Visual IVR technology enables you to transition customers from the web to phone channel in a more personalised and efficient manner in call centres.
How Visual IVRs work
If you need to contact an organisation typically the first place you look now is their website.
Best practice would suggest that ideally, you help customers self-serve perhaps with some FAQs or How-to guides that can resolve the issue without the need to contact you.
But assuming the customer can’t find the answer then the next resort is to contact you.
So they find your phone number and end up in your IVR having to press 1 for this, press 2 for that until they find the right options.
With Visual IVR technology though, it’s an entirely different experience.
Visual IVR enables them to navigate to the right area of support on the website.
It’s essentially having the IVR online!
They can click your support number and then be presented with the same options as your phone channel IVR enabling them to navigate to the area they need before making the call.
Once they have identified the right area for support, when they click call they will be immediately placed into the right queue ready for the next available call centre agent.
But wait, there’s more!
Because your customer is online, you can also capture additional information from the customer and pass that through to a call centre agent and this provides a host of benefits.
Benefits of a Visual IVR
1. Reduced Call Times
As customers can navigate to the support area they need before the call, you will cut down substantially on the call times for your customers.
And as you can collate information from the customer prior to the call (e.g. a product serial number) your agents will spend less time on the call asking for information.
This, in turn, can have a reduction in costs for you.
2. Improved Self-service
As you are able to collate more information from the customer as they navigate through your Visual IVR, this can provide you with better information to help with self-service.
For example, if a customer had selected a fault with their product you can then ask for the model number and serial number.
The customer enters the details on the phone.
With this extra information, you could potentially identify an issue that relates to that specific model number or serial number and push them to the solution (e.g. hit the reset button).
Or if no solution is available this extra information can be pushed through to the contact centre to making logging a claim quicker.
3. Improved Customer Experience
Customers are already on your website so a Visual IVR makes the need to contact your business a lot easier:
- Rather than having to push buttons on your regular IVR, they can quickly select the area they need to talk to whilst on your site.
- They won’t have to repeat information twice as information can be passed through to the call centre agent.
- It’s a lot quicker for your customer.
4. Reduced Costs
Whether it’s through less talk time, more self-service or even the fact that your customer retention will be higher (because it’s easier to do business with you – Customer Effort Score) there are certainly some very strong ROI when you implement this technology.
In fact, many of the leading suppliers have some ROI calculators on their site where you can run the numbers.