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© 2013 Jacada, Inc. All rights reserved.
IVR Use Cases
-or- Teach your IVR new
tricks!
Jacada Webinars September 2013
© 2013 Jacada, Inc. All rights reserved.
Agenda
» A Quick Look at IVR’s
» Visual IVR
» Interesting Visual IVR use cases
© 2013 Jacada, Inc. All rights reserved.
Your Reaction?
“Thank you for calling. Please listen carefully as our menu options have recently changed.
For billing inquiries, please press 1.
For account changes, please press 2.
For cancellations, please press 3.
…”
© 2013 Jacada, Inc. All rights reserved.
Warning Signs for your IVR
The canary in the coal mine
1. Your IVR “Zero-Out” rate is more than 7%
2. When customers reach an Agent, they’re already frustrated!
3. The percentage of call transfers inside your call center is excessive.
4. Your website is listed on sites instructing callers how to zero-out
5. You don’t want to call your own call center!
*No Canaries were harmed during the making of this presentation
© 2013 Jacada, Inc. All rights reserved.
People don’t hate IVR self service,
They hate BAD self-service
1. You’re forced to listen to long introductory prompts.
2. The menu options are so long you can’t remember which one you should have chosen
3. The menu options are confusing…should I choose 3…no wait..2…yes 2.
4. No clear navigation path. How do I go back? Let me try *. No…that took me back to the beginning.
5. Why should I enter anything in here when the first thing you’re going to do when I connect is ask me the information again?
© 2013 Jacada, Inc. All rights reserved.
Mobile doesn’t help the problem
•Customers are quickly frustrated with IVR systems •IVR does not lend itself well to the “mobile mindset” •Easier to just “zero-out” then to navigate the tree
© 2013 Jacada, Inc. All rights reserved.
Goals
» Channel more of these calls into an
effective self service offering
» When the customer calls, know more
about them and what they want
» Decrease the amount of ‘zero-outs’
© 2013 Jacada, Inc. All rights reserved.
The solution: Visual IVR
Provides an easy to use visual interface based off of your IVR, driving the proven benefits of your IVR into the mobile and web.
© 2013 Jacada, Inc. All rights reserved.
Integrates to your website, too!
» Many users will use the Contact link on your website
» Visual IVR can be embedded in your website
© 2013 Jacada, Inc. All rights reserved.
Allows “visual only” IVR extensions
Supports alphanumeric data
© 2013 Jacada, Inc. All rights reserved.
No repeating information
© 2013 Jacada, Inc. All rights reserved.
Visual IVR Delivers a Better Experience
Visual is far more efficient than listening to audio
Lower numbers of “zero-outs” because people will use it
Not uncommon for introductory prompt and menu to be over one minute…
© 2013 Jacada, Inc. All rights reserved.
How does it work?
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5
© 2013 Jacada, Inc. All rights reserved.
Use Cases
© 2013 Jacada, Inc. All rights reserved.
The Kidnapping
Express
© 2013 Jacada, Inc. All rights reserved.
The Kidnapping Express
• Certain regions in Latin America face huge security concerns as it relates to individual safety.
• Hailing a cab can be a hit or miss affair.
• Locked in the cab and driven from ATM to ATM where you are forced, at gun point, to withdraw cash until you reach your limit.
• You are then dropped off in a remote area. Sometimes you are found safe if you are lucky, sometimes with a hole in your head
© 2013 Jacada, Inc. All rights reserved.
The Kidnapping Express
The Solution
• Utilize the IVR of a well known taxi
company, and extend it visually to the
smart phone
• Layer in the additional capability to
leverage device capabilities so that
photos of both the driver and
passenger are exchanged ahead of
time.
© 2013 Jacada, Inc. All rights reserved.
On-the-spot
Troubleshooting
© 2013 Jacada, Inc. All rights reserved.
On the spot troubleshooting
• A provider of communication equipment (install and service).
• Relies heavily on third party contracting resources who are not always trained in the latest company equipment
• Contractors go on-site to customer premises and faced with challenging troubleshooting issues, necessitating calls to the companies call center
• Lengthy diagnostic call flows ensue
© 2013 Jacada, Inc. All rights reserved.
On the spot troubleshooting
Solution
• Enhanced their IVR trees to provide
sophisticated trouble shooting
• Used Visual IVR to extend these flows
to the mobile device.
• Technicians now able to resolve their
issues without placing a call to the call
center.
© 2013 Jacada, Inc. All rights reserved.
It cost me what?
© 2013 Jacada, Inc. All rights reserved.
It cost me what?
• Large national cellular provider with millions of subscribers.
• Over 600k subscribers travelling internationally per month
• Hit with data roaming charges
• Advised to change plan, but calling the 1-800 number when abroad is cost prohibitive
© 2013 Jacada, Inc. All rights reserved.
It cost me what?
Solution
• Proactively send you a text message at
the border or in the international terminal
• Provide a link that links to Visual IVR
which allows you to select, compare and
purchase an international package
• Can use Visual IVR when roaming
because the connection is data based so
can use local wi-fi
© 2013 Jacada, Inc. All rights reserved.
Don’t stay thirsty
© 2013 Jacada, Inc. All rights reserved.
Don’t stay thirsty
• Large beverage company receives
orders from restaurants for resupply.
• Often orders not placed resulting in
non-delivery and calls to the call
center
© 2013 Jacada, Inc. All rights reserved.
Don’t stay thirsty
Solution
• Leverage the IVR ordering process and
extend it visually
• Restaurants and Kiosks can now
conveniently re-order directly from
their smart phone
• Increased adoption resulting in more
frequent order placement
© 2013 Jacada, Inc. All rights reserved.
Business Case
Benefits for your customer Benefits for your business
Dramatically reduced costs
• Call avoidance due to less “zero outs”
• Lower IVR and Telephony charges
Reduced call times
• Rich screen pop means less repeating
• Better routing due to less “zero outs”
Easy implementation
• Reuses your existing IVR scripts
• No additional scripts to maintain
Easy visual navigation
• No listening to complete menu trees
• Quick access to desired selection
No repeating of information
• Rich screen pop
• Less customer frustration
Better customer service
• Reduced call times
• Reduced hold times
© 2013 Jacada, Inc. All rights reserved.
Visit www.visual-ivr.com