As almost everyone owns a smartphone these days, the demand for Visual IVR is slowly taking over the regular phone calls. But if you are skeptical about its performance and acceptance issues then you need to learn about three core myths associated with smartphone visual IVR and know the reality about them. Let’s have a look at them, shall we?
- Baby Boomers are Not Comfortable with Visual IVR
Though it’s true that baby boomers aren’t as clever as millennials while using technology because they belong to a different generation but they are as capable any millennial of learning new stuff. After all, there are more than a billion smartphone users in the world and they can’t all be millennials, can they?
So, you should realize that most baby boomers know how to use visual IVR or they are willing to learn it if it saves them time and effort required to talk to an expert. Just remember to make things as easy for them as possible by making use of automated channels which are efficient to use, easy to navigate and yes, don’t forget to make use of multiple languages.
- Customers Don’t Prefer Visual IVR Experience
Well, the reality is that visual IVR, if managed right can present a better customer experience than its human counterparts. It does so by letting customers connect to it instantly and eliminating any wait times. It also connects with the customers and resolves their queries in one go which ensures that they no longer need to call over and over again. It also makes the customers feel powerful, especially if you are using co-browsing solutions because the customers can be on the same page as VR agents, literally!
Visual IVR also boosts customer satisfaction because the experienced agents can see what exactly is the problem in a device, let’s assume a microwave oven and how the customer tried to resolve it. They can then offer an alternate solution which usually works.
- Mobile Apps are Better than Visual IVR
Sadly no. It is a fact that visual IVR offers a top-notch customer experience which is not possible by using a mobile app. First of all, every customer won’t be willing to install an app that they need only once in a while because it takes up memory space and consumes data. They also won’t like the idea of installing deleting and re-installing the app.
Secondly, a visual IVR is most likely to be more straightforward and simpler than a mobile app because it won’t have any annoying ads and it would connect to an expert almost instantly without the need to keep pressing different buttons.
Thirdly, a customer can easily use visual IVR on any device but they can’t usually install the app on all their smartphones (many people have two smartphones these days, one for personal use and one for professional use and they often don’t like an work related app on their personal phone).
We hope that now you have realized that smartphone visual IVR, if designed correctly, can satisfy more customers, make them happy, boost their loyalty and save their time. Now if you are out looking for the right product that meets your needs then we suggest that you take help of the internet and pick the most user-friendly and easily navigable one so that you and the customers can manage it easily. You can always add-on more complex features later on.