Visual IVR Use Cases

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Companies are searching for ways to enhance their IVR investment in order to become more effective, but they also know that their customers really don't like their IVR. “Please listen carefully as our menu options have recently changed…” is no longer the best route to an excellent customer service experience.

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Visual IVR Use Cases

  1. 1. IVR Use Cases -orTeach your IVR new tricks! Jacada Webinars September 2013 © 2013 Jacada, Inc. All rights reserved.
  2. 2. Agenda » A Quick Look at IVR’s » Visual IVR » Interesting Visual IVR use cases © 2013 Jacada, Inc. All rights reserved.
  3. 3. Your Reaction? “Thank you for calling. Please listen carefully as our menu options have recently changed. For billing inquiries, please press 1. For account changes, please press 2. For cancellations, please press 3. …” © 2013 Jacada, Inc. All rights reserved.
  4. 4. Warning Signs for your IVR The canary in the coal mine 1. Your IVR “Zero-Out” rate is more than 7% 2. When customers reach an Agent, they’re already frustrated! 3. The percentage of call transfers inside your call center is excessive. 4. Your website is listed on sites instructing callers how to zero-out 5. You don’t want to call your own call center! *No Canaries were harmed during the making of this presentation © 2013 Jacada, Inc. All rights reserved.
  5. 5. People don’t hate IVR self service, They hate BAD self-service 1. 2. 3. 4. 5. You’re forced to listen to long introductory prompts. The menu options are so long you can’t remember which one you should have chosen The menu options are confusing…should I choose 3…no wait..2…yes 2. No clear navigation path. How do I go back? Let me try *. No…that took me back to the beginning. Why should I enter anything in here when the first thing you’re going to do when I connect is ask me the information again? © 2013 Jacada, Inc. All rights reserved.
  6. 6. Mobile doesn’t help the problem •Customers are quickly frustrated with IVR systems •IVR does not lend itself well to the “mobile mindset” •Easier to just “zero-out” then to navigate the tree © 2013 Jacada, Inc. All rights reserved.
  7. 7. Goals » Channel more of these calls into an effective self service offering » When the customer calls, know more about them and what they want » Decrease the amount of ‘zero-outs’ © 2013 Jacada, Inc. All rights reserved.
  8. 8. The solution: Visual IVR Provides an easy to use visual interface based off of your IVR, driving the proven benefits of your IVR into the mobile and web. © 2013 Jacada, Inc. All rights reserved.
  9. 9. Integrates to your website, too! » Many users will use the Contact link on your website » Visual IVR can be embedded in your website © 2013 Jacada, Inc. All rights reserved.
  10. 10. Allows “visual only” IVR extensions Supports alphanumeric data © 2013 Jacada, Inc. All rights reserved.
  11. 11. No repeating information © 2013 Jacada, Inc. All rights reserved.
  12. 12. Visual IVR Delivers a Better Experience Visual is far more efficient than listening to audio Lower numbers of “zero-outs” because people will use it Not uncommon for introductory prompt and menu to be over one minute… © 2013 Jacada, Inc. All rights reserved.
  13. 13. How does it work? 1 4 5 2 3 © 2013 Jacada, Inc. All rights reserved. 6
  14. 14. Use Cases © 2013 Jacada, Inc. All rights reserved.
  15. 15. The Kidnapping Express © 2013 Jacada, Inc. All rights reserved.
  16. 16. The Kidnapping Express Certain regions in Latin America face huge security concerns as it relates to individual safety. • Hailing a cab can be a hit or miss affair. • Locked in the cab and driven from ATM to ATM where you are forced, at gun point, to withdraw cash until you reach your limit. • You are then dropped off in a remote area. Sometimes you are found safe if you are lucky, sometimes with a hole in your head • © 2013 Jacada, Inc. All rights reserved.
  17. 17. The Kidnapping Express The Solution • • Utilize the IVR of a well known taxi company, and extend it visually to the smart phone Layer in the additional capability to leverage device capabilities so that photos of both the driver and passenger are exchanged ahead of time. © 2013 Jacada, Inc. All rights reserved.
  18. 18. On-the-spot Troubleshooting © 2013 Jacada, Inc. All rights reserved.
  19. 19. On the spot troubleshooting • • • • A provider of communication equipment (install and service). Relies heavily on third party contracting resources who are not always trained in the latest company equipment Contractors go on-site to customer premises and faced with challenging troubleshooting issues, necessitating calls to the companies call center Lengthy diagnostic call flows ensue © 2013 Jacada, Inc. All rights reserved.
  20. 20. On the spot troubleshooting Solution • • • Enhanced their IVR trees to provide sophisticated trouble shooting Used Visual IVR to extend these flows to the mobile device. Technicians now able to resolve their issues without placing a call to the call center. © 2013 Jacada, Inc. All rights reserved.
  21. 21. It cost me what? © 2013 Jacada, Inc. All rights reserved.
  22. 22. It cost me what? • • • • Large national cellular provider with millions of subscribers. Over 600k subscribers travelling internationally per month Hit with data roaming charges Advised to change plan, but calling the 1-800 number when abroad is cost prohibitive © 2013 Jacada, Inc. All rights reserved.
  23. 23. It cost me what? Solution • • • Proactively send you a text message at the border or in the international terminal Provide a link that links to Visual IVR which allows you to select, compare and purchase an international package Can use Visual IVR when roaming because the connection is data based so can use local wi-fi © 2013 Jacada, Inc. All rights reserved.
  24. 24. Don’t stay thirsty © 2013 Jacada, Inc. All rights reserved.
  25. 25. Don’t stay thirsty • • Large beverage company receives orders from restaurants for resupply. Often orders not placed resulting in non-delivery and calls to the call center © 2013 Jacada, Inc. All rights reserved.
  26. 26. Don’t stay thirsty Solution • • • Leverage the IVR ordering process and extend it visually Restaurants and Kiosks can now conveniently re-order directly from their smart phone Increased adoption resulting in more frequent order placement © 2013 Jacada, Inc. All rights reserved.
  27. 27. Business Case Benefits for your customer Benefits for your business Easy visual navigation Dramatically reduced costs • No listening to complete menu trees • Quick access to desired selection • Call avoidance due to less “zero outs” • Lower IVR and Telephony charges No repeating of information Reduced call times • Rich screen pop • Less customer frustration • Rich screen pop means less repeating • Better routing due to less “zero outs” Better customer service Easy implementation • Reduced call times • Reduced hold times • Reuses your existing IVR scripts • No additional scripts to maintain © 2013 Jacada, Inc. All rights reserved.
  28. 28. Visit www.visual-ivr.com © 2013 Jacada, Inc. All rights reserved.

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