Visual IVR | Turn Talk into Savings
Did you know?
60% of customers attempt to resolve their issues through self service …
… but only 20% are able to successfully resolve their issue.
This means the majority of your customers begin interacting with you online, but have to complete the interaction over the phone. If the information they’ve given you isn’t passed from one channel to the next, you’ll waste time re-collecting it.
This makes for frustrated customers, longer calls, longer wait times & a sub-par customer experience.
A visual element added into your existing IVR. Troubleshooting, support & general service becomes significantly easier.
What is Visual IVR?
Benefits of Visual IVR
By incorporating a visual element into your existing IVR, your company will make troubleshooting, support & general service significantly easier. In short, you’ll be delivering a better customer experience and creating happier, more loyal customers.
Visual IVR reduces the average call time by 3 minutes, it collects identification info before the caller is connected to a live agent.
Deliver more personalized interactions
Shorter call times
Reduce agent AHT
Improved call routing
More conversion, cross sell & retention opportunities
Increased business agility
Increased customer loyalty
Fewer incoming phone calls
Common Uses for Visual IVR
Use VIVR to collect alphanumeric data, integrate with a smart device’s phone or GPS and embed existing multi-media content.
Bill explanation, outage/gas leak reporting, budget billing, direct pay, meter reading, find nearest payment office
Loan application status, dispute a charge, report stolen card, manage international travel, consultative call types, find a branch
Technical support, plan upgrades, make a claim, bill explanation, international roaming, find nearest store, upsell warranty, offers
Item inquiry, new order, upsell while on hold, store locator, stock check, configure products, automated RMA
Property & Insurance
Bill explanation, accident assistance, policy renewal
Travel-related notifications & re-booking, Sales/upsell
Fraud prevention, Shipping updates/cargo tracking
Past due bills & payment processing
Subscriptions & Transactions
Subscription renewal, Transaction confirmation
Appointment reminders, confirmations, scheduling
Past due accounts, payment processing
How Does Visual IVR Work?
Incorporate Visual IVR right into your existing website to make self service easier and more effective. Your customers can verify their identity and indicate why they are calling. In some cases, they will be able to solve their own problem or answer their own question. If not, they’ll be connected to a live agent. Our intelligent VIVR system will pass all the info they’ve already entered to the live agent they speak with so they don’t have to spend their time repeating themselves.
Visual IVR gets your customers to the info they’re looking for quickly. There’s no app that has to be installed and no waiting for the best menu option. Users can touch their way through the selections, enter alphanumeric info and even send in pictures to help convey their message. They can easily navigate through the menu options, and can even move back a step if need be.