Product Activation Using Visual IVR

A major software and technology company could not complete enough self serve product activation online or within the voice IVR. This was causing high customer effort, high inbound call volumes and increased costs.

Approach 

Visual IVR was implemented to bridge the gap between digital and phone journeys and also utilise the capabilities of smartphones to enable input of all characters rather than single numbers and a few special characters on the phone.

Outcome 

Implementing Visual IVR resulted in 15% increase in self-service rates; 6% decrease in agent transfers; 3 minutes drop in average handling time and annual savings of over £1.5 Million in year 1.

What does this tell us?

Visual IVR is a now an established technology which can quickly realise significant customer and monetary gains. Companies who adopt it in the next 12 months will gain competitive advantage, it can wrap around your existing infrastructure and is quick to set up.

Categories: Case Studies

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