Customer care services are very important as they help customers get answers to various queries regarding the various services they are using. There are many technologies used in call centers in efforts to serve customers efficiently. The most common known type system is called interactive voice response systems or rather an IVR system. This system is capable of substituting call center agents. There are some companies which use this system to solely serve their customers. However, this system has a lot of setbacks and limitations which make companies think twice before opting for this method. Interactive voice response systems cannot serve all clients as there are some queries or questions which these interactive voice machines cannot handle. As a result, Visual IVRS systems were introduced to override the limitations and setbacks caused by using the traditional interactive voice response systems. Visual IVRs can be described as the described as a new edge-cutting technology that has taken customer support to another level. When a person interacts with the Visual interactive voice response system, the Smartphone technology allows them to gain access to the mobile web application while still on call. This enables customers to gain access to options they hear from the Interactive voice system. Companies which opt for this technology, have an improved customer care experience. Visual IVRS is unique as customers need to have smartphones in order to enjoy this service. A perfect example of a Visual IVR system is the Aino application. Aino application is India’s first customer service platform that uses Visual IVR system. This application has enabled many companies to improve their customer care experience at very affordable rates. This means that customers can easily navigate through the system. That’s not all; the Aino application has connected many users with over 200+ brands within India. Customers using this application no longer have to wait for on IVRs in order to be served. Aino application provides its users with two options. Namely; call back services and self-services. These two services have helped many brands reduce the cost of their customer service. It also provides lead generation. Here are some advantages associated with the use of the Visual IVRs: Reduced Human Interaction As seen above, Visual IVRs system aims at providing self-care services to various customers across different platforms. It is evident that this technology aims at reducing human interaction between customers and human call agents. Customers ca, therefore, access different information faster and effectively. Cost Saving The Visual IVR system is capable of reducing the cost of managing and running a company. This is because it emphasizes on self-care. In addition, Visual IVR systems are affordable compared to other platforms. Reduced call center dependency Visual IVRS systems can significantly reduce call traffic in a Call Center. This is because customers have alternative means of getting information apart from the traditional way of only contacting customer care representatives. Customers can either use the self-service option to get certain information or request the service provider to contact you. Zero Setup Fee One advantage associated with the use of Visual IVR systems is that it requires a zero set up fee. This feature makes it convenient for use by both small and big companies. Faster customer interaction Customers are able to get answers faster as there is nothing like waiting on hold for minutes or even hours. Customers have an option of choosing either the self-care services or request a call back service. Customers no longer have to wait for a long period before being served. Enhanced user experience Visual IVR has enhanced users’ experience. This is because customers have multiple options to choose from when seeking help. Companies using Visual IVRs have improved a lot when it comes to customer experience. Customers always love systems which are can be easily navigated through the application with a lot of ease. Eliminates human error Visual IVRs are programmed to function in a certain manner depending on how they have been programmed. This eliminates human errors which might occur when using other systems. A perfect example is directing calls to a wrong department. In Line with customers behaviors
Visual IVRs systems are very flexible when it comes to serving various customers. As a result, a customer can choose the most suitable option of accessing information. It can be either through the self-care platform or speaking to a call center agent. Reasons why people hate the traditional interactive voice response systems Here are some of the reasons why people hate IVRs systems:
Diminish cost Visual IVRS intend to reduce the cost incurred in operating a call center. It intends to serve a high number of customers compared to a human agent. Self-service experience Through the use of IVR systems, customers can access the self-care menu without the need of contacting customer care agents. Why should Companies use Visual IVR systems? This question has been asked over and over again. Here are some reasons why Companies should consider installing this system in their various call centers:
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Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
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