What is Visual IVR & How it Works + Benefits & Use Cases
Visual IVR combines standard voice IVR with an interactive on-screen interface, providing customers with step-by-step support. It improves the customer experience by offering 24/7 self-service, reducing call hold times, and providing in-call access to live agent support. Visual IVR also lowers operating costs by automating support processes and optimizing agent schedules. Despite some limitations, it is a useful tool for businesses of all sizes and industries.
What is Visual IVR & How it Works + Benefits & Use Cases
Topics
- visual IVR
- customer experience
- operating costs
Video summary
In this video, Nate from get VoIP discusses visual IVR. Visual IVR combines standard voice IVR with an interactive on-screen interface, providing customers with step-by-step support. It can be accessed on desktop and mobile devices and offers features like call intercept and CRM data review. Visual IVR improves the customer experience by providing 24/7 self-service, shortening call hold times, and offering in-call access to live agent support. It also lowers operating costs by automating the support process and optimizing agent schedules. However, it has some downsides like not being as seamless as digital self-service tools and customer aversion to IVR. Overall, visual IVR is a useful tool for businesses of all sizes and industries.
Video transcript
hey everyone this is Nate from get VoIP
and today we're covering visual ivr
let's get right to it
visual ivr or visual interactive voice
response combines standard voice ivr
props with an interactive on-screen
interface guiding customers through a
step-by-step support process with both
visual aids and spoken instructions vivr
is accessible directly in browser on
desktop and mobile devices it begins
with the call intercept process when a
customer calls a business vivr collects
their phone number and asks if they'd
like to receive a text message
containing a link to the vivr interface
if the customer opts in the call has
been successfully intercepted and no
live agent assistance is required is
with standard ivr customers can connect
to a live agent if needed and agents can
review CRM data in Prior ivr input
before accepting the call traditional
ivr provides customer support via voice
prompts only and lacks any visual
element standard ivr uses speech
recognition and editable call Flow paths
to direct inbound callers to the best
available agent not to completely
automate the support interactions visual
ivr combines voice and visual elements
to manage even complex support
interactions from start to finish often
on the first call let's take a look at
the benefits of visual ivr visual ivr
improves the customer experience by
providing 24 7 self-service across voice
and digital channels
eliminating lengthy call menus
shortening call hold times preventing
customers from repeating themselves to
multiple agents
providing one-click in-call access to
live agent support offering desktop and
mobile support for on-the-go customers
using Dynamic routing to let customers
choose from multiple on-screen options
and providing automated customer
callbacks to fit the caller schedule
the ivr also lowers operating costs by
eliminating the need to hire additional
agents increasing ivr containment and
first call resolution rates
automating a huge portion of the
customer support process
forecasting upcoming call volumes and
optimizing agent schedules
and reducing the average cost per call
vivr also paves the way for increased
agent productivity the more customer
service issues vivr resolves the more
time agents have to make sales calls
build customer relationships and manage
complex support issues greater insight
into agent activity and customer base
visual ivr collects and analyzes
real-time customer and agent data to
give managers a bird's eye view into
daily call center activity this data
provides insight into the customer
Journey identifies behavioral Trends and
workflow bottlenecks and helps managers
evaluate customer support quality and
agent performance now the downsides of
visual ivr include the following first
of all it's not as seamless as 100
digital self-service tools like chat
Bots or social media messaging second
it's also limited to the specific
customer service issues it's been
programmed to manage third it lacks AI
powered features like natural language
understanding conversational analytics
and sentiment analysis next it still
requires a call to customer support
furthermore pre-recorded ivr Menus can
be lengthy next customers can't always
instantly reach live agent and finally
there's still General customer aversion
to ivr like standard ivr visual ivr is a
wide variety of use cases for businesses
of all sizes regardless of Industry
target market and daily call volume if
you found this video informative give it
a like smash that subscribe button and
hit the notification Bell below to keep
up with our journey to simplify the VoIP
world
till next time this is Nate from get
void
[Music]
foreign
Dig Deeper
Visual IVR: Improving Customer Support
Visual IVR, short for Visual Interactive Voice Response, combines traditional voice IVR with an interactive on-screen interface to enhance the customer support experience. It provides visual aids and spoken instructions to guide customers through a step-by-step support process, accessible on both desktop and mobile devices.
When a customer calls a business, Visual IVR intercepts the call, collects their phone number, and offers to send a text message with a link to the Visual IVR interface. This process eliminates the need for live agent assistance unless specifically requested by the customer.
Unlike standard IVR, which relies solely on voice prompts, Visual IVR combines voice and visual elements to manage even complex support interactions. By doing so, it offers several benefits:
- 24/7 self-service across voice and digital channels, improving the customer experience.
- Elimination of lengthy call menus, reducing call hold times.
- Prevention of customers having to repeat themselves to multiple agents.
- One-click in-call access to live agent support, ensuring prompt assistance when needed.
- Desktop and mobile support for on-the-go customers.
- Dynamic routing, allowing customers to choose from multiple on-screen options.
- Automated customer callbacks to accommodate the caller's schedule.
Furthermore, Visual IVR lowers operating costs by eliminating the need to hire additional agents. It increases IVR containment and first call resolution rates, automating a significant portion of the customer support process. It also helps optimize agent schedules, forecast call volumes, and reduce average cost per call.
Additionally, Visual IVR enhances agent productivity. By resolving customer service issues, it allows agents to focus on sales calls, building customer relationships, and managing complex support issues. It also provides valuable insights into agent activity and the customer base, enabling managers to evaluate customer support quality and agent performance.
While Visual IVR offers many advantages, it does have some limitations. It may not be as seamless as purely digital self-service tools like chatbots or social media messaging. It is also limited to the specific customer service issues it has been programmed to handle and lacks advanced features like natural language understanding and sentiment analysis.
Furthermore, customers still need to make a call to reach customer support, and pre-recorded IVR menus can sometimes be lengthy. Instant access to live agents is not always guaranteed, and some customers may have a general aversion to IVR systems.
Despite these downsides, Visual IVR has proven to be beneficial across various industries and businesses of all sizes. Its combination of voice and visual elements provides a more comprehensive and streamlined support experience for customers.
If you want to simplify the VoIP world and keep up with our journey, don't forget to like this video, subscribe, and hit the notification bell!
Sales and Marketing Alignment: How to Streamline the Handover Process
Encourage communication between sales and marketing teams to improve lead handoff. Hold weekly meetings and use data to validate claims and drive alignment. Implement a service level agreement (SLA) to define goals and contributions. Define MQLs and SQLs based on customer behavior. Consider implementing a lead scoring system. Utilize sales and marketing software for better collaboration and prospect tracking. Aligning sales and marketing improves lead conversion and business success.
Computer Telephony Integrations (CTI): What it is & Key Benefits
The text discusses the features and use of the Poly CCX 500 deskphone for Microsoft Teams. It also explains call routing and call masking for businesses.
How AI Has Changed Marketing Forever
AI tools like ChatGPT can assist with various marketing tasks such as keyword research, content writing, social media posts, and more. However, relying solely on AI can limit creativity and personalization in marketing efforts. AI should be used as a tool, not a replacement for human expertise and input. It is important to use AI cautiously and understand its limitations to avoid publishing subpar content.
AI’s Impact on Customer Service
AI has transformed the customer service industry, addressing challenges of skilled labor, fast decision-making, and personalized experiences at scale. Our company offers tailored AI solutions and stands out in the market.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
Try all communication channels while your LiveAgent is ready.
Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.
We’re available on multiple dates