Today’s tech-savvy customers are always on-the-go. With intuitive, fast, Internet-connected smartphones came the expectation to have just as simple and swift interactions with brands and customer service. Many customers prefer to troubleshoot on their own and, whenever possible, skip the wait on the phone or chat queue to speak with a live agent. Unfortunately, too many IVR menus provide routing to an agent instead of helping customers perform self-service.
In the past, the only IVR menus available were non-visual. Today, though, visual and touchscreen IVR is being adopted by modern contact centers. With visual IVR, the interface has a visual menu for customers to access. After logging in online or via an app, the customer can easily find their way through the menu. Not only are visual IVR menus easier to understand, but they’re faster, too. For example, a phone IVR menu may take 30 seconds to listen to, while it can take less than 5 seconds to scan a visual IVR menu and make a selection.
Various types of visual content can be included in a visual IVR interface, including:
•Tap-able menus
•Documentation and PDFs
•Forms
•Photos and videos (instructional, for example)
•Web pages
•Documentation and PDFs
•Forms
•Photos and videos (instructional, for example)
•Web pages
Visual Content and Comprehension
According to various studies, visual content can improve comprehension. Where a verbal summary of a menu option may be difficult to understand, a visual representation can be easier to interpret. This is especially useful for hearing-impaired customers. Customers can make quicker decisions, which means they can get quicker solutions.
Communicating with Live Agents
Every IVR menu should have the ability to chat with a live agent, either via the phone or online. Every move that the customer made throughout the IVR menu while conducting self-service can be communicated to the agent so that they can pickup exactly where the customer left off. Visual content can also be accessed and shared during a live call. For example, if the customer is having a problem with the website, they can send a screenshot to the agent while they’re on a live call with them.
Advanced IVR menus help contact centers manage their call volume, reduce wait time and increase customer loyalty, resulting in higher profits. At the same time, consumers can quickly access their account information, get routed to the right department, avoid long hold times and have an overall positive experience.
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