Customers are calling. Help Them!
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.
Companies & Customers Benefit from Visual IVR
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.