We all are aware of IVR (Interactive Voice Response) technology and we all have experienced IVR in our lives at some point. Thousands of companies implemented IVR systems to service high call volumes, to reduce costs and to provide a better customer service experience to their customers. The main purpose of IVR implementation is to handle customer calls and to save time and money by making call routing more efficient for companies by providing a way to route the call to the correct department without the need of their employee to actually answer the call. However, the current operation of the IVR system doesn’t seem to extend better customer experience and satisfaction.

Customers are facing lot of problems with existing IVR systems like call abandonment, zeroing out, long lasting and confusing IVR options, or bad voice recognition. These are some major reasons that affect a customer’s experience and cause frustration for companies trying to provide a better customer experience. We’ve all experienced various IVR systems and faced complicated voice menus or ended up speaking to the wrong call agent. Companies consider an IVR system as one of the major communication channels between the customers and the company, but somehow it is failing in providing a better customer experience.

This is where Visual IVR technology comes into the picture and has the potential to deliver a revolutionary customer experience. Visualyzr is one such customer experience management platform that turns your old IVR system into Visual IVR by incorporating IVR options into the customer service mobile apps without changing the existing system. Now customers can visually navigate the IVR options to choose their service destination and need not to listen to the long IVR options on their mobile device.

It provides a self-service facility to the customers so that they can solve their issues independently of the caller agents. This allows customers to avoid listening to long, confusing options and provides them a choice to progress with a self service channel. Building a Visual IVR functionality into the mobile app via Visualyzr provides companies an efficient and faster way of delivering a better customer experience and a cost-effective means for performing a better customer-service interaction.

Adopting this new technology, it will be easier for organizations to handle complex service processes; companies can develop more value-added applications for their customers and not just provide visual representation of the old IVR menus; additionally they can manage customer activities and information more effectively.

Manali Gupta is a Internet Marketing representative at Innoeye Technologies, Internet promotions, making companies collaterals and into product development. Her writing focuses on customer experience management and services, customer care calls and more.