How To Provide Technical Support Without Engaging Live Help & By Using Your IVR?

For most web, mobile, TV and cable users, encountering the “No reception – please contact your service provider for further assistance” message or having to reset a model or configure a product is a matter of contacting tech support. 

More frustrating than being deprived of your favorite TV show or social media is the daunting experience of trying to reach the technical support department via the company’s IVR system. Listening to multiple and confusing options, and finally, after pressing the correct digit, having to wait on the line for a representative that may or may not become available in the next five to fifty minutes, depending on inbound call volume.

Why Not See, not Listen, to the IVR?

Organizations can visualize the exiting IVR menu to enhance the customer experience.  Visual IVR will not prevent subscribers from receiving problem alerting messages, but will eliminate the poor customer experience derived from traditional IVRs all together. Visual IVR is a visual representation of the existing IVR technology, personalized with real time customer data and easily accessible by customers anytime, anywhere and from any device.

Scheduling a technician, paying a bill, editing customer-specific information and even resetting a modem or configuring a product are all actions performed by customers, using exiting IVR menus. With a visual IVR menu, they can now perform these actions without having to wait on the line, repeat information and in many cases, eliminating the need to engage live agent support.   

Visual IVR: No Dialing, No Waiting, No Pain – Many Gains!

Instead of dialing into the company’s IVR system, customers simply log into the company’s website or launch a mobile app to access a user-friendly, visual IVR menu. There, customers are guided through the visual interface, quickly leading them to efficient and real-time solutions.  

Assuming the customer requests live assistance, the visible path taken and data entered in the Visual IVR is available to the technical support representative, enabling a warm and seamless transition to the contact center, chat or call back.

Visual IVR Drives Efficiencies and Immediate Results

Giving customers direct and continuous access to visual technical support without having to dial into the call center, listen to endless options and wait on the line, is a win-win solution, generating immediate results for the customer and the business.

Less inbound calls make it into the call center and those that do, are significantly shorter. Consequently –  average handling time drops, wait time decreases if not eliminated all together, and the customer experience is dramatically improved by providing efficient solutions that customers can retrieve from anywhere, anytime and from any device.  

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  1. Having designed one of the grandfathers of visual IVR 8 years ago I have watched the growth of this strategy explode over the last couple of years with interest and of course great pride.

    Gali I think your blog still understates the benefits and savings that people are seeing so I just wanted to confirm on the designs I have done or reviewed that everyone has done this seen an ROI that massively exceeds the investment and that all of them have seen a Customer value improvement. This is not just a good idea but will become common practice over the next few years. With features that support this being now built into the main smart phone operating systems I expect Visual IVR to become a standard customer expectation very soon.

    At the heart of this is the reduction of effort for customers and organisations alike and its not just good business – its common sense.


  2. Agree 100% with the concept because business communications is not just about a voice conversations, but the exchange of information. Speech is fine natural language input, but very limited for informational output. That’s where Visual IVR tools come into play.

    However, there is still the challenge of properly designing the interaction interface for self-service applications, so that live assistance wll be minimally required. (If necessary, "click-for-assistance" can be invoked.) Professional design and implementation services are rapidly coming into play, especially as "mobile apps" are exploiting hosted "cloud" implementations.


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