Trends
< Back to the blogThe telephone channel remains the preferred method for customers to contact a company. However, with the emergence of digital technology and the diversification of available channels (Chat, FAQ, Forms, Call-back, etc.), Visual IVR becomes indispensable.
A concrete example: when a customer contacts the Contact Center (CRC) and the call cannot be handled, either outside of business hours (OBH) or when all agents are busy, an alternative is offered. Thanks to the Visual IVR, the customer is automatically redirected to a digital solution accessible at any time, significantly improving the accessibility of your customer service.
Another use case: when a customer calls a company for a low-value reason, the Visual IVR encourages them to switch to a digital pathway. This allows the customer to handle their request independently, reducing the number of calls handled by agents. This approach leads to more efficient resource management and a significant reduction in operational costs.
Discover the 12 reasons to digitize your phone calls.
The Visual IVR immediately reduces customer abandonment rates by addressing the frustration of waiting in line. In terms of ergonomics and UX, customers are more inclined to clarify their reason for contact through a visual journey rather than a voice-based one.
Accessibility: The primary advantage lies in optimizing the company’s accessibility. Providing a response to 100% of incoming calls, regardless of agent availability, ensures uninterrupted service.
Customer Experience: From the beginning of their journey, the customer is guided toward the best solution. This allows them to find their answer quickly and with minimal effort—precisely the definition of a satisfying customer experience.
Digital Transformation: When a company invests time and resources into implementing digital solutions, it can often be challenging to promote their adoption among customers. The Visual IVR encourages the use of these tools, which are often more efficient and cost-effective.
Agility: Managing contact journeys often requires intervention from technical teams, making the implementation and optimization of tools a lengthy and expensive process. The Visual IVR empowers business teams with autonomy and agility, enabling them to make real-time improvements effortlessly.
At DialOnce, we firmly believe that the future of customer relations lies in innovative omnichannel solutions designed to put the user at the center of every interaction. Our tools, such as the Visual IVR, empower companies to tackle strategic challenges like 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 transformation, several companies have leveraged our solutions to address specific challenges:
Nickel, operating in the financial sector and experiencing rapid growth, sought to reduce calls that did not require advisor intervention, which accounted for nearly 30% of interactions. By implementing simple, intuitive digital tools combined with an efficient Visual IVR, they successfully promoted self-care and significantly decreased service center requests. Within a few months, wait times were reduced by one minute, call abandonment rates were halved, and nearly 28% of calls were redirected to autonomous digital solutions.
This example illustrates how a well-calibrated solution can meet both customer expectations and companies' operational needs. With DialOnce, every interaction is optimized to strengthen customer relationships while fostering a smooth, user-friendly, and digitally-driven experience.