Visual IVR (Interactive Voice Response) combines traditional IVR technology with visual elements such as images, videos, and menus to create a fast, user-friendly experience. For call centers that must handle a high volume of incoming calls and customer inquiries, visual IVR can help customers get answers faster and more directly.
This also makes self-service easier because it’s a visual experience for customers. Callers can scan options at a glance, skip directly to a solution, or quickly speak to an agent if they can’t find what they need. looking for.
This puts significant control back in the hands of the customer and is a huge improvement over long call queues and repetitive music on hold.
Visual IVR works so well because it does one thing that traditional IVR doesn’t: It’s speed. When run correctly, a visual IVR system can make the entire process much faster and improve the overall customer experience from start to finish.
Learn more about visual IVR: More than just a screen
When a customer calls the number and answers the IVR system, they are usually presented with a prerecorded menu. For example, when a customer calls a business, they are often asked to press 1 for billing and 2 for customer service.
This is the traditional IVR experience that most of us are familiar with. However, visual IVR goes a step further by incorporating visual elements into menu options.
This means that instead of just hearing a list of options, customers can see them on-screen and interact with them directly by clicking or tapping on the option that best suits their needs. This makes the entire calling process faster and more efficient.
Additionally, visual IVRs can display important information such as estimated wait times, business hours, and frequently asked questions. This gives your customers all the information they need from the beginning. You don’t have to guess how long a conversation with an agent will take. Also, if there is a simple answer to a question, you may be able to find it yourself on the screen in front of you.
Here’s how a visual IVR system works:
- First, the customer calls your business number as they normally would. (Customers can also access your company’s visual IVR system by clicking on a link or scanning a QR code on your company’s website.)
- An automated message will appear asking if you would like to select the self-service option.
- If you select the self-service option, you will receive a text message with a link.
- Once the customer clicks the link and authenticates themselves (if applicable), the options will appear in a visual menu in front of them.
- Customers can search the menu and select the option that best suits their needs.
- The transmission will then be completed automatically. However, if a customer cannot find the information they need, they can still contact a customer service agent. You can also configure all information already entered into the system to be sent directly to the agent. This means your customers won’t have to repeat what they’ve already done. Agents can see all details before starting a call.
If you run a call center that handles a high volume of calls, visual IVR systems are especially useful because they give customers the option to answer their own questions without speaking to an agent. This reduces latency and allows agents to focus on more complex problems that require more problem-solving and nuance.
And if the most common calls your call center receives are about paying bills or scheduling reservations, this is a solid option. These are usually simple calls that do not require agent intervention.
Visual IVRs work well because they are fast and provide a quick, painless way for customers to easily pay their bills, schedule appointments, and get questions answered.
5 reasons to consider visual IVR
Speed isn’t the only reason visual IVR is a solid choice for most businesses. Here are five additional benefits to consider.
Improving customer experience
Callers are much less likely to get frustrated if they don’t have to wait and repeat the same thing to every agent they transfer to. Visual IVR offers a great alternative to the maze that callers often find themselves in when calling businesses, especially large companies with many departments. Overall, customers will feel cared for and appreciate having options other than traditional phone calls.
Reduce call hold time
By offering the option of using a visual IVR system, customers no longer have to wait for an agent before receiving support. This reduces the overall wait time for our customers. do When you need an agent’s help, your agent no longer has to scramble to finish one call and can immediately move on to the next.
Reduce call abandonment
What’s the biggest reason for call abandonment? You have to wait forever to finally get help. Visual IVR systems significantly reduce call abandonment rates and ensure that every customer gets the help they need, regardless of whether they end up speaking to an agent or not.
Reduce call center operating costs
Because visual IVR can process customer inquiries and requests faster, call centers may not need to hire as many agents. This results in cost savings in employee salaries, training costs, equipment, and other operating costs.
Improves first call resolution rates
Unless the request is unexpectedly complex, customers who choose the visual IVR route typically have their issue resolved on the first call. As a result, your overall first call resolution rate will also improve.
When visual IVR makes sense (and when it doesn’t)
While most businesses can benefit from a visual IVR system, here are some types of organizations that may be particularly helpful.
- Postal services and shipping companies: The majority of calls to these call centers are related to status updates and cancellations, both of which can be handled well with visual IVR.
- Retail and e-commerce: In these use cases, visual IVR can be used to handle cart abandonment, loyalty programs, order updates, and returns and exchanges, streamlining an often complex process for both customers and service teams.
- health care: For medical practices, visual IVR systems can help schedule appointments, cancel appointments, provide test results, and perform simple system updates.
- Banking/Finance: You can check your account balance, increase your debit or credit card transaction limit, validate your transactions, and many more securely via visual IVR.
- Service provider: Customers can easily access their account, change their plan, and activate or deactivate specific services and features, all from a visual IVR menu.
There are really only a few niche scenarios where visual IVR might not be a great option for your business.
- Your target audience is not appropriate: If your target audience is primarily made up of older demographics or people who are less likely to own a smartphone, visual IVR may not be of much use.
- Very small businesses: If your call center and customer base is small and you maintain a very personal relationship with your customers, switching to visual IVR can take away that personal connection with your customers and hurt your brand.
- Complex workflow: If your business has complex processes or inquiries that cannot be handled with simple menu options, a traditional IVR may be a better option.
Is visual IVR just a trend? Why is it becoming obsolete?
Visual IVR works for many use cases, but it may become a call center trend that becomes obsolete before it catches on.
why?
Many call centers are now moving to AI-enhanced IVRs, which offer many useful features.
For example, AI-enhanced IVR systems use natural language processing (NLP) to make it easier for callers to speak their requests in normal, everyday language, rather than following a strict set of commands. . Speech recognition technology can also be used to understand a caller’s intent and provide human-like responses and responses.
Integrating your IVR system with your CRM software opens up even more possibilities. AI-powered IVRs can instantly recognize who’s calling based on the caller’s phone number, verify account details, and add a touch of personalization to the call.
Also, similar to visual IVR, AI-enhanced IVR offers self-service options. This means customers can get the answers they need without human intervention.
However, if you prefer to speak to a human, these systems have smart IVR routing options that can route callers to the appropriate agent.
Visual IVR is great, but AI-enhanced IVR systems have a lot to offer. As technology evolves, so do systems, making them a smart choice for busy call centers.
Create a visual IVR that your customers will want to use
Not all visual IVRs are created equal. If you want your customers to love it, you need to build it in a way that’s truly useful and intuitive for them.
Here are some important best practices to keep in mind when creating a visual IVR.
- Document everything you do. Be sure to document all processes, menus, and options you want to include in your visual IVR. This helps ensure a smooth customer experience.
- Provide instructions to the caller before the SMS is sent. Some of your customers may be using visual IVR for the first time, so be sure to give them instructions on how to use the system upfront.
- Adopt user-friendly interface. Visual IVRs should be designed with simplicity and ease of use in mind. Keep your content clear, concise, and intuitive so that all customers can use it successfully.
- Provide real-time support. In some cases, your customers may need support even when using visual IVR. In these cases, make sure you have real-time support options available, such as live chat and callback functionality. This ensures that customer issues continue to be resolved quickly and efficiently.
- Update and improve regularly. Visual IVR shouldn’t be a set-it-and-forget-it kind of thing. It should emulate a call center and provide the most common problems found and the best and quickest possible answers. Check your IVR regularly to see what works, what doesn’t, and how to optimize your system to meet your callers’ needs.
- Provides access to live agents. In most cases, customers prefer automated systems. However, you should always make it easy for them to talk to a real agent, regardless of the complexity of the issue.