What is visual IVR?
Visual interactive voice response (Visual IVR) enhances the standard IVR experience with a multichannel visual interface. These systems make use of communication channels like cellphones and computers to make the process of gathering information about a caller more efficient and accurate.
Visual IVR systems use websites or corporate mobile applications to assist customers in efficiently navigating selections and improve callers’ perceptions of your business’s customer service capabilities.
The visual IVR system collects real-time information at every touchpoint so that an agent may contact the client and have all of the necessary information when they do.
Any information put into a website or a mobile phone is lost without this program, which means the agent will have to acquire the data again, wasting important call time.
What is a visual IVR link?
The customer receives links to visual IVR menus through SMS or a corporate application. Visual menus generally follow the same structure as traditional IVR or can be extended with options not available through dial tone multi-frequency DTMF inputs.
If a customer is connected to an agent rather than having their problem handled, the agent will be well-prepared to pick up where the customer left off.
Benefits of using visual IVR
Here are some benefits of using a visual IVR in your business:
Reduce customer effort
Customers can monitor the progress of their orders and get answers to their questions without speaking to anybody, instead of being greeted by a traditional IVR system.
With exceedingly immediate, effective customer interactions, you’ll see increased call containment rates, lower Average Handling Time (AHT), and higher customer satisfaction.
Eliminate wait times
Visual IVR doesn’t have wait times or hold music, the customer chooses the speed of the interaction and enters data at their leisure.
After they’ve completed the experience on their device, a representative will contact them right away. The call will therefore move swiftly, with a timely resolution, resulting in more pleased consumers.
Understand user trends and actions
You’ll have access to actionable intelligence based on customer behaviors and user trends with automatic user behavior tracking, which will help you improve the customer experience.
With customized insights, you can view reports for your operations, company, and actionable analytics right out of the box.
What is a digital IVR?
Digital IVR simply provides a better user experience and higher success rates than traditional IVR. It maximizes the value and ROI of the tools you’ve already purchased.
Using the service scripts and backend integrations businesses worked hard to create, digital IVR is developed on the basis of your current IVR system
In addition, interactive voice response is not replaced by digital IVR. IVR will continue to assist customers calling landlines and customers who are tech-reluctant by making the initial connection for incoming phone calls and driving the call flow of the hybrid voice-and-digital service.
Companies that utilize digital IVR have better service KPIs, such as more transactions, greater task completion rates (TCR), fewer calls coming to agents, fewer mid-process hang-ups, and even higher customer satisfaction ratings.