Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so. As companies place an increased focus on delivering a superior customer experience, there is no shortage of technologies to assist them in achieving this goal. However, as the world rapidly moves to an omni-channel (or connected multi-channel) environment there is an inherent danger that these customer service technologies deepen the silos in which they operate, instead of offering a seamless customer experience.
With the advent of Visual IVR technology, many are left weighing the differences between Visual IVR and other mobile self-service solutions. In some instances, Visual IVR should be considered as a preferable alternate new means of servicing customers, and in other instances Visual IVR is highly complementary to these technologies.
[About the author] Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.