BY DYLON MILLS
Visual IVR is a support platform that guides inbound callers to a web-based support experience – personalizing the support journey for customers already on their way to the queue. This technology seamlessly connects customers to self-service options and/or a support resources that can solve their problem or address their inquiry at first contact.
Callers are provided with the option to opt-in to a Visual IVR session by pressing the corresponding number on their touchtone device. This initiates a text message containing a link to the disposable web-based support experience. No download or holding period is required to get started immediately. In addition to this, customers are also able to initiate a Visual IVR session by clicking or tapping the link on the organizations website or mobile app.
Many fail to see the true value of the product and assume their internally developed website or mobile app is “good enough.” However, despite investments in these technologies, a significant portion of your customers – 70% according to our research – are still utilizing the phone channel for assistance when needed. Around 60% of customers will first attempt self-service and generally only half are able to self-service successfully. The ones that are not successful at self-service end up at your contact center with the others that prefer to call.
Why is Visual IVR better at servicing the customer?
Well first off, Visual IVR is specifically designed with customer service in mind. Second, the solution pays for itself and continues to save you money by the immediate decrease in contact center call volume. Finally, it can be implemented very quickly (sometimes in as little as weeks) – generally always faster than it can be developed and implemented by existing internal mobile app and website teams – if this is even an option to begin with.
What do I mean by “designed for customer service?” Similar to today’s voice or touchtone IVR that is solely responsible for routing you to the appropriate agent with limited self-service capabilities, Visual IVR is designed to route the customer to existing knowledgebases or self-help tools.
A very basic example of this could be a scenario such as the following – I need to schedule an appointment with my doctor. In the past I have always started this process by calling the doctor’s office. This time I am presented with the option to opt-in to Visual IVR. Once in Visual IVR, I enter my name to find my record, select schedule an appointment, cross reference available times displayed on the screen with availability on my calendar and tap to select the time that works for me. I then describe the reason for the appointment noting a dull pain in my neck. Once I click submit, I am presented with information on causes and treatment for neck pain. This entire interaction which once required holding for an available front office clerk was completed in a matter of minutes and I received additional value immediately.
One of the main drivers for organizations investments in digital is the value that comes when your customers are able to self-service. The investment is fairly significant to staff and train an “always on” call center. With ~70% of your customers utilizing the voice channel, despite existing digital investments, its time organizations do something to reduce this expense. Only Visual IVR is capable of pivoting customers – coming to you through the voice channel – to a digital web-based support experience that is capable of providing a means for your customers to effectively self-service.
Finally, speaking to the ease of implementation, this solution has a track record of the ability to be implemented in weeks. Obviously, the time for implementation depends on the complexity and amount of use cases. One of the largest global technology vendors, who will remain anonymous for strategic reasons, was able to roll it out in just under two months to achieve an ROI three and a half months later with annual savings amounting to an average of $1.1M.