The Visual-IVR: breaking the silos of customer care
Because building up a customer loyalty – now volatile – costs 5 times less than acquiring a new one, companies have realized the importance of changing and animating the relationship with their customers. While (usually!) they master their outbound contact process via loyalty programs and calculated sollicitations, the sensitive time is still the moment when […]
Digitising phone calls: the win-win gamble over customer relationships
Delivering quality service is a key challenge for all those involved in customer relationship management. However, this observation is crying in vain in contact centres: wait times are getting longer, call centre agents have less and less time to deal with incoming call requests and quality is getting worse. 67 % of French people have […]
How does Messenger interface with a visual IVR?
Companies currently in the throes of implementing digital transformation, are battling with telephony and digital departments, which in the past, worked in silos with conflicting strategies. However, these two departments had shared objectives and had to rely on existing technology. Chatbots and a greater take-up of artificial intelligence, offer these two departments a new opportunity […]
Visual IVR for insurance: three use cases
Insurance companies are facing an ever-more competitive marketplace as a result of several factors (a growing number of products, new players who are 100% digital, and the French consumer protection legislation known as Hamon’s Law). At the same time, customers have completely integrated digital technology into their purchasing techniques on a daily basis. Customer relationship […]