The Reality of Interactive Voice Response (IVR) Systems
Contact just about any company these days, and you are typically greeted by some type of self-service interactive voice response (IVR) system that asks you to listen to a labyrinth of menu options and respond by pressing a number on your telephone keypad or speaking in your natural voice. All of this occurs before you are able to speak to a service agent, and by then, you may have hung up.
Most callers consider call center IVR systems a “serious pain.” A recent Purdue University study revealed that 92 percent of US consumers form their image of a company based on their experience using the company’s call center. More strikingly, the study found that 63 percent of consumers stop using a company’s products based on a negative call center experience. That number rises to 100 percent for consumers between ages 18 and 25.
The call center experience starts with the IVR…
According to Boston-based consultancy Yankee Group, “If self-service is not done right, the results can be worse than not doing it at all. Failure can result in increased call volumes, dissatisfied customers and defections.” Poor application design can also increase agent turnover, as customers take out their frustrations on harried agents.
Easing the Pain –
“One Picture is Worth a Thousand Words”
With a ChoiceView True Visual IVR ™, your call center customers can both hear and see information transmitted by your IVR system. Using a standard browser or the ChoiceView mobile app, callers instantly see the menu options instead of listening to long sequential lists. They quickly navigate the phone tree submenus by tapping selections from a ChoiceView visual menu sent by your IVR. They see the visual responses instead of only hearing lengthy, audible messages. To show what they’re calling about, callers send photos, video clips, forms, and text to the IVR. More calls are efficiently completed at the IVR without live agents.
Visual information increases understanding by 600 percent or more (Brain Rules). A Yankee Research study found that 87 percent of respondents prefer to use a Visual IVR to complete their request faster and to seamlessly transfer to an agent if needed without repeating their information. Also, 78 percent stated that Visual IVRs would improve their opinion of the organizations and/or they would chose to do business with them more often.
Competitive Leap in IVR Technology
ChoiceView provides a new visual communications channel for mobile digital engagement with IVRs beyond voice-only calls. With ChoiceView, what started out as a regular phone call is transformed to a voice and visual call with endless ways to serve your customers. Feature capabilities for this visual IVR for call centers include visual directory, real-time visual surveys and transfer to a website. With visual directory, for example, callers can see and hear a listing of departments or search for an employee with keyboard entry. When the party is located, the call is transferred, and the ‘voice with visuals’ live collaboration session continues.
More Completed Transactions in Less Time, Less Cost
ChoiceView-enabled IVRs increase mobile digital engagement by decreasing transaction time and abandonment rates and increase IVR call containment. Callers see and hear information simultaneously. They find ChoiceView easy to use, allowing them to be more efficient, obtain information quickly and accurately, make better selections and enhance their experience with your organization. Your organization, in turn, reduces operating costs, retains more customers, and increases profits. With increased IVR call containment callers are happier and agents receive fewer calls.
Provide Better Product Support
Remembering which option to select can be difficult when presented with a long, sequential list of voice-only options. With mobile digital engagement from ChoiceView, all options are seen visually—they’re delivered instantly to a mobile device or browser. For example, a caller contacts his ChoiceView-enabled PC supply company about the status of his PC repair. The caller  sees a visual menu of the options and quickly taps the Check Repair Status option and  is presented with another screen to enter his repair ticket number. He immediately  receives the status information and understands when his PC will be returned. He saves this visual information by tapping ‘+’ on the ChoiceView screen and later reviews it by pressing ‘History.’ The entire ChoiceView transaction takes half the typical call time and the caller is pleased with the efficient service.
Easily Add ChoiceView to Your IVR
It’s easy to update your new or existing IVR with ChoiceView. It’s a script change only! Since ChoiceView starts with a regular phone call, it’s inherently compatible with existing IVR platforms. There are multiple ways to implement ChoiceView:
- You can add ChoiceView directly to your IVR script. ChoiceView REST API calls are included in the script and processed through the IVR’s web services interface. The existing script structure and states are unchanged. Radish provides sample code, scripts and guidance for doing this.
- Alternatively, Radish professional services can add ChoiceView to your existing IVR script.
- Radish can provide a ChoiceView plug-in for your script creation tool so you can create visually enhanced scripts at the editor level.
- Radish can provide a self-contained visual IVR that implements the ChoiceView REST API and uses a standard voice platform from Tropo, Twilio, Voxeo and others. In this case, your existing IVR will simply transfer calls to the ChoiceView IVR when visual interaction is needed.
ChoiceView Is a True Visual IVR
In the marketplace, the term “visual IVR” is used in different ways — many of which don’t even involve an IVR. Some companies provide web page links that look like IVR buttons for navigation and then initiate click-to-talk when a call is needed. Other companies simply add voice to an existing mobile website but keep the standard browsing limitations. Only ChoiceView provides a true visual IVR solution in which the IVR controls both the voice and visuals. In this arrangement there is great flexibility in delivering multimedia materials, providing rich content beyond HTML without user interaction, and extending visual capabilities to contact centers. Increase IVR call containment with a ChoiceView True Visual IVR. Learn more at www.TrueVisualivr.com.