Trouble with existing IVR System
You have invested a lot of money and time on your experts to develop and run to build your IVR system hoping to deliver best customer service. In order to make customer choices and queries and creating optimize decision trees, your company must have poured lot of money on building a customer oriented IVR System.
Now, your IVR system is ready and up and running.
But now here comes the trouble!Your customers do not likeyour IVR system. It is causing frustration and you are facing trouble seeing excessive “zeros out” or “dead ends” by your customers.
“How can I help you” Says VISUALYZR
How can you get a solution for your company and your customers? If scanning to mobile device for desirable options is easier than listening to large menus then why not adding some visuals to your IVR for your company website or for your customer’s mobile phones.
Objective behind investing on your new IVR-VISUALYZR
Before intricate further, lets discuss some major objectives on investing on Visualyzr-
- Add a self-service environment: Making Visualyzr user-friendly and self-service mobile app for the customers
- Improve call center efficiency: Increasing call center efficiency by freeing your call agents from tackling calls which was impossible by your old IVR
- Improving call time: Lowering handling and holding time of the calls that made by the customers at the call center
- Precise Routing- Connecting the customer directly to the right agent at the first time
- Diminish cost: Lowering in training cost is possible as the customers will able to complete its transaction by Visualyzr
Now days, customer prefers live agents than choosing IVRs to complete their routing account transactions. Customer feels more satisfied and happy when their query gets solved as soon as possible. Even today, efficient IVR leaves simple, mundane and repetitive inquires to the IVR, always available when their need them, provides less options and making easier for customers to remember all the available options.
Still customers disliking IVR systems – Why?
- Long agonizing voice menus
- Maps numbers to features
- Too many options, difficult to navigate and delays the flow
- Dead end- Customers get irritated when unable to find desirable category
- Call disconnection- Due to long time spending on navigating menus for desirable options, call gets disconnected or sometimes due to sheer frustration customers hangs up the phone
- Poor voice quality: Due to poor voice quality sometimes it is hard for customers to listen to the agent
Aftermath of Traditional IVR System
Customer Satisfaction is what every organization aspires to cultivate and manage, but getting an accurate assessment can be challenging. It neglecting human factors form IVR Technology namely- menu options, concise call flow, ease of navigation, your customer will not choose you IVR system.
If the system is difficult to use then we opt the least resistance path of zero -out or speak to a live agent. At this point the IVR technology has fizzled in its first goal- providing a self-service channel. Decline in a customer satisfaction is increasing by IVR problems, irrelevant and repetitive steps and troubling reaching agents. With calls overloading, customer choosing to zero-out, inbound call volume spikes, long holding time, poor routing, legacy IVR are some of the most common pains and frustrations faced by customers in an inefficient IVR.
Make your IVR experience better
Looking at the above facts, having the best IVR technology is not enough. There is a need of product which simplifies customer experience; simple to navigate, customer friendly and above all, has an option for self-service or live agents for the customers.
Visualyzr is an enhancement in existing IVR system with innovative concept, gives advance and practical solution which diminishes the problems of traditional IVR. Visualyzr is a solution that removes all the hurdles of traditional IVR by increasing customer satisfaction and improving business profitability.
Modify your IVR with Visualyzr
Visualyzr is a customer experience management platform that provides a visual interface to your IVR System. Now, Customers can see and click on a particular option and need not to listen to multiple options, repetitive information or chat with live agents. There is no need to fuss over attending long menus on phone and remember which number belongs to which category. Now, there is a time to put an end to these troubles.
Visualyzr provides visually oriented customer service experience. Now, customers are able to view company’s website through mobile phones by launching an app on their mobile device, a visual IVR menu will be there, ready to get accessible visually. Customercan touch their way; choose their desirable options all with the comfort of mobile device, besides that they can also connect with the particular call agent for any queries. This app offers aself-service IVR to the customers with better experience and resolves their problems much quicker and efficiently.
Get some benefits from Visualyzr
- High agility with lower maintenance
- Increased sales with targeted advertising and enhance profitability
- For call centers there will be reduced call handling time, increased customer satisfaction, gain competitive edge over the market
- Reduces or remove call abandonment rates and zero-outs
- Increased customer retention, satisfaction and loyalty
- Callers can receive better information more quickly and easily
- Easier and contented self-service for the customers, improved customer experience
- Reduced cost by redirecting the customers to non-voice channel with visual service app
- Quick problem resolution with better routing
- Holds a control over accessing information and less dependent on call agents
How does Visualyzr works!
Visualyzr works seamlessly with your old IVR system with no irruption to your existing customer service. There is no cost interruption or clangs with your other communication channel on investing on Visualyzr. It requires zero coding, quick deployment with no replacement costs which makes easier for the companies to adopt this technology. It provides a simple way to design flows and release apps to users. Additionally, Visualyzr runs on an XML scripts, any changes made on your XML script will reflect automatically to your mobile devices. It works flawlessly between multiple stakeholders (Call centers, mobile phones, IVR) with no glitch.
Visualyzr – Key Features and Benefits:
- Enhance IVR technology by adding visuals interface embedded in your mobile app
- Brings a self-service facility to increase customer satisfaction
- User will be save data in the form of visuals for historical information
- Allows dynamic updates to mobile app
- Increased call center efficiency by lowering Average Handling Time
- Reduce cost by redirecting the customers to non-voice service channel
Visualyzr enables organization to increase profits and provides the best services to the customers and impeccable customer satisfaction. With the innovation of a self-service tool, Visualyzr delivers the need of your tech savvy customers by leveraging the use of mobile phones to interact with your IVR visually. It provides quick problem resolution with better routing independently of live agents.
You have already invested large amount of money and time on your team of experts. Now, it’s the time to double their skills and knowledge by introducing them to the visual app on mobile world. You will wonder to know how simple and cost effective it is to have the correct visual IVR solution- VISUALYZR, with the need of same set of skills you have utilized on your traditional IVR system in order to increase profitability and gain competitive edge over the market.
For more information, visit Visual-IVR Features
How did it get so bad?
Well the problem is not that the companies are not concerned about the customer experience or provides a bad customer service. The problem is bad calling experience customers are facing with the traditional IVR system. Now imagine, instead of calling the 800 number and stick to an IVR system, if customers can have a self- service option to solve their own issues, wouldn’t it be a great way to deliver a great customer service?
Adding visuals in your IVR could help companies to deliver a revolutionary customer service to their customers. Visual IVR came up with a revolutionary change in the IVR system. Now users can have visually guided menus on their smartphones that can give them self service options to solve their issues independently instead of listening to long IVR options. The caller can navigate to visually guided options in order to reach to the right department and even complete complex transactions like paying bills online or change address through a graphical interface without the need to call an agent. If the user wants to connect to the caller agent, he can simply press call button or click on chat option to interact with the caller agent. While talking to the agent, it is also possible for the user to send or receive files, videos or even images to solve his issues.
The latter scenerio is made possible by InnoEye Technologies product- Visualyzr, a customer experience management platform that increases the productivity of your call centers and enhance customer experience by turning your IVR into Visual IVR.
Why we are ditching IVR System?
When calling to customer care and listening to lengthy calls while constantly pulling mobile from the ear in order to press the correct number is boring and time consuming job. Customer gets frustrated and irritated by poor noise quality of the IVR system. Customers often get annoyed and hangs-up the phone due to poor and inadequate voice recognition while listening their desirable options.
Existing IVR’s were hurting customer’s satisfaction. Customers experience lot of pains like call abandonment, zeroing out, listening confusing or irrelevant menu items. If your customers having so much trouble navigating large menus and listening to IVR’s and forced to zeroing out, your company is at high risk of losing vital business.
Make your IVR visible!
“One picture says it all”. There is no surprise to say that visuals are more effective than a spoken word. Scanning to mobile device for desirable options is always easier than listening to large menus. Visualyzr provides visually guided menu interface while skipping annoying voice calls. Instead of listening to menus, your customers can touch their way; choose their desirable options all with the comfort of mobile device.
It also provides quick service resolution and easy access to information as compared to IVR System. Customers get easy guided self-service IVR with better experience by implementing Visualyzr in their mobile device.
What’s in it for the companies?
Visualyzr works seamlessly with your old IVR system with no interruption to your existing customer service. It requires zero coding with no replacement costs which makes easier for the companies to adopt this technology. A simple way to design visual flows and release apps to users and helps your company to gain customer retention and satisfaction thereby eliminating dead-ends, call abandonment rates and less call charges without spending more.
CONVERTING YOUR TRADITIONAL IVR INTO VISUAL-IVR FOR BETTER CUSTOMER EXPERIENCE
While interacting with IVR system, customers experience lot of pains like call abandonment, zeroing out, listening confusing or irrelevant menu items. If your customers having so much trouble navigating large menus and listening to IVR’s, you are at a risk of customer retention, thus losing vital business.
Developing an intuitive, user friendly IVR system that meets the requirements of IT, telecom business, and customers to end users is essential for business to give better customer service and to gain competitive edge over the market.
What if, your IVR gets some Visuals!
Visualyzr is a customer experience management platform that provides customers to connect with brands by visually guided menu interface on their smartphones while skipping annoying voice calls. Your customers will be able to see IVR rather than just heard. This allows customer to select options they need, saves time and money.
Best part is- it is user-friendly. Your customers can select menus by just clicking-all from the ease of smartphones. They also have an option to connect directly to any call center agent, view holding time or call them back. This gives an easy guided self-service to the customers leading to quicker problem solutions.
Why it is so easy? Visualyzr works seamlessly with your old IVR system with no interruption to your existing customer service. It requires zero coding with no replacement costs which makes easier for the companies to adopt this technology. It provides a simple way to design flows and release apps to users. Additionally, It runs on an XML scripts, any changes made on your XML script will reflect automatically to your mobile devices.