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Home - VoIP Service - What is Visual IVR: Key Benefits, Applications, and Leading Providers
Reviewed by : Prasanta Raut
Don’t you feel bored or frustrated when you hear “press 1 for sales team” or “press 2 for support team” when you’re trying to connect with a customer support team?
Enter a hero: To make you calm from traditional IVR, VIVR(virtual interactive voice response)came into the market. Visual interactive voice response, also known as VIVR, is a system that incorporates a visual interface to direct callers to a web-based support interaction.
Visual IVR gathers real-time data and helps customers navigate menus quickly. Personalize the support journey by seamlessly connecting customers to self-service options or experts who can solve their concerns at first contact.
Table of Content
Visual IVR (VIVR) is an automated customer service tool that uses voice-only prompts and an interactive onscreen interface to guide customers through specific support interactions, accessible on desktop and mobile devices.
The text you provided focuses on how visual interfaces leverage multiple channels for intuitive navigation and seamless data collection from customers. It mentions that customers can receive the link to visual IVR menus via SMS or through an installed application on their phone. The menus are designed to reflect the IVR (interactive voice response) structure and can also accept other forms of input, such as long texts and images.
A visual IVR system enables the real-time collection of data. Company websites and mobile applications help customers swiftly navigate menus. Customers can input their responses using radio buttons, checkboxes, and drop-down menus, which are more reliable and reduce the likelihood of customer errors.
Visual IVR (VIVR) is a technology that enhances the user experience by adding a visual layer to traditional voice response systems. It allows customers to interact with a web page or app, making navigation and selection easier.
The system offers a visually interactive menu with tailored options. This allows customers to easily navigate through their issues or requests in real-time, enhancing their understanding and efficiency compared to voice-only menus.
The visual IVR system escalates calls to live agents if the visual system cannot resolve a customer’s issue, accelerating the resolution process by gathering relevant information and providing a more intuitive and engaging experience.
Visual IVR offers numerous advantages to agents, customers, managers, and business owners.
Visual IVR solutions improve customer experience and engagement. They eliminate frustrations such as long hold times and speaking with multiple agents. These solutions provide support 24/7 through voice and digital channels. Customers can resolve issues on their own schedules. Visual IVR is available as a one-time mobile app on different devices, making it convenient and flexible. It also speeds up the support process, increasing customer satisfaction.
In this case, VIVR enhances customer care because it takes care of routine work, addresses basic customer problems, and allows agents to target complicated customers’ concerns, selling calls, and relationship building. It integrates with CRM systems and contact center applications, arming the agents with tools, as well as adequate customer details for efficient, hassle-free customer relations.
VIVR improves customer service by automating tasks and handling simpler issues, which lets agents focus on complex customer needs, sales calls, and building relationships. It works with CRM systems and contact center software, giving agents the tools and customer data they need for efficient, high-quality customer support.
In addition to the real-time insights, containment of calls, dependant on the type of workflow, can be a significant factor for the analysis of potential bottlenecks and L&D manager comprehensible agent training deficiencies. This is the time that any agent spends talking during the call, rate of abandoning a call, csat and NPS scores, cost per call, the number of outbound and inbound call, and the number of calls on hold in the queue.
These analytics give an understanding on some of the customer mapping, sundry behaviors, and prognosis call volumes. It is equally vital to note that automated customer surveys assist business organizations in keeping track of their customers as well as the issues of contention which if not well handled, would transform into major crises.
Using a visual IVR system helps reduce the number of routine calls handled by your agents, increasing the likelihood of first-call resolution. This self-service technology allows clients to address their concerns using their preferred mode of communication.
Visual IVR offers convenience for customers, ease of use, and time-saving benefits for agents through the automation of common support requests. However, it is important to consider some drawbacks as well.
Visual IVR systems may not provide the same level of user-friendly experience as fully digital customer self-service tools like advanced website chatbots, an online knowledge base with FAQs, or live agent chat messaging.
The role of Artificial Intelligence in the customer experience is expanding, and automated chatbots and voicebots powered by Conversational AI are capable of handling more complex customer service issues. Furthermore, these AI-powered chatbots are capable of emulating natural language, personalizing fully automated customer interactions, and improving efficiency over time, all thanks to machine learning.
Additional potential drawbacks of Visual IVR include:
To enhance the efficiency and consistency of the customer experience, it is suggested to optimize the IVR system while prioritizing user experience (UX). This approach minimizes customer inconveniences and ensures the functionality and seamlessness of the visual IVR. The following tips can be followed to enhance the effectiveness of call flow:
Avoid repeating old IVR scripts and design digital IVRs for virtual interfaces. Use inspiration from call flow, but consider additional menu options for varied visual and audio experiences.
Tailor your menu to personalize the experience for callers frustrated with IVR systems. Use customer data to add their name to prompts, ensuring a seamless interaction with live agents.
If your virtual IVR system is overly complicated, customers are less likely to use it. A complex setup can lead to customer frustration, dissatisfaction, and an increase in calls to live agents.
Businesses that use a virtual intelligent menu often let customers choose to call a phone number or ask for a call-back service. When customers can schedule a call-back from a live agent, businesses can reduce wait times and make customers happier.
Enhance your company’s omnichannel distribution by offering clients an effective self-service option. Visual IVR transforms customer support by enabling customers to save time and promptly address their issues without staying on hold. This technology smoothly becomes part of a contact center’s activities, reducing stress on your agents’ tasks.
Visual IVRs do not require the installation of an app as they are web-based, ensuring widespread use and acceptance. If needed, you can transfer to a live agent, and once transferred, agents can see your entire customer journey. This reduces the need to repeat information multiple times.
VIVR can include audio prompts, text, graphics, images, and visual cues. Visual IVR broadens the range of interaction choices from numerical options on a keypad to characters and screen-selectable options.
With proper planning and design, VIVR does not decrease accessibility for those with disabilities. It combines visual and voice elements to offer a multimodal interaction experience, benefiting users with disabilities by providing alternative ways to interact. Visual customer support menus can use assistive technologies like screen readers or magnifiers.
The top 3 visual IVR providers are:
Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.
Prasanta Raut