DialOnce

What is Visual IVR ?

Updated on 12/12/2024
Discover how Visual IVR transforms the customer experience, reduces costs and optimizes omnichannel interactions for businesses.

Visual IVR: A Future-Proof Solution for Digital Customer Service

The 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.

What is IVR, and why is its use limited ?

 

I.V.R. stands for "Interactive Voice Response." By definition, it is a solution designed to qualify phone calls received by a company, a customer service department, or a Contact Center (CRC). It is interactive because the caller can interact with the system via voice prompts to clarify their intent and be directed to the appropriate resource.

Everyone has already experienced IVR: “If you are a customer, press 1. If you are a partner, press 2.” It’s an essential tool for customer relations, and its usefulness is no longer in question. However, the days when voice was the only channel available to resolve an issue are over. Voice-based systems can create customer pain points: multi-step processes, long wait times, low answer rates, and frequent repetitions are often sources of frustration for end customers. This frustration directly impacts the customer experience and their overall satisfaction.

What is Visual IVR?

 

The Visual IVR allows a call to be transitioned into a digital (and therefore visual) journey, offering an interactive digital experience accessible via an SMS link. Once the call is digitized through the Visual IVR, the customer contacting a company can better specify the reason for their call and be directed to the most suitable solution.

The Visual IVR works by transforming a traditional phone call into a smooth and personalized digital interaction. When a customer contacts a service center, they are invited to handle their request autonomously via their smartphone using an interactive IVR. For instance, after dialing a number, a voice prompt invites the customer to access a digital solution through a link sent by SMS or another messaging platform like RCS or WhatsApp. By clicking this link, the customer is redirected to a digital pathway where they can refine their query and instantly access real-time solutions. This system works for all types of calls (mobile, landline, anonymous) and can be deployed internationally. Additionally, the Visual IVR integrates seamlessly with CRM tools or existing databases, ensuring a cohesive and effortless user experience for businesses.

The Visual IVR does not replace the traditional IVR but rather complements it. The IVR directs customers to the appropriate phone resource while managing the call flow effectively.

The Visual IVR is particularly relevant in the following scenarios:

  • Reducing low-value calls by redirecting them to an autonomous digital pathway.
  • Increasing accessibility by providing a solution for 100% of incoming calls, especially outside business hours or during service overflow.
  • Prioritizing high-value calls to maximize their impact.
  • Boosting visits to customer portals to increase their ROI.
  • Supporting the digitalization of omnichannel customer relations.

Increase the Accessibility of Your Customer Service

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.

Optimize Costs by Digitizing Calls

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.

What are the advantages of Visual IVR?

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.