1. What are the consequences of negative customer experiences caused by frustrating IVR
There is no disguising
systems are a serious point of pain for most callers. A recent Purdue University
study revealed that 92 percent of US consumers form their image of a company
based on their experience using the company's call center. More strikingly, the
study found that 63 percent of consumers stop using a company's products based
on a negative call center experience. That number rises to 100 percent for
consumers between ages 18 and 25. IVR
systems are often the first experience a caller has with a company.
According to Boston-based consultancy
Yankee Group, "If self-service is not done right, the results can be worse
than not doing it at all. Failure can result in increased call volumes,
dissatisfied customers and defections." Poor application design can also
increase agent turnover, as customers take out their frustrations on harried
The 2012 nationwide poll of more than
2000 respondents, commissioned by Interaction Corporation, indicated that 83%
of consumers will avoid or stop giving a company business after a poor
experience with an automated phone system, also known as an Interactive Voice
Frustrating IVR systems cause pain –
Bad IVRs result in unhappy customers, lost revenues, increases costs, and a
poor company image for those firms with them.
2. Why do you think so
many companies continue to force customers to use IVR systems that perform
poorly when there are viable and affordable options available?
IVRs save time and money for
companies and now that they are installed, they are the status quo. Companies need to hear that customers are
screaming for a better solution with Visual IVR. Until Radish System’s ChoiceView™ Visual IVR
there has not been a viable and affordable option available. ChoiceView REST API for
Visual IVR is the first-ever solution to transform traditional Interactive
Voice Response (IVR) systems from many vendors into next generation Visual IVRs
that work with any network, any phone, and most mobile devices. Both new and existing IVRs with a
web-services interface can now easily be augmented for ‘voice with visual’
3. Why has it become more
crucial for companies to better serve the evolving needs of mobile users?
The world has gone mobile. Morgan Stanley reports that by the end of
2011 there were 835M smartphones globally. Mobile callers
want ever-faster, ever-easier transactions. IVRs in Mobility are a disaster for
the customer experience due to any number of interface and device issues which
result in poor transmission and even higher abandonment rates. Companies struggle to provide mobile customer support that increases
customer satisfaction while allowing efficient completion of business
is important that your Visual IVR enables end users to both hear and see
information as it’s being transmitted?
ChoiceView, your callers can both hear and see information transmitted by the
IVR system. With the ChoiceView App on
their 3G/4G+ mobile device, users instantly see the menu options instead of
listening to long sequential lists. They quickly navigate the phone tree
submenus by tapping their selection from a ChoiceView visual menu delivered by the IVR
to their mobile display device, and receive pertinent visual information in
response instead of the typical, sometimes lengthy audible messages.
Studies, reviewed in the best-selling
book Brain Rules by John Medina, show that stimulating multiple senses
by delivering audio and visual information increases understanding, recall, and
comprehensive by 50% or more. Random inquiry of individuals shows
that if offered a choice between a ‘voice with visual’ menu on their mobile
phone versus only listening to a long-winded phone tree, most would opt for the
‘voice with visual’ menu.
ChoiceView-enabled IVR systems can significantly reduce the pain and
call length for your callers, improve overall customer satisfaction levels, and
drive more business to your organization.
5. What specific benefits
does Visual IVR technology provide in B-to-B and B-to-C transactions?
a True Visual IVR, customers involved in B to B and B to C transactions
instantly see menus while hearing information, tap choices on their smart
device, rapidly move through screens in much less time than it takes to speak
the options, and receive visual and voice responses. Visual IVRs cut call time and costs, by more
than half in most situations, increase understanding by 50% or more, and
improve mobile user satisfaction and engagement.
offer a new opportunity for Call
Center service level
improvement. Transforming current IVRs to Visual IVRs is a solution which
provides ease of use, fast self-service with a better customer experience, and
a bridge when needed to ‘voice with visuals' live assistance.
does your product leverage the power of nearly all mobile smart devices?
mobile devices are powerful – they have the ability to make a phone call as
well as access the Internet. With ChoiceView, a data session is seamlessly
joined to a phone call in order to deliver next generation integrated
voice/data services today.
Mobile users access
ChoiceView-enabled visual IVRs with the ChoiceView Mobile App that's available
for free at the iOS and Android App Stores.
An SDK is also available so ChoiceView capabilities can easily be
wrapped into any current iOS mobile application. The SDK is available for free to developers.
7. What factors make
Visual IVR an easily adaptable solution for upgrading both legacy and new IVRs?
ChoiceView Visual IVR API solution transforms an IVR into a “true,
full-function Visual IVR” that integrates with live assistance, the current
IVR, and business processes rather than just offering coded screens delivered
via a mobile app that's separated from the voice call. Radish Systems designed
the ChoiceView solution to follow the voice call and leverage current IVR
capabilities on a wide range of industry standard IVR platforms.
IVRs with ChoiceView are not difficult to implement. No longer will IVRs impede service
optimization. Rather than be a road block to meeting business needs,
ChoiceView-enabled Visual IVRs can enhance the customer experience as business
processes improve and change.
provides a new communication channel for IVRs, allowing visual menus and visual
response as well as data and photo input.
Our solution allows a legacy or a new IVR with a web services interface
to become visually-enabled with a script change only. It doesn't affect the IVR's call processing
or hardware, and mobile users simply call an IVR in the usual way to begin,”
stated Richard A. Davis, Chief Technical Officer and co-founder, Radish
8. You have been asking
end users which organizations they thought should be using Visual IVR: has this
effort helped you make a stronger case to companies on their wish lists?
Yes. Through our “Ease the Pain” campaign, people
share companies that they would like to use a Visual IVR. Go to http://www.radishsystems.com/ease-the-pain/ and join the
discussion. When a company is publicly
listed as one that should ease the pain for its callers, Radish can make a
stronger case for a transition to a Visual IVR.