Zappix Industry Insights
What Is Visual IVR?
The best way to bring digital transformation to customer experience
What is Visual IVR?
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:

Visual IVR
Call (617) 858-8449
or
How Does Visual IVR Benefit Customer Service?
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.



