Contact Center Challenges
American consumers are purchasing smart mobile devices at astonishing rates. Customers expect to use their smartphones, other mobile devices, and browsers to interact with businesses when and where it’s convenient for them. At the same time, many businesses are managing the increased customer demands with contact centers equipped with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems. But lengthy agent and IVR interactions often result in decreased customer satisfaction, increased costs, and lost business opportunities.
Customers are also frustrated with ‘live’ customer support that doesn’t respond meaningfully to their inquiries and problems. Even an 80 percent ‘first call resolution’ success rate leaves 20 percent of the callers dissatisfied. Companies want to satisfy customers quickly during the first call, whether with a live agent or an IVR.
ChoiceView is the Solution
ChoiceView provides a customer engagement solution, allowing contact centers to share visual information from a live agent or Visual IVR or Phonebot during a call from a smart mobile device or browser user. Many calls with contact centers demand that complex information be communicated quickly and accurately.
The ChoiceView visual automated and visual live assistance solutions solve the problem by allowing mobile callers to not only hear the information, but to see it at the same time, exactly when needed. Studies show that seeing and hearing information simultaneously increases understanding by at least 50 percent. As is often said, “One picture is worth a thousand words.”
“ChoiceView can: (1) cut 10-15 percent off of average call handling time, (2) increase revenue by at least 10-15 percent for transactions involving up-selling or cross-selling, (3) reduce the number of repeat calls due to collection of correct and complete data, and (4) build loyalty, because once users have ChoiceView they will choose to do business with a ChoiceView-enabled company.”
— Chuck Blumenkamp, 29 years experience running contact centers for Verizon, Contel, and GTE
ChoiceView Increases Revenue and ROI
When customers both see and hear information, transactions are easier, faster, and more rewarding for all parties. For example, a customer wants to purchase concert tickets. Rather than abandon a frustrating web session, the user is transferred to a ChoiceView-enabled agent who shares visuals, discusses options, and up-sells—
|1. Seating chart of the
|2. View from $100 “yellow” seats
|3. View from $200 “blue” seats
The customer purchases “blue” seats and saves the visual information. By both talking about and seeing options via her smartphone, she quickly decides to buy the better seats and is happy with her purchase. The business books more revenue.