Visual IVR Is Emerging as a Key Digital Transformation Solution in 2021
The COVID-19 pandemic rapidly accelerated digital transformation in every industry last year. The importance of robust self-service solutions, agile integrations, digital access, and modernizing cumbersome systems became abundantly clear when employees moved to work from home and as consumers have continued to demand fast, easy to use customer service. Many organizations have identified Visual IVR as a key step in the Digital Transformation process, delivering digital solutions and self-service to every step of the customer journey and helping business leaders accelerate their transformation time tables.
Over the past few years Visual IVR has proven itself as a modern solution helping improve customer experience and accelerate digital transformation at every level of the customer journey: before the call, before callers reach live agents, and during live agent interactions. By leaning into the advantages of Visual IVR solutions like its speed to deployment and easy API connectivity, many businesses have begun to escape the weight of legacy slowing down digital growth during COVID-19.
“Visual IVR has proven itself as a modern solution helping improve customer experience and accelerate digital transformation at every level of the customer journey”
Digital Transformation For The Entire Customer Journey
Visual IVR benefits every step of the customer service journey. The most beneficial impact of Visual IVR has proven to be deflecting callers before they reach a live agent. Sitting on top of traditional voice IVR systems, Visual IVR delivers rich, visual self-service to customers with common use cases, leaving agents available to handle more complex, empathy-driven interactions where their human skills and expertise provide the most value. Most customers still rely on calling customer service numbers when they need help. By meeting customers where they are and delivering digital self-service through the channel they use most often, businesses can drive digital transformation smoothly and organically for their customers.
Visual IVR deflects 20-35% of contact center inbound call volumes away from agents, containing callers with intuitive self-service options. 25-40% of callers opt-in to Visual IVR self-service when they are presented. With impressive containment rates over 80%, a well designed and implemented Visual IVR solution helps businesses enjoy great savings while improving their customers’ experiences.
“Sitting on top of traditional voice IVR systems, Visual IVR delivers rich, visual self-service to customers with common use cases.”
Agents benefit during customer service calls as well. Many live customer service interactions require agents to gather long, cumbersome, or difficult to spell information from callers like names, ID numbers, etc. By sending callers a Visual IVR smart form during a call, agents can gather information faster and reduce human error from copying down information incorrectly. Visual IVR helps agents gather the information they’re looking for faster than a traditional voice call, but also opens up new possibilities.
Visual IVR unlocks every feature of smartphones, letting callers easily upload photos or videos as well. Secure payment bot solutions mean payment information can be safely collected as well, a task that has complicated many interactions as agents have shifted to work-from-home scenarios where their processes might not comply with regulatory requirements.
Visual IVR’s Digital Transformation Alleviates the Weight of Legacy
For decades, businesses have seen their technology stacks growing with greater and greater speed. Many now feel a web of technologies creating slow-moving projects even as they work to accelerate their digital transformation plans. Visual IVR solutions alleviate the tension between old technology and new digital transformation by bridging the gap between the two worlds.
Zappix Visual IVR uses the power of the robust, drag-and-drop Zappix Studio to let even non-technical employees build and publish rich, engaging web-apps within days, a process that would take months work and tens of thousands of dollars to accomplish with traditional native apps and a full development team. The speed of launching Visual IVR projects provides a massive boon to businesses working to implement digital transformation as fast as possible. While other digital transformation projects get off the ground, businesses can already have Visual IVR up and running, taking the first step towards total digital transformation.
Straightforward, easy to connect API technology makes connecting Visual IVR to in-house, complex systems like databases or custom-built processes faster and less cumbersome too. Visual IVR doesn’t require a complete customer service contact center overhaul — simply a single new voice IVR prompt and an API connection between Visual IVR smart forms and business’ relevant backend system. IT projects are simple, straightforward, and fast with Visual IVR.
Visual IVR Is A Proven First Step
As businesses around the world focus on delivering high quality digital solutions as quickly as possible, Visual IVR should be most of their first steps towards digital transformation. Quick and easy to design, launch and implement, Visual IVR solutions meet customers where they are, delivering the self-service interactions they want through the channels they use most often. Visual IVR has clearly established itself as critical to digital transformation in 2021 and beyond, providing self-service to every step of the customer journey and helping business leaders accelerate their transformation time tables.