In today’s digital age, customer expectations are continuously evolving, placing greater emphasis on personalized and efficient service experiences. In response, Global Bilgi introduces its innovative Visual Interactive Voice Response (Visual IVR) solution. By integrating advanced technology with customer service, Visual IVR revolutionizes self-service interactions, enhancing convenience and satisfaction for customers across various channels.
In this article, we will explore the main features and benefits of Global Bilgi’s solution. Our application received the «Best Use of Self-service Technology» Award in ContactCenterWorld – Top Ranking Performers Awards EMEA 2017.
What is Visual IVR?
Visual IVR is a technology that combines traditional phone-based IVR systems with visual elements. These systems are commonly used in call centers and automated phone systems to interact with callers and gather information through voice prompts and keypad responses. However, Visual IVR enhances this experience by incorporating visual components, typically through a smartphone or web interface.
With Visual IVR, callers are presented with a visual interface on their devices while interacting with the IVR system. Instead of listening to a series of voice prompts, they can view a menu, options, and other relevant information on their screens. This visual interface enables a more intuitive and user-friendly experience for customers.
Users can navigate through the menu and make selections by tapping on the screen, which eliminates the need to remember and input numeric key sequences. The visual interface can also display additional information. It can be FAQs, self-help guides, or relevant documents, to assist users in finding answers to their queries.
Visual IVR offers several benefits over traditional voice-only IVR systems. It enhances customer engagement and satisfaction by providing a more interactive and personalized experience. It reduces call duration and improves self-service capabilities. Users can quickly navigate through options visually instead of listening to lengthy voice prompts. Additionally, this solution can integrate with other technologies like live chat or co-browsing. It offers a seamless transition from self-service to assisted service if needed.
Main Features of Global Bilgi Visual IVR
Visual IVR simplifies and enhances the traditional Interactive Voice Response (IVR) system by transforming it into a visually engaging interface. Customers can access the IVR system using their PC, laptop, tablet, or smartphone, eliminating the need for conventional phone-based interactions. By replacing audio prompts with intuitive visual cues, customers can quickly navigate the system and access the required information or services with ease.
Channel-Independent Service
Global Bilgi’s Visual IVR is designed to be channel-independent. It allows customers to access the system through their preferred devices and channels. Whether it is a web browser, mobile app, or any other digital platform, customers can seamlessly interact with the IVR interface without any limitations.
This flexibility empowers customers to engage with self-service options using their preferred channels, enhancing their overall experience. Global Bilgi’s Visual IVR solution is designed to be compatible with a wide range of devices and operating systems. Whether customers are using iOS or Android, desktop or mobile devices, they can access the interface effortlessly. This compatibility ensures a consistent user experience across various platforms, catering to the diverse needs of customers.
Easy Transfer Between Self-Service Channels
Visual IVR allows customers to easily transition between different channels without losing their progress. For instance, a customer who initiates a self-service transaction on their smartphone can seamlessly continue the interaction on their desktop computer or vice versa.
This channel continuity ensures a consistent experience and eliminates the frustration of starting over when switching devices. Your business will get advanced analytics on all actions of the customers in the Visual IVR interface.
Call Customer Service from the Web Page with Visual IVR
With Visual IVR, customers can initiate a call to customer service directly from the web page. By simply clicking on a designated button or link, customers can connect with a live agent for additional assistance if needed. This feature streamlines the customer journey, facilitating quick access to personalized support whenever required.
By implementing call steering mechanisms, organizations can streamline their call-handling processes, reduce call transfer times, and enhance customer satisfaction. Visual IVR improves overall operational efficiency not only for your call center but for other teams and departments.
Smooth and Modern Look of Visual IVR
Visual IVR boasts a sleek and modern interface, designed to engage customers and provide an intuitive user experience. The visually appealing layout, combined with clear navigation options, enhances the overall aesthetics and usability of the system. The modern look of the interface conveys a sense of professionalism and instills confidence in customers.
How to Set Up Visual IVR from Global Bilgi?
Before diving into the setup process, it is crucial to assess your customer service requirements. Determine the key functionalities you want to offer through your Visual IVR system. Consider the common customer inquiries, frequently accessed information and the self-service options you wish to provide. This preliminary step will help you design an efficient and tailored Visual IVR solution.
We have a dedicated application called PowerPlan, that is used for setting up our solution. PowerPlan is a comprehensive interface designer that enables you to create and customize your Visual IVR system effortlessly. Just access the PowerPlan interface, which is a single designer used for all communication channels, including web, mobile apps, and other digital platforms.
In the PowerPlan designer, start by designing the interface of your Visual IVR system. Utilize the intuitive drag-and-drop interface to create your IVR interface. But don’t forget about the back end. It is crucial to integrate your system with backend systems such as customer databases, knowledge bases, and CRM platforms. Global Bilgi’s PowerPlan designer offers seamless integration capabilities, allowing you to retrieve real-time data and deliver personalized information to customers.
Get Global Bilgi Visual IVR for Your Company
If you want to learn more about our Visual IVR solution, book a demo on our corporate website. We can prepare a dedicated solution for your business and address the needs of your company.
By leveraging Global Bilgi’s advanced designer “PowerPlan,” setting up a Visual IVR system has never been easier. The intuitive interface, drag-and-drop functionality, and seamless integration capabilities. Design an efficient self-service solution across all communication channels with our software solutions.
