The Reality of Interactive Voice Response Systems
Contact just about any company these days, and you are typically greeted by some type of self-service interactive voice response system that asks you to listen to a labyrinth of menu options and respond by pressing a number on your telephone keypad or speaking in your natural voice. All of this occurs before you speak to a service representative.
There is no disguising the fact… IVR systems are a serious point of pain for most callers. A recent Purdue University study revealed that 92% of US consumers form their image of a company based on their experience using the company’s call center. More strikingly, the study found that 63% of consumers stop using a company’s products based on a negative call center experience. That number rises to 100% for consumers between ages 18 and 25.
The call center experience starts with the IVR.
According to Boston-based consultancy Yankee Group, “If self-service is not done right, the results can be worse than not doing it at all. Failure can result in increased call volumes, dissatisfied customers and defections.” Poor application design can also increase agent turnover, as customers take out their frustrations on harried agents.
Easing the Pain -
“One Picture is Worth a Thousand Words”
With ChoiceView, your callers can both hear and see information transmitted by your IVR system. With the ChoiceView App on their 3G+ mobile device, users instantly see the menu options instead of listening to long sequential lists. They quickly navigate the phone tree submenus by tapping their selection from a ChoiceView visual menu delivered by your IVR to their iPhone or iPod touch, and receive pertinent visual information in response instead of the typical, sometimes lengthy audible messages. Studies show that visual information increases understanding by 50 percent or more. Random inquiry of individuals shows that if offered a choice between a visual menu on their mobile phone versus listening to a long-winded phone tree, most would opt for the visual menu. ChoiceView-enabled IVR systems can significantly reduce the pain and call length for your callers, improve overall customer satisfaction levels, and drive more business to your organization.
Competitive Leap in IVR Technology
ChoiceView provides many capabilities for your existing IVR system that have never existed before now. It allows you to offer innovative ways to interact with your callers while decreasing your call processing expenses and improving the overall customer experience. ChoiceView is a giant leap forward in comparison to the standard IVR interface of voice prompts and touchtone/DTMF (dual tone multi frequency entry).
More Completed Transactions in Less Time, Less Cost
ChoiceView-enabled IVRs increase caller productivity by decreasing transaction time mistakes and abandonment rates. Callers see and hear information simultaneously. They find ChoiceView easy to use, allowing them to be more efficient, obtain information quickly and accurately, make better selections, and enhance their experience with your organization. Your organization, in turn, realizes reduced operating costs, retained customers and employees, and increased bottom line profits.
ChoiceView IVR Capabilities NOW!
- License the Radish ChoiceView REST API to convert your IVR to a Visual IVR
- Outsource your IVR needs to run on Radish’s or another ChoiceView Alliance member’s hosted IVR.
Provide Better Product Support
Remembering which option to select can be difficult when presented with a long, sequential list of voice-only options. With ChoiceView, all options are delivered instantly to a mobile device (iPhone or IPod touch), saving time and frustration. For example, a caller contacts his ChoiceView-enabled PC supply company about the status of his PC repair. The caller (1) sees a visual menu of the options and quickly taps the Check Repair Status option and (2) is presented with another screen that allows him to enter his repair ticket number. Immediately (3) he receives all the needed status information he needs and understands when his PC will be returned to him. He saves this visual information by tapping ‘+’ on the ChoiceView screen and later reviews it by pressing ‘History.’ The entire ChoiceView transaction takes half the typical call time and the caller is pleased with the firm.