Don't Make Them Wait:

Faster Resolution Moving From IVR to Digital

When a Customer Calls

When customers call, they want results, not hold music.

Nuance IVR to Digital gives customers options that lead to quicker results and reduce call center costs.

Customers can move out of the IVR and resolve their issue through a digital experience using text messaging or the mobile browser.

Informing those customers of speedier options decreases total hold time, improves customer satisfaction, and reduces pressure on the call center.

A Tale of Two Customers

meet Oliver and Pam

A Tale of Two Customers

meet Oliver and Pam

Both Oliver and Pam need to call their bank. Oliver’s bank doesn’t have IVR to digital. Pam’s does.

Without IVR to Digital, Oliver has to wait for an available representative.

Total Time Elapsed

With IVR to Digital, Pam has the option to leave the IVR for lower-cost digital channels.

What % of customers want digital channels?

No, that’s far too low.

More than one in four customers want digital solutions.

40% of customers would rather resolve issues digitally than over the phone. Point them to their preferred ways to resolve their questions.

Despite the presence of other channels, call volumes remain high.

Customers want digital channels! Point them to their preferred ways to resolve their questions.

What % of customers expect consistency across channels?

Too low. Over half of customers want consistency over channels.

Nope. Well over half of customers want consistency over channels.

That's right. Nearly all customers want consistency across channels.

IVR to Digital meets omni-channel expectations. Customers are transferred with context and don’t have to repeat information.

Outcomes

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It doesn’t take long for a caller on hold to get frustrated—the average customer gets fed up within 9 minutes. Without options, a customer feels powerless and their loyalty drops.

Pam’s bank offered her another option via a digital channel and after only a few minutes resolved her issue. Pam is satisfied, and representatives are freed up to deal with customers who truly need them.

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Keeping a customer on hold degrades their loyalty and costs money. Also, dealing with angry customers can affect the job satisfaction and performance of call center representatives.

Phone calls cost $6.

Customers who solve their problems with an IVR to Digital experience learn how to get assistance on other channels later, empowering them and saving you money.

Digital channels start as low as $.50 per engagement

Everyone Benefits

How does IVR to Digital Help You?

For Callers/Customers IVR to Digital is:

Quick: Many problems can be easily solved on other channels.

Easy: Customers do not need to repeat information.

Convenient: Available any time of day.

Empowering: They learn to solve future problems.

For Agents IVR to Digital is:

Satisfying: Agents have better job satisfaction.

Confidence-Building: Happy callers mean less turnover.

Valuable: They only speak with customers who truly need their assistance.

Friendly: Without long hold times, customers are more personable.

For Contact Centers IVR to Digital is:

Cost-Effective: Save time and money with decreased call volumes.

Relationship-Building: Customers learn the convenience of digital channels, reducing future call volume.

Efficient: Reduce the need for additional unnecessary staffing.

Informative: Build better loyalty by respecting customers’ time.

Start Answering Your Customers Better

Total Time Elapsed

41% of customers post about their call center experience on social media. During a long experience on hold, what they share will likely be negative.

47% of consumers will stop doing business with a brand after a bad IVR experience.

What percentage of customers do you think want proactive communication from brands

Nope. More than that.

Close. But even more than that.

Yes. Nearly all customers want and appreciate this kind of effort at communication.

What percentage of customers do you think consider live chat assistance to be one of the most important website features?

No, try again.

No. It’s even higher.

That’s right. Nearly half of your customers prioritize this type of communication.

Start Answering Your Customers Better

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Speed them to solutions on other channels, avoid long holds, and free up your call center.

Don’t Make Them Wait On Hold This Long

Total Time Elapsed

After nearly 10 minutes, Oliver can finally speak to a representative. During this time, the banks relationship with Oliver has eroded.

IVR to Digital solutions resolve customer problems quickly at a lower cost. Preserve customer loyalty and satisfaction while allowing call center employees to work on more complex issues.

Learn more about our IVR to Digital solutions to improve both customer experience and your call center’s bottom line.

Talk to us about how to create seamless, intelligent omni-channel experiences. Request a discovery call with a Nuance CX specialist at CXexperts@nuance.com

Ready to learn more about IVR to Digital solutions?
Check out these additional resources:

Customers who solve their problems with an IVR to Digital experience learn how to get assistance on other channels later, empowering them and saving you money.

And that helps customers get quick resolution so they can get on with their lives.

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And that helps customers get quick resolution so they can get on with their lives.

Customers who solve their problems with an IVR to Digital experience learn how to get assistance on other channels later, empowering them and saving you money.

And that helps customers get quick resolution so they can get on with their lives.

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Customers who solve their problems with an IVR to Digital experience learn how to get assistance on other channels later, empowering them and saving you money.

And that helps customers get quick resolution so they can get on with their lives.