Many organizations have invested (or are investing) a great deal of time and resources developing various digital self-service tools for their customers. These digital self-service tools include a comprehensive website, Frequently Asked Questions (FAQs) webages, Mobile Apps, support forums among many others. All of these tools are designed with the intent that the customer will utilize them to self-service their needs.
However, making these resources available to your customers does not guarantee your customers will use them. In fact, we typically find that adoption of these resources can always stand to be improved. This is particularly the case when it comes to customer service.
When customers visit your website, if adequate and tailored support is not easily found and readily available, most customers will default to calling a contact center. That is the case for those customers who first attempt self-service when service is needed. Many customers still today automatically default to calling a contact center, forgoing any attempt to self-service.
The result for many organizations is a high volume of customers flooding the contact center when assistance is needed.
Your organization struggles with getting your customers to adopt and use the digital resources you have made available.
Your organization would like to provide customers with higher value options for self-servicing their support or sales related needs.
Your organization would like to eliminate hold times for customers and provide instant and contextual access to the appropriate help.
Your agents can’t keep par with the constant changes in (and additions to) products, services and price plans
Your organization would like to reduce the call or chat volume that is flowing into the contact center
Your organization would like to add a visual component to your existing IVR to more effectively provide self-service options for the customer
Engage customers on the web or mobile channels and provide a convenient and personalized self-service experience. It’s more than a visual representation of the existing IVR menu – Visual IVR provides a personalized experience with real time customer information and is easily accessible by customers from any mobile device or website…with or without an App!
A digital support platform that guides customers and prospects of an organization, both on the web and calling the contact center, to a menu driven web-based support experience. The technology seamlessly connects customers and prospects to self-service options and/or support resources and menu based flows that service their needs at the time customer service is needed. Customers utilizing Visual IVR have, at their fingertips, a visual menu tree to successfully self-service their customer care related needs – without the need to connect with an agent. If an agent is required at any point during the interaction, Visual IVR provides full connectivity and contextual transfer to an agent representative.
Customers dialing your customer service hotline are provided the option to launch a digital interaction, on-demand and without needing to hang up
On the contact us webpage or strategically placed at other areas of your website, customers can contextually launch a Visual IVR interaction
Add support capabilities to your mobile app that extend far beyond what is available today rounding out the self-service story of the app
A Visual IVR interaction can be initiated from an inbound text message. This capability is good to use for promotions
Jacada Visual IVR extends the IVR to more channels than just voice. Whether your customers are calling the IVR directly, engaging you on a website, or in a mobile App, Visual IVR is there to reduce your customer’s effort, improve self-service and shorten call times. Visual IVR provides a consistent interaction across all channels or touchpoints.
Phone and web self-service - – Provide your customers with a convenient and easy to use menu driven interface that is accessible when they call your contact center or visit your website. Seamlessly transition callers (while still on the phone) to a web-based support experience purpose build to address the needs of the caller while dramatically enhancing self-servicing capabilities..
Menu or flow driven support -Implement a self-service support experience for you customers that is purpose built to guide them through a defined flow to resolution. From recognition of the customers intent all the way through to resolution of their inquiry, these flows can be designed and implemented without the need to involve IT.
Contextual handoff to the agent -If at any point within the self-service interaction the customer would prefer to connect with an agent, regardless of channel you can provide the ability for contextual handoff. In other words, where your customer left off in the self-service journey is where your customer service representative will pick up.
Collaboration with the agent- Interactions with customer service representatives become so much more than only a conversation. Enable the ability (in real-time) to exchange documents, share links to support resources, chat and so much more digital collaboration capabilities that enhance assisted service.