Customer Service Targets: 5 Reasons to Channel Shift to Visual IVR
Say Hello to Visual IVR and Wave Goodbye to Missed Customer Service Targets……..
In terms of public sector customer service, voice IVR’s have inherent limitations, and, let’s face it, your customers, citizens and stakeholders don’t love them. Endless menu trees, confusing options, poor voice recognition and limited ability to collect information (Just try entering an email address using touchtones…).
5 Key Public Sector benefits of Visual IVR:
- Reduced Call Times - Collecting important call information before connecting the caller to the agent dramatically cuts down on call handle time. In fact, we guarantee a minimum of 60 seconds! That adds up to a lot of savings and happier customers.
- Fewer Calls - By building sophisticated self-service flows in our graphical designer you can try to resolve some customer issues within the Visual IVR session, reducing the number of calls coming in to your agents.
- Better Routing, Less Zero-Outs - Because customers love navigating through a Visual IVR session, they are more inclined to provide information and select the correct menu options. By utilising this information, Visual IVR can route the call to the right agent, whilst reducing the number of ‘zero-outs’ due to customers getting frustrated with the IVR.
- Serious ROI - A typical Visual IVR implementation has a ROI of less than a month. That’s what we call a serious ROI.
- Deep Insights - Understand your customer journey like never before. See how they reach you and where they stumble. Full graphical reporting in near real-time.
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