Self-Serve
Cost is not the only thing important to most customers. Poor customer service is motivating some to shop alternative utility suppliers. Visual IVR is promoting self-service, eliminating hold time, and enabling proactive outreach for some organizations in the public utility industry.
Visual IVR is providing a method for customers who are calling you to self-service those inquiries, all without agent assistance, through an automated and interactive platform. Videos, pictures and text can now be utilized to provide much more valuable context than what is generally provided in a bill or by the traditional IVR.
If a caller does request agent assistance, the call is began in context with full caller intent collected before the call is connected to the agent.
When your customers call to report an outage in service or inquire about an unusually high bill, this is not the time to make them wait unreasonably long on hold. Instead, immediately direct them to a digital engagement platform fully capable of addressing their needs.
At least 12% call deflection
Reduction in Average Handle Time by as much as 75%
An ROI in weeks, not months
Learn more about Visual IVR for public utility by speaking with one of our industry specialist.
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