What is Visual IVR?
Visual IVR is 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 and prospects 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.
Pain
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) webpages, 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.
Visual IVR may be appropriate if...
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 organization would like to automate service provided to customers by implementing customer service flows that are accessible to the customer
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
Ways to use Visual IVR
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.
1-800 Number
Customers dialing your customer service hotline are provided the option to launch a digital interaction, on-demand and without needing to hang up
The Web
On the contact us webpage or strategically placed at other areas of your website, customers can contextually launch a Visual IVR interaction
Mobile App
Add support capabilities to your mobile app that extend far beyond what is available today rounding out the self-service story of the app
SMS or Text
A Visual IVR interaction can be initiated from an inbound text message. This capability is good to use for promotions
Help Me Choose
Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?
If you have...
Limited utilization of self-service resources – Customers are engaging your contact center in high volumes for support that could be automated in a self-service menu based approach
...You should consider
If you have...
The need to automate some or all of the role of a customer service representative through a conversational interface and process automation
...You should consider
If you have...
...You should consider
Limited utilization of self-service resources – Customers are engaging your contact center in high volumes for support that could be automated in a self-service menu based approach
The need to automate some or all of the role of a customer service representative through a conversational interface and process automation
Many deployments consist of a mix of these approaches. Contact us for a solution overview and to help “right-fit” a solution for you.
Results
Visual IVR is used by tens of thousands of customers on a daily basis at global organizations of all sizes. Visual IVR will deliver:
Over 10% improvement in self-service
3x adoption of self-service solutions
Fully deployed in weeks with ROI in months
