What is Visual IVR:

Zeroing out, dead ends and call abandonment are common pains customers experience when interacting with IVR systems. If your customers are having trouble listening and navigating through multiple options and are forced to zero out and repeat information, your company is at risk of losing vital business.

What are we afraid of?

We all realize the benefits of mobile customer service. Our customers are there and so should we be. It’s not enough anymore to just have a static web-like presence on just any app. It needs to be dynamic and current, with the ability to provide customers with accurate real-time information and advanced self service capabilities.  That’s true mobile customer service.

Why don’t we like IVRs?

IVR and mobile are like water and oil, they simply don’t mix. Listening to lengthy call trees while constantly pulling the phone away from the ear to press the right number is tedious and time consuming. Poor voice quality and inadequate voice recognition only add to the frustration of customers when trying to listen to their desired option only to hit a dead end. 

By: Guy Yair

The unprecedented growth in mobile device adoption has given rise to the mobile consumer. There should be little doubt that mobile will become the largest engagement channel in the near future. The mobile consumer is forcing your customer care organization to adopt a new customer support strategy that meets the real-time, on-demand nature of a mobile user.

Providing a rich mobile customer service support channel, however, is far from easy. It comes with unique challenges, from chasing different device types and operating platforms, to the complexity of adding yet another support channel. The good news is that a well-executed mobile self-service strategy delivers more than a good customer experience - it comes with a significant and tangible ROI.

To achieve that goal, three different, significant and measurable ROI metrics associated with mobile self-service need to be addressed:

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