Monsan Steps Up Customer Care Apps With DialogicApril 12, 2017
More than a few businesses in recent years have turned to the interactive voice response (IVR) systems as a means to provide better customer experience, getting users to the best department to serve needs more rapidly. While this hasn't always worked out, leaving some customers dissatisfied about “talking to a machine,” it's helped a lot of people, and this has led to apps like visual IVR (VIVR) systems for websites and the like. Recently, Monsan turned to Dialogic's PowerVille VIVR app for easier introduction of a VIVR system.
Monsan is known in the field as a developer of digital platforms for a variety of different purposes, ranging from mobile marketing to in-app billing operations. With Dialogic's PowerVille on its side, Monsan will be able to offer up the app as a way to add value to those operations that might use Monsan systems but also have call centers involved.
With a VIVR like PowerVille, customers can get better access to self-service options thanks to a visual navigation system that helps improve standard IVR navigations. Ever hate how an IVR will tell you to “listen closely as our options have recently changed?” There's no more of that with a VIVR, as all the options are laid out right in front of the user. This speeds up navigation, which decreases the total amount of time the user spends navigating the system. Faster resolution means faster end results, and commonly, a more satisfied customer.
Monsan's chief technology officer Xavier Sans noted several reasons the company turned to Dialogic, including access to “...many features that are important to our clients but which would not work within a traditional IVR system, such as the use of forms and sharing of videos and images.” Sans also noted that this was likely the first VIVR system to be offered on a cloud basis in Spain, which would give Monsan a little extra notoriety in the field.
Improving a customer experience increases the likelihood that a customer will return. This in turn makes anything that improves a customer experience potentially valuable, and that makes Monsan's new ability to offer a Dialogic VIVR system worthwhile going forward. Customers enjoy having self-service options; it provides a sense of accomplishment at solving one's own problems coupled with a clear value in getting a solution as fast as the customer can go.
Setting up the groundwork for that with an app can be a huge value-add for a business, and Dialogic improves its own position by helping companies offer such tools. That's a benefit for everybody, and should make PowerVille a clear winner.
Edited by Alicia Young
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