That’s the mantra organizations are needing to contend with to remain viable. In a recent Gartner study, they asked 400 CEOs about their macro planning initiatives, and “Digital Disruption” was their second highest priority, losing out only to geopolitical risk (and even then, losing only by 1%)!
Underlining the same theme, a McKinsey study of 850 companies showed Digital Engagement of Customers as the number one priority, in both strategy and spending.
So the message is clear. Your customers have gone digital, and your organization needs to go digital or risk losing customers en masse to digitally capable competitors. Like we said, disrupt or die.
Supporting today’s digital consumer means offering digital engagement across multiple channels, personalizing the experience and offering seamless connectivity to assisted service when needed.
Which all may sound quite daunting. Fortunately the challenge is easily solvable, all with an ROI that will make your CFO happy.
Our mobile engagement solution lets you deliver a personalized and digital experience to your voice callers, enabling a better customer experience with improved self-service. Digital Mobile engagement transforms your Voice IVR into a digital experience, improving self-service by over 10% based on our implementations at Fortune 500 companies globally. And customers struggling with the digital session can seamlessly transition from the digital channel to the agent with full context resulting in significantly reduced handle times.
Jacada Visual IVR (Mobile Engagement) is not another mobile app. Instead, it provides digital engagement on your voice channel, pivoting callers into the digital channel, and leveraging your existing mobile app if you have one.
The Jacada Visual IVR (Mobile Engagement) solution is the only mobile engagement solution that is part of an integrated digital customer experience solution that spans all channels and includes web self-service, contact center agent automation and digital-enablement offerings. This comprehensive suite of digital customer experience solutions are powered by Jacada Interact, a powerful and easy to use interaction, UI and integration platform for creating engaging customer experiences across any channel and device type.
Jacada Mobile Engagement offers a single platform that provides multiple ways for a customer to engage on both the digital and assisted service channel.
Show your customer you care about them and value their business. Develop interactions that utilize personalized, customer specific content. Link to backend databases to show only the information that is most relevant.
Reuse your existing voice IVR scripts so you can be up and running in days. And for those looking to shorten call times even further, our business friendly authoring environment lets you create new self-service flows, using clicks, not code.
It’s no secret that voice calls are your most expensive customer service channel. Mobile Engagement lets you pivot those voice calls into a personalized digital self-service experience resulting in call reduction by at least 10%.
Calls are not only shorter, they also become a collaboration between the advisor and the customer. Share relevant documents with the customer during the call, push content such as links, images and documents and if needed, even help the customer fill out a form.
Jacada Mobile Engagement lets you merge your existing digital assets into a single convenient point of access for your voice callers. From integrated Virtual Agents to in-app messaging, Mobile Engagement ensures your customers adopt the digital assets you’ve already invested in.
Thanks to a massive reduction in call volume and shorter call times, A typical Mobile Engagement implementation has a ROI of less than a month. That’s what we call a serious ROI.
By pivoting an inbound call to a digital interaction, Jacada Visual IVR allows you to surface all of your digital assets, in a single location, to your voice callers. This dramatically increases the likelihood that your customer will adopt and use your various digital assets to effectively self-service their needs.