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.
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...
Engage your customer on the web or mobile channel and provide a convenient 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! Our Visual IVR solution will…
Offer visual self-service options for both web and calling customers to increase the likelihood they will attempt self-service
By providing an alternative to assisted-service through Visual IVR, customers are able to more successfully service their own needs, reducing the reliance on the contact center while also reducing the staffing and training needs of a contact center
Eliminate hold times by providing your customers with instant access to a personalized support or sales experience
If an agent or customer representative is needed, contextually transfer the customer to the agent with full visibility of the self-service interaction so authentication, intent discovery and others are not repeated numerous times
Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?
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.
Visual IVR is used by tens of thousands of customers on a daily basis at global organizations of all sizes. Visual IVR will deliver: