Even though it has just been five minutes, you feel like you have been on your phone for a long time. Your customers do not have time to wait or waste. Clients want their inquiries or issues resolved as soon as possible when they call. It is often nearly impossible to keep up with high call volumes without some help, and that’s where Visual IVR software comes in.
Traditional Interactive Voice Response (IVR) technology has played an essential role in the contact center for decades. However, it was not without its faults. As the AI revolution gathers pace and the customer service landscape shifts towards digital solutions and an omnichannel approach, Visual IVR is also evolving.
Visual IVR is here to help make an interactive visual journey for customers. Its modern incarnation, Visual IVR, will resolve many issues that held previous versions back. It cuts costs, ensures human agents are deployed more efficiently, & allows customers to self-serve 24 hours a day, seven days a week. It does so while also contributing to a more holistic customer service system that encourages channel shifts and emphasizes the importance of an excellent customer experience.
What is a Visual IVR (Interactive Voice Response)?
⦿ A phone system feature known as Visual IVR (visual Interactive Voice Response) enables customers or staff members to communicate with a computer system using voice or touch-tone dialing.
⦿ With Visual Interactive Voice Response, you may conduct basic conversations with your callers without going through an actual operator and wasting their and your agent’s time.
⦿ With Visual Interactive Voice Response, you may conduct basic conversations with your callers without going through an actual operator and wasting their and your agent’s time.
⦿ Visual IVR Software Solution is a technology enabling phone systems to route calls based on spoken word responses and touch-tone input. Callers are sorted and grouped with options on automated menus connecting inbound callers to live contact center agents.
What is the Significant of Visual IVR in the Contact Center?
⦿ In the past, contact centers used operators to manually route and connect incoming calls. Visual IVR systems enable users to navigate an automated call routing system.
⦿ They do away with the traditional switchboard operator and provide a single point of contact for each customer’s call.
⦿ The IVR system can automatically assist, direct, and redirect conversations based on user reactions.
⦿ Customers can be guided via the IVR through several menus & options to the appropriate department.
⦿ When they do ultimately communicate with a human voice, it will be someone qualified to address their issues.
Benefits of Visual IVR in Contact Centers
The visual IVR system is a visual display of your IVR menu options on the caller’s phone screen. Users dialing from their mobile phone via your toll-free number, website, or mobile application can primarily be provided with a Visual IVR. But the capabilities of Visual IVR go well beyond simply decreasing customer annoyance. Here are a few major benefits of having a Visual Interactive Voice Response system in call centers.
1. Enhanced Perception of the Brand Itself
The experience offered to customers is crucial to building a good brand image. Visual IVR enters the picture when clients attempt to communicate their problems with the company for the first time. Making the procedure simple and entertaining for the customers through interactive voice response aids in creating a strong and professional image.
2. More Remarkable Improvements in Contact Center Metrics
Contact center metrics have improved due to the introduction of Visual Interactive Voice Response technology. These metrics cover a wide range of information, such as average handle time, answer time, first-call resolution rates, and call abandonment rates. Visual IVR has aided contact centers in improving key metrics.
3. Providing a Personalized Experience to the Customer
IVR offers a “self-service” setup where, even though a computer points a client in the right direction, the user feels he has at least partially contributed to solving the issue. An improved brand-customer relationship results from this individualized experience.
4. Cost Savings Potential for IVR Systems
You should think about implementing IVR solutions if you want to reduce operational costs for your company. An IVR typically costs less than $1 for each contact, saving more than 80% compared to telephone-based customer care, which can cost up to $12 per contact.
How do (Visual) IVR Systems Work to Help Contact Centers And Improve Customer Experience?
Essential visual IVR solutions are pretty helpful in reducing the number of times calls are placed on wait, often needing lower personnel. Modern systems can provide customers with a significantly better experience. Let’s see how Visual IVR has always been at the forefront of easing agents’ workflows and streamlining call center operations.
1. Ensures Self-Service Options
The most noticeable issue over IVR communication is too many complex menus that not only increase call resolution rate but also lead to inconvenience in the experience of your customers. As compared to IVR, visual IVR saves on active call time and ensures self-service options to customers through digital IVR menus. This self-service approach offers them clear visibility of options for more accurate responses.
2. Ensures Omnichannel Support
Since customers prefer their smartphones, tablets, and desktops to reach their brand to ask any queries or address any issues. The core capabilities of Visual IVR enable companies to embrace the benefits of omnichannel customer engagement. Through Visual IVR, customers can access Visual IVR at their own pace easily. Moreover, this self-service IVR process improves call resolution and positively impacts the time to make outbound calls.
3. Enhances Data Security
According to GetVoIP, over 95% of Americans have mobile devices, and interacting with brands needs to feel secure. In the IVR process, customers are reluctant to reveal their sensitive information loudly and thus dicey about security. Visual IVR allows customers to load their data in a secure manner. To enhance the security level, Visual IVR also deploys encryption.
Challenges of IVR & How Visual IVR managed those Challenges:
1. High Abandonment Rate
A high abandonment rate is problematic for all organizations. This means that users are dropping out of the customer service system rather than being self-serving or waiting to be sent to a human agent. This can be disastrous for an organization’s reputation and may result in customers switching to competitors. The importance of low abandonment rates and excellent customer service is emphasized by the recent findings that 96% of consumers believe customer service determines the extent of their loyalty to a brand.
To overcome this issue, Visual IVR has helped in the following ways:
⦿ Visual IVR’s comprehensive analytics allow you to identify when and where callers are abandoning. Some abandonment is to be expected. Some users won’t interact with IVR systems or may be distracted while on the phone, but visual IVR helps you isolate those that occur out of frustration.
⦿ You can change Visual IVR menus and scripts quickly and easily, so your organization can respond to current events and shifting circumstances. This reduces abandonment by ensuring callers receive the necessary menu options and information.
⦿ It can push callers towards channels and resources they would never otherwise find, increasing the number of self-serve customers. This reduces the number of calls agents have to handle & lowers wait times. Long wait times contribute to customer frustration, considerably impacting your abandonment rate.
2. Poor Call Containment
The percentage of clients who resolve their issues utilizing self-serve technologies is measured by call containment. In other words, it refers to the number of calls that are answered without needing a live agent. If your call containment rate is low, your IVR system isn’t doing one of its essential tasks: automating self-serve for high-volume inquiries.
⦿ Visual IVR significantly increases the technology’s self-serve capability by enabling broader integration with other self-service channels. Users of IVR systems can access chatbots, online manuals, and FAQs. They can send helpful URL links directly to clients’ cell phones using Phone to Mobile Web services. Read more to know how chatbot does wonders to business in enhancing CX like never before.
⦿ Additionally, visual IVR enables a broader range of self-serve transactions compared to conventional systems. For example, customers can pay bills and file service-related complaints
3. High Transfer Rates
This frustrates the caller, wastes valuable agent time, and increases the customer’s wait time. A whopping 72% of consumers view having to talk to multiple agents as constituting poor customer service.
Visual IVR helps prevent this in two ways.
⦿ First, it offers you a simple and speedy method of changing problematic menu prompts, which often cause mis-navigation and result in the customer being transferred.
⦿ Second, it can better identify the right human agent for the call and ensure the customer is routed directly to them. This is particularly important if you’re covering complex service areas that require your contact center agents to specialize and focus on their expertise. There’s no benefit to having expert agents in your contact center if you don’t have an IVR system to connect them to the callers who need them.
| Explore how customer service can increase business revenue. |
4. Insufficient Caller Information
71% of consumers feel frustrated when a shopping experience is impersonal. We all know how annoying customers find it when they are asked to re-enter personal details or re-explain their problem several times.
On the other side of things, a lack of customer information is just as frustrating for agents fielding calls. Ideally, they want the customer’s history and recent customer service interactions on their screen before the caller is connected.
⦿ The solution is a visual IVR system that incorporates caller authentication technology. Correctly identifying a customer allows you to provide superior service, routes them through IVR more effectively, and ensures they successfully self-serve more often.
⦿ Accurate customer identification will sometimes enable you to employ a proactive messaging strategy that involves communicating essential and relevant information to a customer without navigating the IVR system.
Conclusion:
In conclusion, Visual Interactive Voice Response is a great tool that helps reduce the overall human effort through phone systems. With this technology, companies and organizations can handle higher volumes of calls, reduce costs, and improve the overall customer experience and satisfaction levels! A Visual IVR will offer you a quicker, more effortless customer experience. It will seamlessly blend into your website as an Interactive Assistant Widget so your customer can smoothly move between your web & voice channels. Consider adding a Visual IVR for your company to enhance the customer experience and make your agents’ workflows much less stressful.
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Himanshu Suri
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