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February 10, 2022

What is Visual IVR and How Does it Enhance the Customer Experience?: A Case Study

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Visual IVR is exactly what it sounds like: a visual representation of Interactive Voice Response prompts.

Calling a company’s customer service line and having to endure endless prompts, transfers, and “sorry, could you repeat that” is never pleasant. Experiences like that only serve to further increase an already irate calling customer’s level of annoyance. Luckily, there exists one simple solution that contact centers can implement to enhance the customer experience: visual IVR.

Visual IVR defined

Visual IVR is exactly what it sounds like: a visual representation of Interactive Voice Response prompts. Instead of having to call in and go through a long-winded series of automated questions and answers, customers simply use their mobile phones to navigate to a company’s website to contact them. There they find the same questions and answers they’d find in a company’s traditional IVR, except visual IVR allows them to answer questions that lead them to the answers they need or routes them to the right agent. The IVR transfers collected information to the answering agent so that customers don’t have to repeat themselves. 

Visual IVR is exactly what it sounds like: a visual representation of Interactive Voice Response prompts.

Some visual IVR systems also allow customers to choose what type of channel to use to connect with an agent once they reach the end of the prompts, such as chat or phone. Visual IVR removes much of the additional frustration that a traditional IVR could potentially cause and allows for a much more convenient customer experience. 

Why visual IVR is the perfect solution in the call center

Visual IVR significantly enhances customer experience, eases agents’ workflows, and streamlines call center operations. Here’s how:

  • Encourages self-service
  • Reduces overwhelming inbound call volume for stressed out agents
  • Cuts costs associated with excessive inbound volume
  • Widens marketing outreach via ads displayed on mobile screens
  • Personalizes the customer experience 
  • Removes security concerns customers may have about sensitive information
  • Omnichannel opportunities 
  • Reduces average handle times (AHT)
  • Eliminates unnecessary wait time for customers

Visual IVR: A case study

LiveVox recently held a case study and interviewed one client, a large national retail company, with several call centers in different states. The client had been using the traditional IVR system to capture inbound order tracking calls for over 10 years and noticed that customer service satisfaction dipped over time as the company grew. They found that despite the IVR set in place, customers still wound up talking to a live agent 60% of the time and agents’ AHT was perpetually high. Agents were burnt out and turnover rates were always a little higher than the norm. In addition, the client did not offer 24/7 customer service for their customers nor did they provide self-service options that customers could access at any time.  

LiveVox recommended their AI Virtual Agent Bundle as a visual IVR solution to improve customer experience and agent job satisfaction. The company agreed and began a pilot using LiveVox’s visual IVR system to gauge reception from agents and customers before committing to a full transition.

Customers were given the options to connect either over the phone or via chat with an AI Virtual Agent, both of which provided answers to basic questions such as order status updates and guided customers to more self-service features online. LiveVox AI Virtual Agents and Chatbots helped filter out customers who needed to speak to an agent. Customers and their required information were sent through to the LiveVox single pane of glass agent desktop where agents could access all conversation history. 

After 6 months of trying LiveVox’s visual IVR, the company reported that 86% of call center supervisors felt that their teams’ productivity went from “Good” to “Excellent” within a matter of 6 months after implementation. Agents reported that job satisfaction increased from “Good” to “Great and Would Refer to a Friend Looking for a Job.” The client also reported receiving positive feedback from their customers with an NPS score of 91 for ease of use. Nearly ten thousand calls were prevented from reaching agents, who significantly benefited from the reduced heavy call volume. 

Is a visual IVR the right move for your call center? 

Customers have come to expect convenience from brands they do business with. A visual IVR allows customers to save time and quickly get the answers they are looking for themselves without having to wait on the other end of the phone. Visual IVR systems like LiveVox’s AI Virtual Agents and Chatbots can be seamlessly integrated into a contact center’s operations. Consider adding visual IVR for your company to enhance the customer experience and make your agents’ workflows much less stressful.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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