Visual IVR is a visual customer service aid available through any digital channel built to deflect calls away from busy contact centers and decrease average handle time (AHT) while improving customer satisfaction and increasing first call resolution (FCR).
After calling a business’ traditional IVR line, customers quickly and smoothly transition to digital self-service options:
According to research from Microsoft, 88% of customers expect brands to deliver self-service options for customer service. The study also found the phone & voice channel is by far the most preferred channel for customer service today (almost twice as preferred as live chat, the second most popular channel for US consumers).
Customers are — quite literally — calling for contact center managers to add digital self-service to the customer experience. Current voice-channel IVR isn’t satisfying customer self-service needs, but there is a modern alternative.
Callers are reaching out to get information as quickly as possible, but when volume spikes rapidly contact centers can take a long time to catch up. By deploying efficient self-service like Visual IVR, these call centers can catch up virtually instantly.
Today’s CX pioneers have leaned into online chatbots, rolled out social media customer service teams, and pushed channels like SMS and texting. Customers are still waiting on hold. Only 6% of customers cite online self-service features like chatbots as they’re preferred method of customer service, and things are even worse for social media and SMS. Just 4% said texting or social media were their preferred channel while 44% of customers in the US chose the voice channel. With calling customer service on the phone still 11 times as popular as channels like social media, bringing automation to voice channels stands out as the best first step for companies looking to add self-service.
Well integrated, easy to access digital self-service allows businesses to improve KPIs and realize impressive ROI. Solutions like Visual IVR that overlay on top of existing IVR allow today’s businesses to capitalize on improved voice-channel automation without losing profits to cumbersome implementation processes or sky-high maintenance fees.
Process automation like Zappix Customer Service RPA provides faster service for customers — enhancing CX and improving agent productivity. Automated digital self-service channels greatly reduce AHT (average handle time) per interaction and let agents focus on complex interactions where their expertise and human empathy create valuable relationships instead of being bogged down with tedious calls about simple solutions. These digitally-empowered agents make real connections with customers and have the energy and information necessary to provide premium customer service.