A World Leading fortune 50 Software Technology Company Recently Launched Jacada Visual IVR - This is how their customers responded:
"Awesome, I love this.""Keep doing this. Much faster than buttons on phone mode. ""Thank you for improving your service""This is a very cool system, thank you for making my day easier!""This is so much better than by telephone. Thank you!!!!" "This is way better and easier than following up with a phone call thanks"
Better Routing, Less Zero-Outs
Because customers love navigating through a Visual IVR session, they are more apt to provide information and select the correct menu options. By utilizing this information, Visual IVR can route the call to the right agent, as customers choose to transfer from self to assisted channels as a part of their Omnichannel user experience. This also reduces the number of ‘zero-outs’ due to customers getting frustrated with the IVR tree.
By building sophisticated self-service flows in our graphical designer you can try resolve customer issues all within the Visual IVR session, reducing the number of calls coming in to your agents.
Reduced Call Times
Collecting important call information before connecting the caller to the agent dramatically cuts down on call handle time. In fact, we guarantee a minimum of 60 seconds! In addition, collaborative features enable the contact center advisor to share files, links and images with the customer, which shortens the resolution time and the entire call even further. This adds up to a lot of savings and happier customers.
Take a percentage of your phone calls and convert them into lower cost self-service interactions using Visual IVR, while maintaining happy and loyal customers.
Research shows that on average, loyal customers are worth up to 10 times as much as their first purchase and that following a negative customer experience, 58% of Americans will never use that company again.
Scary isn’t it? Visual IVR addressees the challenge:
Your customers will feel empowered. The digital experience will enrich their self- service experience and most likely, they will be able to resolve their issue.
Still, they will not feel abandoned as they can connect with your agent at any point. Once the connection is made, the experience becomes even more impactful as the agent is equipped with the full history and context of the interaction and the call can pick up where the self-service interaction left off.
Less inbound call volume, Shorter AHT and higher FCR for the company. Innovative service, Increase self-service and control for the customer, accompanies by higher satisfaction rate.
The Customer Experience
A typical Visual IVR implementation has a ROI of less than a month. That’s what we call a serious ROI. Calculate your own ROI using our handy ROI calculator.