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What is Visual IVR? And why should brands of all sectors embrace it?
15 March 2021
We’ve all heard of IVR – or interactive voice response – a telephony tool that’s been used in contact centres and customer services departments for decades. But what is visual IVR? And how has it come to be one of the latest must-have technologies in a CX leaders toolkit?
As the drive for digital self-service grows at a massive rate to meet consumer demand for instant answers and updates, traditional channels like telephony don’t always cut it (We talked about this in our previous blog on bridging the gap between digital and telephony).
So, what is Visual IVR, how does it work and how can it benefit your business? Let’s take a look…
What is Visual IVR?
Visual IVR allows users to interact with a brand’s contact centre via a visual web interface, using touch or click commands. It guides customers, sometimes who have already started their journey with a contact-centre, to a supportive, web-based experience.
Visual IVR can be used on desktop or mobile and is designed to provide targeted, personalised communication so customers get the answer they need, when they need it.
Customers can use Visual IVR to receive reminders for appointments, access terms and conditions and navigate a host of other information easily and visually, as well as complete forms by uploading photos, documents or location straight from their device. In addition, when a customer chooses Visual IVR during a phone call, all the information travels with them to the live agent. No more having to repeat all the information they’ve already provided and as a result reducing the average handling time for the contact agent.
What are the benefits of Visual IVR?
The benefits of Visual IVR are huge. Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a Net Promoter Score of 91 for ease of use, and increasing call containment by 75%.
It’s an incredibly easy-to-use piece of technology, but let’s have a look at some other typical benefits available to those embracing this technology…
Traditional IVR, with automated menus and virtual queueing, can leave customers feeling frustrated, but Visual IVR puts the power into their hands and allows them to take charge of their customer service needs on their own terms. Saving time, and resolving queries much quicker, to ultimately improve the customer experience.
Cost reduction is a significant benefit for many businesses using Visual IVR. With traditional phone call enquiries costing business as much as £4.27 per five minute call on average, it makes fiscal sense to try and guide some customers to self-serve.
Visual IVR can also make huge savings in other areas, such as medical appointment reminders. For one client we introduced Visual IVR so they could move from paper-based appointment reminders to digital reminders. As a result, they cut their £1.5m spend down to £300,000 – that’s a reduction of 80%!
Ease of use and information sharing
Another benefit of Visual IVR is that it allows much more information to be shared, and more easily. For example, if a resident wants to report a pothole to their local council, using Visual IVR they can upload a picture and its location. Not only does this make information access easier, but it results in more accurate information being processed and jobs actioned more efficiently.
Visual IVR is a powerful and easy to use piece of CX technology that dramatically improves the customer experience. It provides today’s modern caller with a new way of receiving the information they need, easily and quickly.
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