Customer service is something that businesses always look forward to improving. For years, businesses answered customer phone calls with standard interactive voice response (IVR) systems. These systems forced customers to listen to lengthy menus, tap buttons, and wait for the right option.
At the same time, some companies have changed their optical character recognition (OCR) to a better system, a visual IVR solution. Visual IVR, on the other hand, is different from conventional IVR in that it displays menu options on customers’ smartphone screens as opposed to relying entirely on voice prompts.
What is a Visual IVR Solution and How is it Better?
A visual IVR solution is an enhanced counterpart of the traditional IVR system. Instead of asking customers to listen to a long automated message, it shows the menu on a screen. Within the on-screen menu, customers can tap their selections rather than pressing buttons on a phone or speaking commands.
The most significant benefit of visual IVR is that it minimizes waiting time. Typically, in a visual IVR solution, if a customer wants to reach the right department, they have to go through several menus before they reach it.
A visual IVR can also help them see all options at once and make quicker decisions. This has also resulted in a lesser amount of misdirected calls, which encourages businesses to provide a higher quality of service.
Customer Experience: VISUAL IVR
When a customer calls a business, they need fast and painless solutions. A classical IVR system makes them wait (for long recordings) before they can get some work done. Visual IVR puts them in charge of the process, which is how it addresses this issue.
Visual IVR gives customers self-service functionality to perform transactions and schedule appointments without having to speak with a representative. This is particularly handy for those who do not want to talk on the phone or those who live or work in a noisy environment.
Because customers can easily tap their selections, they feel less frustrated and find the assistance they require in a shorter amount of time.
How Visual IVR Saves Money for Businesses
One of the major benefits leading to replacing conventional IVR with visual IVR is the reduced cost. Livelink understands that it can be expensive to handle customer calls with live agents, but most traditional IVR systems do not help at all to reduce the call volume. IVRs have been the main source of SOT for Customer Service.
Visual IVR lowers these costs because a greater percentage of the customers can leverage self-service successfully. When customers can find answers on their own, companies require fewer agents to answer calls. This will result in reduced staffing costs and efficient resource management.
For instance, fewer call transfers save a business money. In old IVR, customers select the wrong menu option, leading to extra call shuffles from one department to another. Visual IVR allows customers to visualize all the options and pick the right one the first time around. This saves call time and increases efficiency.
Why Use Visual IVR for More Business Efficiency
When it comes to business, being efficient is key. The quicker a company can help its customers, the better the service will be. Conventional IVR systems delay the process as customers have to listen to menus and press buttons step by step. If they err, they must begin again. This results in a significant waste of time and resources.
Visual IVR solves these issues. When customers view options on a screen, they can make decisions more quickly and accurately. That’s fewer mistakes, fewer unnecessary transfers, and shorter call times. It is good for businesses as their agents can work on more complicated issues rather than solving common queries that visual IVR can resolve.
Another major benefit of visual IVR is that it can do telemetry with other digital channels. Customers can begin their service request in the IVR and seamlessly transition to a live chat, email, or even video call, as appropriate. This dynamic allows organizations to offer assistance in various forms, allowing for a higher level of customer satisfaction.
Why Clients Choose Visual IVR Rather Than The Old-Style IVR
People are used to interacting with touchscreens on their smartphones, tablets, and computers. Compared to a traditional IVR system, it seems like a relic from the previous century. Many customers hate lengthy menus or punching in buttons over and over when they can just swipe through options on screens instead.
Visual IVR eliminates human error as well. For example, if the call is a voice-based IVR system, there is always the possibility of the customer mishearing an option or pressing the wrong button. That only adds to their frustration if they have to repeat the process. People can see everything, so there is less chance of error in a visual IVR.
The third reason why customers love visual IVR is its multitasking capability. Instead of holding the phone up to their ear and listening for voice prompts, they can tap through options while doing other daily tasks. Visual IVR is a much better experience for users because of this comparison.
Visual IVR: The Benefits for Different Industries
Visual IVR is being adopted across different industries as it provides better service and enhances efficiency.
- In banking: Check your balance, transfer money, pay a bill, all without talking to an agent.
- In healthcare: Patients can make appointments, request prescription renewals, and view test results with ease.
- In utilities: Customers can report outages, check bills, and establish payment plans.
- In travel: Customers can change flights, check in online, and receive trip details without waiting on hold.
Every vertical of a company can save on call volumes, enhance customer satisfaction, and accelerate its services through visual IVR.
Things Businesses Should Know Before Switching to Visual IVR
Visual IVR does offer many benefits, but businesses need to prepare adequately before implementing it. They have to make sure that the system is user-friendly, integrates well with the existing technology, and offers a seamless customer experience. Businesses will also need to train employees so they know how to navigate the new system.
While visual IVR minimizes reliance on live agents, there will always be customers who require human interaction. Visual IVR significantly helps declutter and keep agents free from typical requests, preparing them to deal with intricate issues.
Customer education is another important factor. Visual IVR may not initially be known to everyone; therefore, companies should give clear instructions. A simple guide on their webpage or a short video in the IVR menu can help customers transition easily.
Conclusion
While the traditional IVR system has been very useful so far, it is simply incapable of serving the needs of the modern customer. Repetitive menus, long wait times, and confusing prompts create frustration. This is why businesses are moving away from these outdated systems and using visual IVR solutions to promote customer satisfaction.
A visual IVR system allows customers to view and select options on their screens, leading to faster and more efficient processing. For companies, this translates into lower costs, enhanced efficiency, and happier customers. As technology improves, more companies are moving to visual IVR to gain a competitive advantage and foster customer satisfaction.
FAQs
- Is Visual IVR Applicable to Small Businesses?
Yes, visual IVR enhances the customer service experience for small businesses.
- Does visual IVR eliminate the need for customer service agents?
No, while visual IVR reduces call volume, there are complex issues that still require live agents.
- Are end-users able to reach visual IVR on any device?
Yes, visual IVR works on smartphones, tablets, and even computers, making it accessible to most users.
