Visual IVRs vs Orthodox IVRs? what's the difference

Visual IVRs Vs Orthodox IVRs

Every person needs to connect with customer service at some point in life. It is evident that a customer care department is very crucial. It is capable of influencing the performance of a company. It is the work of the customer care department to ensure customers are served based on their queries or complaints.

As a result, companies have invested a lot of money in setting up different types of customer care departments to serve their customers. This ranges from setting up the call centers to services like web chat.

What is an IVRs?

An interactive voice response system can be defined as an automated telephone system that interacts with customers when they call different call centers. It serves two purposes. Namely, Gathering information and routing calls to the appropriate agents.

An IVR system provides different responses based on the command given on the keypad selected. Here are some common IVR applications:

• Call center forwarding

• Office call routing

• Bank account balances and transfers

A company must, therefore, establish a customer service department if it really cares about customer satisfaction. Failure to do so will compel customers to look for alternative companies that value their clients. All IVR applications have pre-recorded voice responses to guide customers to the appropriate agent to handle their issues.

Visual IVRs

People have different ways of describing or defining Visual IVRs.We can generally define Visual IVR as a support platform that guides customers to a web support experience. Visual IVR gives customers support even before they enter into the waiting queue. Sounds good, doesn’t it?

This technology helps customers find solutions to their queries by guiding them to the appropriate path. Most customer care departments install this technology on their call centers. Visual IVRs are effective for self-care. Generally, Visual IVR is used to reduce call traffics in call centers. Furthermore; it helps determine a caller’s main intention for calling before speaking to an agent.

What are the benefits of using Visual IVRs?

.There are a lot of reasons why companies still invest a lot of money in this technology. Here are some benefits associated with Visual IVRs:

• Visual IVRs are easy to use. Users are able to call different companies normally.In fact, most customers find it easy to use compared to other similar technologies.

• IVR are easy to update. This is unlike other programs which require new hardware. Visual IVR requires script change to upgrade. This process doesn’t break or damage any IVR software.

• Visual IVR provides a two-way voice interactive section. In addition, it also provides a seamless data experience.

• One major reason why companies prefer Visual IVRs is because it provides real-time interactive segments, menus, visual responses among others. It is evident that Visual IVR is capable of providing an effective customer experience worth remembering.

• Moving on, it enables visual and calls to live agents,

These are some reasons why companies use Visual IVRs to reduce call centers traffic among others.

Orthodox IVRs

We all know that interactive voice response allows organizations to interact with customers without any human assistance. This interaction can either be through voice or DTMF tones. There is no major difference between Orthodox IVR and Visual IVR. These two IVRs enable segmentation, identification and routing call to the appropriate agent.

Orthodox IVR is simple and effective.This is because customers find it easy to use. This technology as effective in the sense that it reduces cost and traffics in call centers. Orthodox IVR allows customers:

• To use pre-recorded IVR messages.Pre–recorded voices can be used if a person doesn’t prefer to use his/her own voice.

• Orthodox IVRs allow companies or institutions to personalize their IVR commands and prompts.

• IVR records a customer’s inquiry and transfers it to the most suitable person to handle the matter.

• To get the information they are looking for without speaking to an agent.Generally, orthodox IVRs makes the automated customer service look simple.

• One important reason why companies must specialize in this IVR is that it prioritizes calls based on the customer’s value. As a result, a company will never leave their most esteemed unattended. If such a client calls, they are directed to the next available agent or put on top of the queue.

• This technology can be used by smaller or new companies to improve their image. Through Orthodox, IVRs companies can make their brand look bigger than it appears.

• There are times when Customer service departments are flooded with numerous calls waiting in line.IVRs can be used to reduce these traffics.How? Simple, some people will get answers from the IVRs voice prompts.Secondly; customers are directed to the most efficient person to handle calls. This helps avoid call transfer which wastes a lot of time.

• Orthodox IVR is capable of facilitating the desired customer service This is because calls are directed to agents depending on their specialization or their level of experience.

Conclusion

It is evident that both Visual and Orthodox IVR serve the same function, helping customers have a wonderful self-service experience. In addition, it focuses on helping companies achieve their set goals whether short or long. Companies should invest in good customer care departments. This will help retain their valuable customers.

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