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How Visual IVR is Transforming Retail Customer Experience?

  • Reshu Ojha
  • 13 July 2022

https://www.c-zentrix.com/blog/visual-ivr-transforming-retail-customer-experience

Visual IVR is Transforming Retail Customer Experience

Understanding customers’ needs and choices can thrive your retail business. If you need happy, satisfied customers and a growing business, then the visual IVR tool is there to help you. Let’s discuss how visual IVR applies in the retail sector.

If you want a successful retail business, deliver excellent customer service. It should be your highest priority. To make it possible, you have to know your customers’ needs and preferences. Visual IVR gives you the possibility to know about your customer’s preferences. Using Visual IVR, you can create feedback forms, polls, surveys, and questionnaires. It helps you to know what exactly your customers like or even dislike. Visual IVR works on smartphones.

Understand the process with this simple example. Suppose you call a customer care executive to know about the current status of your consignment and the line is busy. In that case, Visual IVR comes to the fore. It sends you SMS with self-service options. Using the options, you can navigate your order location. So, it makes it easy to solve your queries and troubleshoot issues. Still, if your problem is not solved, then you can reach to customer service. And chat with a live agent.

Content:

  • Visual IVR: A Powerful Tool for Retail Customer Experience
  • Visual IVR Features: Useful for Retailers
  • How Visual IVR is Helping Retailers?
  • Conclusion

 

Visual IVR: A Powerful Tool for Retail Customer Experience

Visual IVR is the latest technology that provides self-service tools to users. Waiting for a longer time in a calling queue can frustrate anyone. Using these tools, users can solve their problems themselves. Suppose you have called a customer care representative to know how to open a Demat or Trading account. But you don’t want to wait in the queue. In that case, the IVR system will send you a message with the link to open the account. With the help of Visual IVR, you can open your account without speaking to any live agent.

Nowadays, Visual IVRs have emerged as a powerful tool for retailers of all types. Regardless, you are in sales, marketing, logistics, account management, services, etc. Using it to develop strategies for engaging customers is beneficial. Developing such strategies needs to keep in mind the likes and dislikes of customers. As it helps them to grow their market share. And businesses achieve loyal customers for a lifetime. When a customer calls in to a contact center through his phone, the call can get deflected to a Visual IVR (assuming the brand provides that option). On the visual interface of the Visual IVR, it offers a host of choices to the caller. Further, the caller can choose the reason for calling. And get connected to the most qualified agent. Besides, the caller can also use the self-service tools and options to self-serve.

Visual IVR Features: Useful for Retailers

The latest technology has a great impact on customers’ behavior, preferences, and expectations. All such changing trends are disrupting the retail sector. And they are busy redefining it. Many retailers are investing in Visual IVRs. The aim is only to re-evaluate the ways to engage with their customers. Engaging more and more customers means enhancing the customer experience. The best customer experiences are simple to characterize. It involves making the search and pre-purchase process easy and convenient, along with offering personalization. Retailers are employing conversational AI and Omnichannel Solutions at scale. They want to also deliver a personalized customer experience.

Visual IVRs come with various useful features that are helpful for retailers. Some of these are mentioned below for you:-

1. Omnichannel Options:

Visual IVRs are not limited to phone calls only. Instead, it offers interaction through many channels. Chatbots, SMS, mobile messaging, websites, and emails are a few examples. Also, customers want to interact with your business with their preferred channel of communication. Using Visual IVRs can allow a smooth conversation between messaging, live agents, and chat. It must pick up the conversation right from where it left off. Beginning conversation with the customers where they have left put you first in the race.

2. Flexible: 

Visual IVRs provide enough flexibility to users. It is possible to adjust and update the options menu, prompts, and messages. Visual IVRs are providing an opportunity for retailers to create custom greetings and promotion banners. They can inject the unique personality of their brand.

3. CRM Integration to Personalize the Customer Experiences:

CRM is a tool that helps you manage your interaction with your customers. Integrating Visual IVRs with CRM helps to offer a personalized customer experience. Visual IVR fetches the data of the caller and can capture specific information. Then, it sends the data to the call agent. It is worth mentioning that the captured data accounts for a variety of customer-associated information. For instance, it tells customers’ call intent, language preference, any specific information like product return or refund, etc. Once the call is routed to the agent, the customer representative has access to the Visual IVR captured data. Accessing the customer data helps them to handle the customer far more efficiently and reduce the AHT significantly.

How Visual IVR is Helping Retailers?

Retailers can use the Interactive Voice Response with conversational and omnichannel capabilities. They can ensure a personalized, convenient, and better customer experience. Let’s find out how visual IVR is helping retailers. Also, how retailers are reaching more customers using this powerful tool.

1. Promote Integrated Marketing Campaigns:

Marketers can create their marketing strategies using customer data that comes through Visual IVRs data. Inbound calls bring great opportunities to promote your special offers on your products. Visual IVR systems can deliver a special offer or a message to your customers. Marketers can send questionnaires to fill out and can save the customer’s information. They can then target them in their marketing campaigns. Customers can also be encouraged to call to redeem a promotion or enter any contest.

2. Send Surveys:

Surveys provide a solid base to make informed business decisions. These are done to collect the customers’ feedback and input. Conducting surveys through Visual IVR systems help retailers to adapt to their customers’ needs.

3. Sales:

Visual IVR helps retailer customers to make easy purchases for their customers. While over a call to renew a subscription, the agent can send the customer the Visual IVR link. The customer can easily fill up the details and complete the payment. This becomes an efficient and secured way to complete payment and you can have the call agent available for any assistance.

4. Order Tracking: 

Suppose you have ordered a gold necklace for your mother. You want to give it on her birthday. In that case, the desperation to know the order status of your product is obvious. E-commerce companies send a link. Following the link, you can track your order and know its current status. They sent it using visual IVR. Likewise, you can return your product, also following the links sent by visual IVRs.

5. Customer Support:

The most common use of IVR in the contact center is to automate and scale their customer service. The visual IVR empowers the contact center with its self-service capabilities to handle and manage high call volumes. During the high call volume, Visual IVR provides an option to the callers like requesting a callback, or switching to another channel like Chat, APP, or SMS rather than waiting in queue for a long time. Visual IVR helps to check whether an item is in stock and check its availability before a customer walks into that store. Post-purchase, the Visual IVR can help the buyer with the order shipment details and expected delivery date and time.

Conclusion

While Visual IVR help prevents your customers from waiting in the queue, it enhances customer satisfaction by reducing average handling time and also frees up agents to take up complex calls. With a higher IVR containment rate, it makes worth investing in Visual IVR as the power of automation and convenience of self-service reduce the need for live agents to address each call

 



Author Bio:  Reshu Ojha is an enthusiastic technical writer. Beyond her work, she is an ardent animal lover and avid reader.



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