.

Press6 IVR aljudgeWhy don’t we like IVRs?

IVR and mobile are like water and oil, they simply don’t mix. Listening to lengthy call trees while constantly pulling the phone away from the ear to press the right number is tedious and time consuming. Poor voice quality and inadequate voice recognition only add to the frustration of customers when trying to listen to their desired option only to hit a dead end. 

ContactProfessionals logoBy: Guy Yair

The unprecedented growth in mobile device adoption has given rise to the mobile consumer. There should be little doubt that mobile will become the largest engagement channel in the near future. The mobile consumer is forcing your customer care organization to adopt a new customer support strategy that meets the real-time, on-demand nature of a mobile user.

Providing a rich mobile customer service support channel, however, is far from easy. It comes with unique challenges, from chasing different device types and operating platforms, to the complexity of adding yet another support channel. The good news is that a well-executed mobile self-service strategy delivers more than a good customer experience - it comes with a significant and tangible ROI.

To achieve that goal, three different, significant and measurable ROI metrics associated with mobile self-service need to be addressed:

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MultichannelLadiesby Julia Childress

The last decade was spent chasing the proverbial “360 degree” or comprehensive view of the customer. A shift is now underway where the consumer is driving the conversation, causing a need to deliver a 360 degree view of the company instead. That is, creating a consistent customer engagement across all communication channels, including voice, web, mobile, social and point-of-sale. This blog post explores how organizations can adopt a 360 degree view of the company and project a single, unified customer experience across all communication channels.

The 360 Degree View of the Customer

Companies have long struggled to form a single view of their customers in order to try to understand who their customers are and what their preferences are. To achieve this, companies have taken a couple of different technology approaches. One approach is basically a massive data (re) normalization effort that tends to be very costly, time consuming and has high failure rates. The other approach involves “surface integration” technology; while it is a bit more tactical, this approach is generally faster to implement at a lower cost and lower risk, but does not necessarily reduce the overall portfolio of IT applications.

From Call Center Times December 18, 2012
by Karnail Jita, Pre-sales Consultant at Jacada

KarnailJitaThe 1980’s saw the introduction and subsequent explosion of voice-based call centers such that today, there’s no organization without a small army of agents taking calls from customers. Voice interaction moved into electronic interaction with email, web self-service, chat, and the dreaded IVR. But very recently another channel has established itself: mobile devices. This makes the potential interaction with a call center to move on a tremendously large scale from voice to mobile self-service.

Has this happened overnight? Not at all. Will smartphone service replace voice channels? In the short to medium term, probably not. Traditional customer service through phone and email will remain because mobile isn’t for everyone – some don’t have a smartphone or prefer the comfort of talking immediately to a human agent.

iPhone wUpwardChart 200pxMobile is Here to Stay

Hardware prices have fallen due to decreased manufacturing costs of electronic parts while a fiercely competitive telecom market has forced service providers to bring out cheap data plans. On the whole, buying and maintaining a mobile (especially an app based, web connected, smart phone) is now much cheaper than it was even three years back. Back in Dec 2010, 31% of people in the United States owned smart phones, by Dec. 2011 that number was approaching 50%.

Fotolia 43485574 SEvery once in a while, a technology evolution occurs that is disruptive. It fundamentally changes the way business is conducted and how consumers interact, while spawning an entire new ecosystem. One such technology evolution is the rise of the smartphone and mobile devices. Today our mobile phone or tablet is our “go-to” device for everything from making calls and surfing the web to emailing. In fact, for the first time, mobile app usage (measured in minutes) has exceeded that of traditional web browsing.