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.
Head of CRM and Customer Channels, Lilach Altman, describes how one of Israel's largest credit card companies used Visual IVR to encourage digital interactions with customers. For Leumi Card, Visual IVR decreased call volume, increased customer loyalty, and provided an improved overall consumer experience.
Voice IVR’s have inherent limitations, and, let’s face it, your customers don’t love them. Endless menu trees, confusing options, poor voice recognition and limited ability to collect information (Just try entering an email address using touchtones…).
Visual IVR creates a a visual version of your voice IVR. Now your customers simply touch their way through your IVR, with the ability to enter complex data and easily go back and choose different options.
Jacada Intelligent Assistant, an interactive virtual agent, is a component of the digital customer journey provided by Visual IVR. Always available to intuitively assist your customers with their simple or complex customer service support and/or sales related needs. Natural language processing allows the Intelligent Assistant to understand the intent of the customer and guided flows make it transactional for effective and efficient service.
With Visual IVR, your customers can traverse across the different channels while keeping the context of their original intent, enabling seamless continuity from self-service to assisted service. Whether it’s web, mobile or voice engagement, Visual IVR is there when you need it.
Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Visual IVR implementations are showing adoption in excess of 60 percent! You can’t afford to ignore the trend.
Show your customer you care about them and value their business. Develop interactions within Visual IVR 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.
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.
Dear Customer, how likely are you to recommend our company/product/service to a friend or colleague? Substantially improve Net Promoter Score with Visual IVR. Customer reviews of voice IVR…well…are not good, Visual IVR is achieving a 98% satisfaction rating.