Customers want multiple digital channels to connect to shipment companies. Now it’s easier than ever to give them what they want.
Today’s smartphone-obsessed society is constantly connected and expects the same level of digital responsiveness from enterprises. The 2017 State of Global Customer Service Report found customers say IVR is the most frustrating aspect of poor customer service. Designed for touch-tone office phones, traditional IVR doesn’t fit in our digital world. For logistics businesses looking to differentiate themselves in a crowded market, bringing IVR into the smartphone era is the perfect opportunity for success.
Visual IVR and Robotic Process Automation enhance the customer experience while freeing up busy employees to focus on critical tasks like managing warehouses and coordinating moving trucks. The combination of a visual interface and back-end automation has created a giant leap forward for customer interactions.
What is Visual IVR?
Specifically designed for the smartphone revolution, Visual IVR is the modern upgrade to touch-tone IVR. With this technology, users experience a virtual app environment streamed directly to phones during a service call, without the need to download any app. During the interaction with Visual IVR, customers can tap through options, fill out forms, capture and submit photographs, and use every feature their smartphone provides, creating a much richer, more user-friendly service experience than limited traditional IVR technology can provide.
Users love the experience. According to a recent survey, 55% of users would use Visual IVR when given the option. Our smartphone-oriented culture is used to navigating websites and apps on our phones. Providing customer service and other interactions through the same visual interface makes the entire process faster and more intuitive. When Moishe’s Moving, the largest moving and storage company in New York City, implemented Visual IVR customers enjoyed the platform so much, 100% of calls forwarded to the system were successfully completed inside the platform, without any need to involve a live employee. The Moishe’s Visual IVR also earned a Net Promoter Score (NPS) of 90, a very strong indication of customer satisfaction.
“Specifically designed for the smartphone revolution, Visual IVR is the modern upgrade to touch-tone IVR.”
What Is Robotic Process Automation (RPA)?
If Visual IVR is how customers communicate with modern companies, RPA is how those companies put customer input into action. As the name implies, RPA uses “robotic” programs to automate various processes. When Moishe’s implemented their Visual IVR solution, an RPA system came along with it. When customers tapped through the Visual IVR looking to schedule a move, the RPA bots automatically looked up available times from the Moishe’s database and the Visual IVR let users choose the time that worked best for them. Once a time had been scheduled, the same RPA bots updated the Moishe’s database with all the customer information necessary for a successful moving appointment. The entire process was completed without the need for employee intervention, freeing them up to handle important work on the floor and never requiring them to listen to a voicemail, input a form into the database, or otherwise manage the scheduling process.
A Powerful Combo
Together, Visual IVR and RPA bots completely automate otherwise tedious and tiresome processes. Customers enjoy a much faster and easier experience while employees avoid mundane and time-consuming tasks. The Visual IVR and RPA package is quickly launching the logistics and storage industries into the modern era through automation and the power of smartphones. Unleashing the full potential of the pocket computers we all carry in our pockets starts with transferring a few high-priority and routine tasks from employees and phone lines to Visual IVR.