Visual IVR. for the. Hearing Impaired

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Dayna Jackson
6 years ago
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1 Visual IVR for the Hearing Impaired

2 Presenters Dr. Rhoda Agin Principal and Owner at Rhoda L. Agin, Ph.D. Communication Associates Gali Kovacs Marketing Director, Jacada

3 Intro: The Common IVR Frustrations

4 Looks familiar? What was option 2 again? Oh no, how do I go back? Why is this taking so long? Seriously, I have to start all over again? I am so confused!

5 Imagine experiencing all of this And being hearing Impaired. Even greater frustration!

6 Let s hear from a communication expert

7 Food for thought There are a significant number of persons who use the telephone who experience hearing impairment. These persons are found across the age span, among both genders and across all regions and cultures in the U.S. Visual enhancement of telephone communication which relies on and is designed for auditory output may be an important helpful aid in optimizing communication.

8 What does it mean to have a hearing loss? A hearing impairment is a generic term indicating a hearing disability which may range from mild to profound. There are two kinds of impairments: Deafness - little or no useable hearing. Hard of Hearing - residual hearing sufficient to successfully process linguistic information through hearing.

9 How many of your customers have trouble hearing? About 2 to 3 out of every 1,000 children in the United States are born with a detectable level of hearing loss in one or both ears. 1

10 How many of your customers have trouble hearing? Approximately 15% of American adults (37.5 million) aged 18 and over report some trouble hearing. 3

11 How many of your customers have trouble hearing? 26 Million people The NIDCD estimates that approximately 15 percent of Americans (26 million people) between the ages of 20 and 69 have high frequency hearing loss due to exposure to noise at work or during leisure activities. 6

12 How many of your customers have trouble hearing? One in eight people in the United States (13 percent, or 30 million) aged 12 years or older has hearing loss in both ears, based on standard hearing examinations. 4

13 How many of your customers have trouble hearing? 2% About 2 percent of adults aged 45 to 54 have disabling hearing loss. The rate increases to 8.5 percent for adults aged 55 to % 55-64

14 How many of your customers have trouble hearing? Nearly 25 percent of those aged 65 to 74 and older have disabling hearing loss. 5 Nearly 50 percent of those who are 75 and older have disabling hearing loss. 5

15 The effect on your business

16 Your call center is loosing business IVR Abandonment & loss of customer loyalty 1. High IVR Abandonment Rates Lead to an Almost 800% Increase in Cost per Contact 2. In the US, the cost of poor customer service is $41 billion per year 3. Following a negative customer experience, 58% of Americans would never use that company again 4. On average, loyal customers are worth up to 10 times as much as their first purchase

17 Wow, Big Numbers! So how do I keep my hearing impaired customers loyal?

18 What is Visual IVR?

19 Creates a visual interaction instead of a voice interaction Consumers see and touch their way through the menu

Replacement parts or 3 for support Please press 1 if this is a corporate account, 2

20 Before Thank your for calling DCM Computers. Please press 1 for English, or press 2 for Spanish Please press 1 for New Sales, 2 for Replacement parts or 3 for support Please press 1 if this is a corporate account, 2 for personal accounts Please press 1 for part replacement under warranty, otherwise press 2 DCM Computers, How can I help you today?

21 After the VIVR Solution Hello Mr Doe, Thank you for calling DCM computers. I see you are ordering a replacement part under warranty

22 Go visual beyond existing menus Increased visual IVR menu flows to enable ever greater visual self-service capabilities for consumers Drag & Drop, no coding, click to publish on anyone of your customer service channels: web, chat, IVR, app Companies can shorten the length of calls or avoid them all together

Contact US section, allow customers to start a Visual IVR

Advertise on your digital channels that the hearing impaired

Once they do, they will get a text message with a link.

23 Where can customers access Visual IVR? Voice Engagement Web Engagement App Engagement Under the Contact US section, allow customers to start a Visual IVR interaction instead of calling the company s number. Advertise on your digital channels that the hearing impaired can click option xx to get a visual menu. Once they do, they will get a text message with a link. Integrate the VIVR flow into your existing app so your customers can easily click to start the visual interaction.

24 Summary: Visual IVR Benefits BACK Call/Chat Call/Chat Real-time Sharing Use on the go See and choose your option Click Back when not sure Click Call or Chat to connect No need to repeat Info Collaborative file/links/form sharing Your hard of hearing customers can transfer from the VIVR to a chat Their previous choices visible to agent- full context of the inquiry maintained Agent can help by sharing docs, links, and images, fill out a form during the chat

25 Key Points to Remember Telephone communication is hearing dependent and especially challenging for the hearing impaired. Visual IVR offers hearing impaired persons an effective, rapid and reliable customer service experience. The feature rich menus and ease of navigation enables them to experience an enhanced visual self-service interaction and avoid the unpleasant voice experience.

26 Thank You Dr. Rhoda Agin Principal and Owner at Rhoda L. Agin, Ph.D. Communication Associates Gali Kovacs Marketing Director, Jacada

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