Omni-Channel Customer Engagement Article

New Zappix Visual IVR Comes with Voice Controls

January 21, 2016

The interactive voice response (IVR) system is, depending on who's asked, either the biggest disaster for customer service ever made or a great way to help separate callers into simple and complex issues. For Zappix, meanwhile, it's an opportunity, and it's illustrating that point with the new Zappix Smartphone Visual IVR, which can now accept voice commands.

Zappix's Visual IVR system allows users to put a set of voice commands to work, which in turn takes the Visual IVR experience to a new and exciting level. Using the new voice commands, users can search for several different problems or solutions from a smartphone, and receive visual prompts in response. Thanks to this combination, both visual and voice commands are available, and that gives callers more options to work with, helping to ensure a better customer experience.

Considering that customers believe in large numbers—77 percent according to one study, as Zappix's chairman, Avner Schneur, related—that a company does best when it values the customer's time, it's easy to see where a visual IVR with voice commands would help on that front. Providing multiple options to reach desired information and both get questions answered and problems solved means a better overall experience, one in which the user is more likely to feel time has been valued.

Those wanting a chance to further improve customer experience will want to hit ITEXPO on Tuesday, January 26 at 9:00 am at the Greater Fort Lauderdale/Broward County Convention Center in Fort Lauderdale. At that time, a discussion titled “Does the Voice of the Customer Really Matter?” will take place, and examine issues of how technology can relate to a better customer experience. With this knowledge, middle and senior managers will be able to take this content back to budget control personnel and illustrate the impact on the bottom line.

Recently, I had some issues with an IVR connected to a company I do business with. While the IVR itself didn't have the necessary information to solve my problem, it did allow me to proceed directly to a live representative when it didn't understand the command I gave it three times running and allowed me to get help that way. In the end, I left that call thinking that the wait to actually get help was arduous, but once I got through, help arrived quickly and without incident. It was a good customer experience, and makes me likely to stick around. That's the value that a good customer experience can have; the increased likelihood of both retained customers, like me, and the idea that said customer would tell other people, like I'm doing now.

Omni-channel customer engagement is a great way to both keep and draw customers, and a visual IVR like Zappix's should go a long way toward getting customers to answers one way or another. That helps keep the customer around, and that's a result most any company can get behind.

Edited by Maurice Nagle
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