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See how the market transitions from traditional Voice IVR challenges to a new experience on Visual IVR, improving customer service and cutting costs for the organization.
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© 2014 Jacada, Inc. All rights reserved.
From Voice to VisualHow to solve customer IVRfrustration and save money
© 2014 Jacada, Inc. All rights reserved.
Most consumers prefer getting in contactwith a service provider by phone when
they have a problem to resolve
© 2014 Jacada, Inc. All rights reserved.
© 2014 Jacada, Inc. All rights reserved.
BUT…they have to go through the IVR
© 2014 Jacada, Inc. All rights reserved.
© 2014 Jacada, Inc. All rights reserved.
© 2014 Jacada, Inc. All rights reserved.
Why is this happening?
© 2014 Jacada, Inc. All rights reserved.
The original purpose of the IVR has not been accomplished
Complexity of services & offering Impatient consumers+
• “zero out” & longer calls• Hang ups and angry customers
© 2014 Jacada, Inc. All rights reserved.
© 2014 Jacada, Inc. All rights reserved.
Why not visualizethe IVR Experience?
© 2014 Jacada, Inc. All rights reserved.
Make existing IVR menusvisually accessible
on mobile and home computers
Consumers can see and touchtheir way through the menu
© 2014 Jacada, Inc. All rights reserved.
Are you phoning about:
Support
Sales
Branch Locator
Other
Is the nature of your support call regarding:
Troubleshooting an issue
Ordering a replacement part
In order to properly route your call,please provide your warranty service tag located on the bottom of your computer (eg. 5dy7x):Service Tag ID: [ ]
Thank you. We have all the information you provided and are ready to connect you.
Mr. John DoeTel: 0044907907916 Silverman Rd. UK
Please select:
Call
Chat 7FGKLA
© 2014 Jacada, Inc. All rights reserved.
© 2014 Jacada, Inc. All rights reserved.
Visual IVR Benefits
Click “Call”to connect
No need torepeat info
Use on the go
See and chooseyour option
Click “Back” when not sure
BACK CALL
© 2014 Jacada, Inc. All rights reserved.
Go visual – beyond existing menus
Increased visual IVR menu flows to enable ever greatervisual self service capabilities
for consumers
Drag & Drop, no coding, “click” to publish on anyone
of your customer service channels: web, chat, IVR
Companies can shortenthe length of calls and/or avoid them all together
© 2014 Jacada, Inc. All rights reserved.
Summary
Reducecosts
Be innovative!
Increase ROI
Improveself service
Improve customer satisfaction
© 2014 Jacada, Inc. All rights reserved.
Just visualize it!
Visual-IVR.com
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