Radish Blog

Visual ‘Tech Help’ Increases Biomeds Productivity

Tech support in healthcare and other firms needs to do more, faster, and better.

medsupport_endoscopy_instructions

The answer comes from equipment developers, vendors, and original equipment manufacturers (OEMs), such as those for CT imaging products, utilizing visuals with voice and chat calls. Learn more in this article by 24/7:  Solutions for Healthcare Technology Management.

Alan Kay, computer science pioneer, advises how to discover the NEW

@OracleOpenWorld was packed and red hot with speakers, exhibitors, learning, and fun (#oow16).   alan-kay-computer-scientistAlan Kay, pioneering computer sciencist, shared words of wisdom.  Check out this Telecom Reseller blog post to learn how to break out of the present, learn, and embrace the NEW.  Clue:  It starts with a two -letter word.

Meet Radish at Oracle OpenWorld

Theresa Szczurek, Radish CEO, will be on site at @OracleOpenWorld.  Let’s meet to explore how ChoiceView ‘voice with visuals’ can improve your automated and live agent customer experience.  Contact info@RadishSystems.com or +1-720-440-7560 to set up a meeting now. 

Do you know what your IVR is doing?

choiceview-mobile-morphingMorphed to Mobile. You know it’s important to update your automated voice system (IVR or Interactive Voice Response) messages, but you may not know that IVR technology has seriously morphed. The world has gone mobile. Over 79.1% of USA mobile owners have smartphones and that percentage increases daily, especially as people realize they can complete many transactions on their phone.

Add Visual Information Exchange.  To keep up with the mobile take-over, IVRs must be updated to be easier, faster, and more communicative. Callers don’t have patience with older, slower, and often confusing instructions to press “5 for Billing” or whatever.

A key way IVRs are changing is by adding the exchange of visual information. It’s much quicker and easier to communicate with ‘voice with visuals’ than with ‘voice-only’ directories and information. To outshine their competitors and impress their callers, businesses are adding visual data to leverage “One picture is worth a thousand words!”

Envision the Outcomes.  Can you imagine the outcomes  if your callers stay on the call (instead of abandoning it or getting angry as they listen through endless options) and complete their desired transaction?  What if they can self-service because it’s fast and easy?

How would it change the outcomes if callers quickly reach the desired department to see/hear their current balance, a product promotion, order status, or instructions about using your products?  What if while self-servicing via a visual IVR, they can easily receive an order form with oral instructions, fill it in with numeric, alphanumeric, and multi-choice options, and send it back?  Instantly?

Increase Satisfaction.  Buying online is soaring, so e-retailers are looking for ways to efficiently respond to the demand. Adding visuals to voice calls decreases caller abandonment, improves first-call resolution rates, and increases caller understanding. Callers who can say “Now I see what you’re talking about!” are more satisfied and more willing to complete transactions, even sales, on the first call.

The ‘Voice with Visuals’ Solution.  Our ChoiceView® Visual IVR and Live Assistance solutions improve mobile communications between e-retailers and their callers. With ChoiceView, an online or ‘bricks ‘n mortar’ store can offer ‘voice with visuals’ so that callers can make better choices and buying decisions.  Customers can call from anywhere, including from the store itself for clarification about promotions or items. With ChoiceView ‘voice with visuals’ added to your IVR and contact center, your customers will be pleased, buy more quickly and return again.

Listen to ChoiceView in action:  http://www.radishsystems.com/audios/gmvoices_podcast_062116.mp3

How to Improve E-commerce?

E-retailers are booming.  More and more buyers are going onlinpants commerce screenshote.  Yet there are opportunities to improve the customer experience while increasing the shopping cart size and decreasing abandonments.   How can we further improve e-commerce?

How?

The answer comes from using ‘voice with visuals.’  Here’s why.

  • 87% of USA adults have access to Internet browsers and increasing (http://www.internetlivestats.com/internet-users/ ).
  • The world has gone mobile. > 79.1% of USA mobile owners have smartphones and increasing. 5 million people in the U.S. owned smartphones (79.1 percent mobile market penetration) during the three months ending in January 2016.

Add True Visual IVR and Visual Live Assistance

Adding visual capabilities to an existing or new Interactive Voice Response (IVR) system allows instant 2-way, ‘voice with visuals’  sharing for all callers during standard voice calls. Callers can see visuals while talking via a mobile app on a smart device, or simply using a browser on a smartphone, tablet, PC, or Mac. For shoppers, it’s a welcome change to call a company and both see and hear information.

A True Visual IVR provides callers with:

  • Easy-to-navigate, tappable visual menus
  • Easy-to-submit visual content
  • Easy-to-understand, fast visual responses from the IVR
  • If needed, easy transfer to a website or live agents for continued ‘Voice with Visuals’ collaboration.

For e-commerce organizations, vendors, and OEMs, a True Visual IVR also–

  • Originates calls from/to any phone and any network
  • Launches from a phone call, through a mobile app, or at a website
  • Provides secure, fully encrypted data transactions
  • Sends caller data to live agents, if call is transferred
  • Upgrades existing or new IVRs via script changes only, with NO new hardware or source code.
  • Realizes significant IVR cost savings by eliminating some of the text-to-speech conversions. ()

Share Visuals While Talking / Texting

ChoiceView® from Radish Systems is an example of an over-the-top solution to transform voice or text calls into efficient ‘Voice with Visuals’ interactions.  Here are some key capabilities:

  • Improves self-service and live agent calls. This ChoiceView technology transforms existing or new automated phone systems such as Interactive Voice Response (IVR) systems into true Visual IVRs. Additionally it augments live person interactions into visual live assistance.
  • ChoiceView transforms Voice-only calls into ‘Voice with Visuals’ lines with secure transport of information.
  • Compatible with existing infrastructure. Allows callers to use any phone/device, any network.
  • Shoppers can save visuals for later use.
  • A variety of Visuals can be exchanged – order status, merchandise photos, FAQs, forms, web pages, and more.

Retailers and Original Equipment Manufacturers Don’t Be Left Behind.

  • Are you an IVR, Virtual Assistant, Contact Center, or CRM firm that would like to quickly offer these capabilities over-the-top of your solution?
  • Are you a retailer that wants to quickly move to improve the customer experience, shorten average handling times, improve first call resolution, and have more call containment in the IVR?

No problem.   ChoiceView APIs and SDKs allow this capability to easily be added to existing or new IVRs and live assistance contact centers.

Check out http://www.radishsystems.com/products/ to see a demo video  or  learn more about enhanced commerce solutions at http://www.radishsystems.com/solutions/commerce-solutions/