The phone channel remains the preferred solution for customers to contact a company. However, with the rise of digital and the diversification of available channels (Chat, FAQ, Forms, Call-back...), Visual IVR is becoming essential.
IVR stands for "Interactive Voice Response". By definition, it is a solution designed to qualify incoming phone calls received by a company, customer service, or a Customer Relations Center (CRC). It is interactive because the caller can engage with the system through voice prompts to indicate their intent and be directed to the appropriate resource. Everyone has encountered IVR before: "If you are a customer, press 1. If you are a partner, press 2." It is a fundamental tool in customer relations, and its usefulness is well established. However, the era when voice was the only available channel for resolving issues is over. Voice interactions often create customer frustrations: multi-step journeys, long wait times, low answer rates, and frequent repetitions are common sources of dissatisfaction. This frustration directly impacts the customer experience and overall satisfaction
Visual IVR turns a traditional phone call into an interactive digital journey. When a customer contacts a service, a voice message invites them to continue on their smartphone via a link sent by SMS, RCS or WhatsApp. With one click, they leave the voice channel and access a clear, guided digital interface.
This shift to digital replaces long and restrictive voice menus with a simple and intuitive visual experience. The customer can precisely state their need, follow a self-service path and instantly access the solutions best suited to their situation.
Visual IVR works with all types of calls (mobile, landline or anonymous numbers) and can be deployed at scale, including internationally. Connected to existing CRM systems and databases, it ensures seamless information continuity and accurate routing, while making the customer journey smoother and reducing effort for both the company and the user.
Visual IVR does not replace traditional IVR, it complements it.
The IVR still routes calls to the right department and manages call flows.
Visual IVR handles part of the requests directly on the customer’s smartphone. It is used to:
Visual IVR offers numerous benefits for managing incoming calls, enabling:
A concrete example: when a customer contacts the Customer Relations Center (CRC) and the call cannot be handled, whether outside business hours or when all agents are busy, an alternative is provided. Thanks to Visual IVR, the customer is automatically redirected to a digital solution available anytime, significantly improving the accessibility of your customer service.
Another use case: when a customer calls for a low-value request, Visual IVR encourages them to switch to a digital journey. This allows them to handle their request independently, reducing the volume of calls handled by agents. This approach leads to more efficient resource management and a significant reduction in operational costs.
From the outset, Visual IVR helps reduce the abandonment rate of customers who no longer wish to wait on hold. In terms of ergonomics and UX, customers are therefore more inclined to specify their reason for contact through a visual rather than a voice-based journey.
Reachability: the primary advantage is optimizing a company's reachability by ensuring a response to 100% of incoming calls, regardless of agent availability.
Customer experience: from the very start of their journey, the customer is directed toward the best solution. They can find their answer quickly with minimal effort, this is, in fact, the definition of a satisfying customer experience.
Digital transformation: when a company invests time and resources in implementing digital solutions, making customers aware of these tools can be challenging. However, Visual IVR facilitates the use of these solutions, which are often more efficient and cost-effective.
Agility: managing contact journeys often requires the intervention of technical teams, making the implementation and optimization of these tools long and costly. In this context, Visual IVR empowers business teams, allowing them to make real-time improvements independently.
At DialOnce, we firmly believe that the future of customer relations lies in innovative omnichannel solutions designed to put users at the center of every interaction. Our tools, including Visual IVR, enable businesses to tackle strategic challenges such as cost reduction, improved customer satisfaction, and seamless omnichannel journeys. As a leader in the Visual IVR market, DialOnce has been digitizing over 15 million calls annually for nearly a decade!
As part of their digital transformation, several companies have leveraged our solutions to address specific challenges:
Nickel, operating in the financial sector and facing rapid growth, sought to reduce calls that did not require a customer service representative, accounting for nearly 30% of interactions. By deploying simple and intuitive digital tools combined with a high-performing Visual IVR, the company successfully promoted self-care and significantly decreased customer service requests. Within a few months, wait times were reduced by one minute, call abandonment rates were cut in half, and nearly 28% of calls were redirected to autonomous digital solutions.
"DialOnce's Visual IVR has enabled us to improve the customer experience while helping to control our flows and therefore our costs. It's a tool that's perfectly adapted to our customers and their behaviors, because it combines the simplicity of the telephone channel with the fluidity of a web-based pathway. The result: customers are more autonomous and find the solution to their problem more quickly!"
Ilias El Basri
Head of Operations, Nickel
This example demonstrates how a well-designed solution can simultaneously meet customer expectations and operational needs. With DialOnce, every interaction is optimized to enhance customer relations while fostering a seamless, user-friendly, and digitally driven experience.
