Is the industry ready to adopt VISUAL IVR?
Are consumers ready?
“A brilliant way of dealing with one of the most frustrating service problems that a company has–’kludgy’ audio menus.” “The app recognizes that “contemporary customers are increasingly mobile,” and that “human beings respond more effectively to visual cues than audio ones.”Paul Greenberg, president of The 56 Group
“Visual IVR helps reduce the customer effort in achieving their goals quickly as they can navigate a menu to reach the right agent instead of having to listen to all the options. You want to do this for two reasons: 1) not meeting customer expectations is costly to your business 2) it improves customer satisfaction & loyalty and increases the wallet share over a lifetime of engagement with that customer.”Kate Legget, Principal Analyst, Forrester Research
When calling Customer Service would you rather Hear the menu choices or See them on your smart phone / tablet / computer?Kate Legget, Principal Analyst, Forrester Research
- I would rather See the options: 57.8%
- I would rather Hear the options: 42.2%