Do you want to drive up automation, channel-shift customers to digital or provide 24/7 support?
Traditional IVRs are great at call routing and Natural Language can open up a world of possibilities for customers but some enquiries really need a visual interface to help resolve them, and today these calls can end up taking hours of your agents' time.
Perhaps customers need to complete a complex application form, browse through long lists of tariff choices, send a picture of a damaged item or review long-winded terms and conditions. Maybe the agent would like to send a diagram and instructions to help troubleshoot a problem, perhaps they want to send the customer directions to the nearest store or get a signature for a loan agreement.
The trouble is, explaining terms, details and choices can be laborious. Delays frustrate anyone. Customers loathe spending time trying to sort issues that seem fairly basic. And it's a poor use of agent time, which increases your costs and reduces both customer and agent satisfaction.
So What's the Answer?
Limiting your customer interactions to the voice channel means that you’re using 5% of a modern smartphone’s capability and losing the opportunity to have rich multimodal conversations with your customers.
Conversations That Can Snarl Up Your Contact Centre
- Reading out terms and conditions for upgrades, new connections and insurance.
- Trade-in service details and options
- Providing updates for orders and repair tracking
- Asking for images and descriptions of damaged/faulty items
- Processing returns
- Network coverage information
- Explaining call charges, including roaming
- Reviewing billing statements and payment details
- Customer satisfaction surveys
With Visual IVR from Eckoh, You Can:
- Channel-shift the customer into new or existing digital solutions.
- Optionally, keep the caller on the phone throughout to provide an agent safety-net.
- 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 (e.g. links, videos and files)
- Allow customers to complete and confirm form-based answers in real-time
- Collect visual evidence of issues (e.g. photos of faulty/damaged items)
- Take payments using mobile wallets.
As a result, you can benefit from increased first call resolution, reduced handling times and better customer service. You can also ‘drop’ components into your IVR flow to increase self-service.
Our core service is a visual display on smart-phones that interacts with traditional voice services. It allows callers to select their reason for calling on their mobile screen which delivers it to the most appropriate resource.
The service avoids their need to navigate complex and frustrating touchtone IVR menus. It also allows the introduction of other smart multi-channel capabilities.
Increase Levels of Self-Service
- Automate tasks that cannot be self-served by traditional voice IVRs
- Simplify tasks that often result in agent transfers
- Channel-shift customers to digital channels
- Avoid the need to customers to call at all
This service enables an exchange of multimedia information between callers and agents so a number of steps within a process can be completed in a single call.
It presents complex information in a visual format for easier understanding — and allows resolution of issues in real time.
Reduce Average Handling Time:
- Provide agents with context and history
- Ask customers to complete additional information whilst queuing
- Provide two-way visual tools to agents and customers
This service shows each customer’s recent activity. It tracks web and app session history from customers and delivers the information to an agent.
Smart Contact saves customers from using touch-tone IVR menus and provides them with relevant information before they speak to an agent. Meanwhile, your agent gets a clearer understanding of the callers actions prior to the call.
Reach Customers Before They Call:
- Pre-qualify callers before they enter the IVR/agent world
- Lean customers towards web chat instead of voice calls