Visual IVR system
Visual IVR is a system that adds a new experience to the traditional IVR system with a multichannel visual interface. These systems make use of different communication channels like computers and smartphones to gather caller information. This makes this process more streamlined and comprehensive for a call center. In addition, visual IVR also offers detailed routing processes so the customer can solve many of their issues by pressing buttons. This will enhance the customer experience in several other ways:
- Customized communications
An IVR system is used to receive a faster resolution status for customers, but visual IVR makes it faster by using scripts to collect clients’ data. To handle the call volume, the system automates its effort to free up agents. So, they can better spend their time with more urgent queries of customers.
- Preference of self-service
The Visual IVR system has a better rate of callers than standard IVR. This is because the visual experience is better to provide a resolution to a customer without the agent’s intervention. This is why visual IVR is a better option for providing customer self-service.
Moreover, customers also read at their own pace with IVR scripts because they feel more comfortable typing on a smartphone than dialing numbers to make a call.
- Switch to Omnichannel
Visual IVR closely holds the multichannel contact methodologies adopted by many firms. Customers are reaching out to their favorite brands via SMS and browsers of smartphones. Visual IVR permits them to use such new platforms with ease. This does not impact the agent’s time to make outbound calls.
Furthermore, visual IVR also has an extra option to build up detailed contact trees for customers to provide much more detailed information. Thus, a customer can have easy access to omnichannel customer service with visual IVS.
- Improve safety measures
Through a visual IVR system, a customer can quickly load their data more securely. As sometimes a customer does not want to speak loud about their sensitive information in an IVR. Here visual IVR makes a difference because most visual IVR providers make use of data encryption even when customers use public machines.
- Eradicate wait times
IVR systems are useful for routing phone calls to reduce wait times. The most significant benefit of a visual IVR system is that it makes the customers stay away to hold times. Thus, the customer controls the pace and inputs the information at their convenience.
Once they have progressed through their device, an agent will reach out without any wait time. Moreover, the call will go quickly with a speedy resolution, which will lead to a better customer experience.
- Grants more credibility to businesses
Businesses with visual IVR have a higher degree of reliability with customers. Consequently, even small-scale businesses will seem to be at a certain level with the adoption of a visual IVR system through a company website. Thus, it gives an option to customers to reach a contact center with self-service and gets the best experience.
Overall, visual IVR does have the same options for an interactive voice response system with advanced options to connect with customers.