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"|
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.
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: