What is Visual IVR?
What is Visual IVR? refers to a system that visualizes the voice guidance performed by IVR (automatic voice response system) using a website or application and guides with a visual menu.
- What is Visual IVR?
- IVR Difference
- Companies Introduced IVR
- Two access patterns for visual IVR
- How to start a dedicated application
- Advantages of introducing Visual IVR
- Increased customer convenience
- Reduce operator workload
- 24-hour operation eliminates lost opportunities
- Points to consider about Visual IVR
- Understand the current issues
- Query Content Extraction
- Visual IVR Configuration Required
- Examples of possible uses of Visual IVR
What is Visual IVR?
Now that the emphasis is on improving the quality of call centers and contact centers, many companies are considering introducing visual IVR. Visual IVR not only improves convenience for customers, but also has benefits for both customers and companies, such as reducing the burden on operators.
The introduction of visual IVR not only benefits customers, such as improving customer convenience and satisfaction, but also provides several benefits for businesses, such as eliminating operator uptime and missed opportunities.
This article summarizes the overview of visual IVR in an easy-to-understand manner and also explains in detail the benefits of introducing visual IVR and the points to consider when introducing it.
Visual IVR guides customers to the appropriate point of contact, such as FAQs, membership sites, chatbots and voicebots, depending on the purpose, by clicking on the items in each query. As a result, the customer can solve the problem by himself, reducing the operator's workload.
The main difference between IVR and visual IVR is the guidance method. IVR is characterized by "voice guidance" and visual IVR is "visual guidance through the screen".
Consider implementing a visual IVR as a channel for customer problem resolution and business cost reduction.
Firstly, IVR is an abbreviation for "Interactive Voice Response", which refers to an automatic voice response system that answers customer queries with automatic voice guidance.
Even if there are a large number of incoming calls and the operator cannot answer, the customer can solve the problem by himself because he has a function to process automatically by pressing the button without connecting to the operator.
Companies Introduced IVR
Many companies have introduced IVR in order to improve the efficiency of telephone operations, but in recent years the introduction of "visual IVR", which can reduce the inconvenience and stress of customers, has attracted attention.
In the case of IVR-only guidance, it may be necessary for customers to listen to the voice guidance all the way through, or they may miss it, which can be problematic for the customer.
However, visual IVR is different from IVR that only provides voice guidance. Customers can select items, FAQ pages, chatbots, etc. that match their needs from the menu displayed on the website or application screen.
Even if the phone cannot be connected, it is popular as a mechanism that encourages resolution through another channel. In general, visual IVR is usually introduced for smartphone users, but there are service companies that create sites compatible with cell phone terminals such as Garage.
Two access patterns for visual IVR
Therefore, it is possible to reduce the operator's burden and reduce the waiting time. There are two general access patterns for visual IVR:
- How to send URLs by SMS.
- How to start a dedicated application.
- How to send URL by SMS.
In the SMS URL sending method, the conventional IVR and the visual IVR are linked. A customer calling for an inquiry will be guided by voice to use the visual IVR and the URL will be sent to the inquirer. Customers can navigate through the support menu by accessing the URL.
How to start a dedicated application
The second method is to have the customer start a dedicated application and provide support within the application. The application must have a dedicated application installed on the customer's smartphone in advance. When the customer launches the application, they can access the desired support menu.
Support methods using SMS and dedicated applications tend to reduce development costs because existing IVRs and content can be used.
Advantages of introducing Visual IVR
From here, I will present three benefits to be gained by introducing a visual IVR in your customer support.
- Increased customer convenience.
- Reduced operator workload.
- 24-hour operation eliminates missed opportunities.
- Each is explained below.
Personal information is prone to mishearing and input errors, which also leads to an increase in work time.
Increased customer convenience
By implementing a visual IVR, you can direct your customers to channels other than the telephone. If there are multiple options, it will be possible to solve problems such as waiting a long time without being able to connect, making it more convenient for customers.
There is also the advantage that people who are not good at making calls or who are deaf can easily use the service. Having a channel other than the telephone allows us to respond to the needs of each individual customer.
Reduce operator workload
Customer service over the phone can be time-consuming depending on the content of the inquiry. For example, when receiving an order request for a product, it is necessary to enter the address and name obtained over the phone.
By having the customer enter the necessary information using the visual IVR, the information entered can be displayed, the customer can verify the details of the order, and the staff can save the hassle of entering the information.
It will reduce the time required for the receiving and confirmation work, so you can continue your work efficiently.
24-hour operation eliminates lost opportunities
If the operator only answers the phone, you should have them call you during business hours. In addition, if the hold time is long, there are many customers who hang up along the way.
Visual IVR can operate 24 hours a day, 365 days a year, so you can respond to customer inquiries even after business hours.
By enabling targeting of FAQ pages and chatbots, it will be possible to respond to customers who do not have time to spare, leading to the elimination of missed opportunities.
Points to consider about Visual IVR
From here, we would like to introduce three points to consider beforehand when introducing a visual IVR to get the most out of it.
- Understanding the current issues.
- Extracting the content of the query.
- Each is explained below.
- A customer-friendly visual IVR configuration is required.
Understand the current issues
As a reason to consider introducing a visual IVR, there is often the problem of a low inbound call rate due to the large number of inbound calls, but a clear understanding of the company's current problems, such as why the number of inbound calls is high. Need to.
The information on the website may be complicated or missing, and people who don't understand may call you. When introducing a visual IVR, it is important to review content and leads from the customer's point of view and clarify issues and problems.
Not only the introduction of visual IVR, but also the improvement of FAQ pages and chatbots are directly related to customer satisfaction.
Query Content Extraction
You can expect a high introduction effect by investigating what kind of queries you have and creating a mechanism to resolve content with a large number of queries with visual IVR.
Queries can be divided into those that can only be handled over the phone or in stores, and those that can be handled online. In the first case, it must be handled by the operator, but in the second case, it can be handled by the website or the system.
Also, if the content is something that can only be handled over the phone or in a store, it is effective to move to a page that lists the phone number and store address.
By extracting information about queries and responses that do not require operator response and reflecting it in visual IVR, customers can solve problems themselves and reduce the operator's workload. In addition, fewer callers and shorter hold times will lead to higher customer satisfaction.
Visual IVR Configuration Required
When customers look at your website or application, if there are too many menus and categories to choose from, they will get lost and spend more time looking for which one to choose.
We will try to create a user-friendly screen structure, such as listing only about 5 main menus and placing specific queries on the second level.
If you want to cover a large number of queries, it is a good idea to set up a keyword search window or prepare items such as "Other queries".
It is also important to decide the transition destination for each menu. You need to assume all kinds of branches, such as the top page of the official website, the second layer page in the visual IVR, the document request page, and so on.
Examples of possible uses of Visual IVR
Visual IVR is expected to be used in a number of industries and businesses. In the mail order and e-commerce industries, we receive many inquiries about new product launches and campaigns.
By introducing a visual IVR, it is possible to display the congestion status of the call center and guide users to the corresponding FAQ page.
In the case of an insurance company, it can be used to share on-screen materials to explain insurance details, and to accept change of address and account transfers.
Finally, it can also be used for health checks, general outpatient consultations, vaccination appointments, as well as guidance for sudden symptoms outside of office hours.
By introducing a visual IVR, it is possible for the customer to resolve the problem at an early stage, so overall productivity can be improved without increasing the number of staff and operators, leading to improved customer satisfaction.