Visual IVR for Retail


Begin calls in context, reduce cart abandonment, and allow customers to self-service their order status inquries


 





Begin Calls in Context


Why start the sales call from scratch when you can begin the sales call with the right context and guidance on the next best action?

Learning the customer's context beforehand can help direct agents’ next best actions and also open the opportunity for upsells and improvement of sales conversion.

When companies utilize Jacada Visual IVR, consumers who call can easily search for products using keywords, scanned bar codes, or item number and get product information and availability on their mobile device.

 

Reduce Cart Abandonment


More than 70% of carts are abandoned online.


Jacada Visual IVR allows you to offer a high-touch customer experience to close more high-value orders. Customer service agents can communicate while simultaneously sharing context and images.


This reduces low-value call handle time, freeing up time for meaningful conversations that add value to both your business and the caller.

The result... an improved and differentiated customer experience.


Personalized and Detailed Customer Experiences

As retailers adopt more online interaction methods for their customers, a significant number of calls are still generated related to “Where Is My Order” queries (or WISMO.)

Sure, a traditional IVR can request a numerical order number in order to look up information, but this simply results in customer frustration as order numbers are not memorable or conveniently available. This frustration leads to callers requesting to speak to an agent and the call starting all over from scratch… not an ideal customer experience!

Jacada Visual IVR enables a much more efficient and satisfactory caller experience by allowing the customer to provide easily accessible information such as email address and the ability to visually access order information that can lead to order status right down to the item level.

 

Visual IVR Case Study
 
 
 
 

Technology Retail Case Study

Learn what one of the world's largest brands achieved when they implemented Jacada Visual IVR.

View the Study

 

 

With Jacada Visual IVR you can expect REAL results, such as:

  • At least 12% call deflection

  • Reduction in Average Handle Time by as much as 75%

  • An ROI in weeks, not months

Learn more about Visual IVR for retail by speaking with one of our industry specialist.