visual ivr use cases

© 2013 Jacada, Inc. All rights reserved.

IVR Use Cases

-or- Teach your IVR new

tricks!

Jacada Webinars September 2013


Agenda

» A Quick Look at IVR’s

» Visual IVR

» Interesting Visual IVR use cases


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.

…”


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


People don’t hate IVR self service,

They hate BAD self-service

1. You’re forced to listen to long introductory prompts.

2. The menu options are so long you can’t remember which one you should have chosen

3. The menu options are confusing…should I choose 3…no wait..2…yes 2.

4. No clear navigation path. How do I go back? Let me try *. No…that took me back to the beginning.

5. 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?


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


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’


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.


Integrates to your website, too!

» Many users will use the Contact link on your website

» Visual IVR can be embedded in your website


Allows “visual only” IVR extensions

Supports alphanumeric data


No repeating information


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…


How does it work?

1

2

3

4

6

5


Use Cases


The Kidnapping

Express


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


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.


On-the-spot

Troubleshooting


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


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.


It cost me what?


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


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


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



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


Business Case

Benefits for your customer Benefits for your business

Dramatically reduced costs

• Call avoidance due to less “zero outs”

• Lower IVR and Telephony charges

Reduced call times

• Rich screen pop means less repeating

• Better routing due to less “zero outs”

Easy implementation

• Reuses your existing IVR scripts

• No additional scripts to maintain

Easy visual navigation

• No listening to complete menu trees

• Quick access to desired selection

No repeating of information

• Rich screen pop

• Less customer frustration

Better customer service

• Reduced call times

• Reduced hold times


Visit www.visual-ivr.com

http://visual-ivr.com/?pk_campaign=WebinarSept2013&pk_kwd=LinkInSlideDeck

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