What is Visual IVR ?

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 enables switching a phone call to a digital journey, offering an interactive online experience accessible via an SMS link. This system is fully aligned with the digitalization of IVR, transforming a traditionally voice-based tool into a more intuitive and seamless digital interface. Once the call is digitized through Visual IVR, customers looking to contact a company can better specify their reason for calling and be directed to the most suitable solution.

Visual IVR works by transforming a traditional phone call into a seamless and personalized digital interaction. When customers contact customer service, they are invited to complete their request independently via their smartphone through an interactive IVR system. For example, after dialing a number, a voice message prompts the customer to access a digital solution via a link sent by SMS or another messaging platform such as RCS or WhatsApp. By clicking the link, the customer is redirected to a digital journey where they can categorize their request and instantly access the most relevant solutions in real-time. This system works for all types of calls (mobile, landline, anonymous) and can be deployed internationally. Additionally, integrating Visual IVR with CRM tools or existing databases ensures a seamless and effortless user experience for businesses.

Visual IVR does not replace traditional IVR but complements it. While IVR directs the customer to the right phone support and manages call flow, Visual IVR is particularly useful in several scenarios:

Reducing low-value calls by redirecting them to a self-service journey.

Increasing accessibility by providing a solution for 100% of incoming calls, especially outside business hours or during high call volumes.

Prioritizing high-value calls to ensure they receive immediate attention.

Boosting visits to customer portals to maximize their return on investment.

Visual IVR offers numerous benefits for managing incoming calls, enabling:

Increased customer service accessibility

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.

Cost optimization through call digitization

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.

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.