How Does Visual Interactive Voice Response Work?

Visual interactive voice response (IVR) is a support platform which guides inbound callers to provide them with a web-based support experience. The IVR phone system personalizes the support journey for the customer that is waiting on the queue to receive answers to his or her query. The technology can seamlessly connect customers to self-service options or a support source that can resolve their problem or inquiry during the first contact.

Should organizations consider making investments in an IVR phone system when they have already invested in websites and even mobile apps? The answer to this question will vary from one institution to the other. This is because research is available to show that nearly 70% of all customers are still using telephones whenever they need assistance. Approximately 60% of the customers will attempt the option of self-service initially but there are high chances that only half the number may succeed. The individuals that fail at the self-service option will join the queue for contacting a call • center agent thereby increasing the phone traffic of the institution.

Organizations should be making an attempt to provide the customers that are trying to reach them over the phone the ability to seamlessly transition to a web-based support experience which is customized to address the needs of the caller. Having a visual interactive voice response system ensures that the customer is able to view and select what he or she wants simply by clicking on the screen of the handheld device that is being used. Visual IVR presents customers with a menu-driven interface of the IVR system being used by the organization which can be made available either on the website or the mobile app of the organization. Customers will be receiving an opportunity simply to click or touch their way through the IVR system without wasting time because they will not be required to listen to every option.

Organizations are generally worried about the costs they will have to invest in an IVR phone system as they may have already invested in other infrastructure. The management of the organization must consider the ease of implementing a visual interactive voice response system because it counts seamlessly be integrated into the existing infrastructure they have. They do not need to invest valuable resources to replace the infrastructure in their possession. The visual IVR will utilize the existing IVR scripts and giving customers an option of either using a conventional IVR which is already in place or the new visual IVR. One can comment with a degree of certainty that customers will opt to migrate to the new IVR phone system because it makes it easier for them to get answers to the queries they have faster.

Organizations need to understand they can benefit immensely if they decide to incorporate the visual interactive voice response system within their infrastructure. First of all, the visual IVR will reduce call volumes and handling times giving agents in the organization opportunities to provide better customer service. The display of an enhanced description of products can promote sales over the visual IVR because it has interactive visual content which is rich.

Customer experience is extremely important for any call center and the IVF phone system can optimize call center automation by upgrading the quality of the customer's journey to the mobile age. It can also enhance the value of the existing digital assets of the organization by the inclusion of a visual IVR platform.

Most importantly it provides organizations an opportunity to expedite resolutions on the first contact and enables customers to resolve any issues they have by using the self-service option. It can increase the digital engagement of the agent with the customer by providing an optimal customer experience at all times.