Combined visual and spoken interaction
Limiting your customer interactions to just a voice channel means that you’re only using 5% of a modern smartphone’s capability and losing the opportunity to have rich multimodal conversations with your customers.
Perhaps customers need to complete a complex application form, browse long lists of tariff choices, send a picture of damaged goods or review terms and conditions. Maybe the agent wants to send a diagram, instructions or directions to a store or obtain a signature. With Visual IVR you have the ability to share files, push URLs or other complex information and the whole experience is transformed.
Working with Eckoh
At Eckoh we look at the bigger picture of customer engagement and recognise that to create a truly outstanding customer experience your contact centre needs to blend Self-Service tools with Omnichannel ones. This is possible through the Eckoh Experience Portal where you can create seamless journeys for any device that let your customers' channel shift from IVR tools agent-assisted ones such as Web Chat or Co-Browsing.
Because we deliver this through the Eckoh Experience Portal you can take the solutions that you need today and add new ones when you need them.
How we helped O2
Within the first month of going live, O2 saw a strong customer adoption of the new facility. Many callers abandoned the call to an agent after waiting because they were guided into fulfilling their need using self-service tools. Visual IVR will form the foundation for O2’s customer experience going forward, so it was imperative that it received a good initial response from O2 customers.
Here's the benefits
- Enable customers to channel-shift to other digital solutions
- Keep the caller on the phone throughout to provide help if needed
- Send the caller Knowledge Base articles to answer common questions
- Provide the caller with a visual interface to navigate through options
- Provide visual information to the customer – links, videos and files
- Allow customers to complete and confirm form-based answers in real time
- Collect visual evidence of issues such as faulty or damaged goods
- Take payments using mobile wallets.
- Benefit from increased first-call resolution, reduced handling times and overall better customer experience.
Be 'always open' for anytime customer service
Customer Self-Service has been shown to reduce costs in contact centres by as much as 20%, and Chatbots could increase that to 30%. Isn’t it time you considered adding this option to your contact centre?
eGuide to Self-Service
How did self-service come about? What we can learn from the past? and how technology has enabled the evolution of self-service into a ‘channel of choice’ for today’s consumers? Download our eGuide – Self-Service – finding the right balance of tools to discover what it can do for your customer engagement.