From voice to visual

© 2014 Jacada, Inc. All rights reserved.

From Voice to VisualHow to solve customer IVRfrustration and save money


Most consumers prefer getting in contactwith a service provider by phone when

they have a problem to resolve



BUT…they have to go through the IVR




Why is this happening?


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



Why not visualizethe IVR Experience?


Make existing IVR menusvisually accessible

on mobile and home computers

Consumers can see and touchtheir way through the menu


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



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


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


Summary

Reducecosts

Be innovative!

Increase ROI

Improveself service

Improve customer satisfaction


Just visualize it!

Visual-IVR.com

Technology

From voice to visual