Up to 85% of customers prefer mobile-based Visual IVRs for service enquiries.
Is your business ready? Get your customized On-Demand App from Pulse now.
Watch how Pulse compares to normal IVR services
Experience Pulse Demo
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Visual IVR systems
can achieve up to 70%
containment rate
Resolve more calls through Visual IVR without agent assistance
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What is Visual IVR?
Visual IVR is a support platform that guides inbound callers to a web-based voice plus visual aided support experience – personalizing the support journey for customers already on their way to the queue. This technology seamlessly connects customers to visually aided self-service options and/or a support resource that can solve their problem/inquiry at first contact.
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Why is it relevant to your business?
Despite investments in a website and/or mobile app, more than 70% of your customers are still utilizing the phone channel for assistance. Around 60% of customers will first attempt self-service and approx. only half are successful. The ones that are not successful at self-service end up at your contact center / live agents interaction.
Visual IVR is a much easier journey for those customers – coming to you by phone – to seamlessly transition (while still on the phone) to a web-based support experience designed to address the specific needs of the caller.
THREE STEPS, AND SOLVED!
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RECEIVE
Users communicate through inbound, outbound dialer or SMS and receive a ViVR link
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Click
Clicking the link in SMS will lead to an audio-visual assisted support service
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enjoy
Users enjoy different offers and services and can talk to agents if required
How Pulse powers your business
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Customer Service
Provide a convenient, guided Visual IVR experience to your customers with structured menus, rich media and easy navigation options.
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Sales & Marketing
Close sales or upgrades quicker by providing the right visual cues and contextual information to aide decision making.
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Credit & Collection
Provide customers greater security on phone transactions by offering visual security verification methods.
Up to67%
of the global population
own and use smartphones daily.
Give your customers an enhanced IVR experience by using the tools that they already have
Ways to launch a Visual IVR interaction
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1-800 Number
Customers dialing your service hotline are provided the option to launch a digital interaction, on-demand and without needing to hang up
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From the Web
On the contact us webpage or strategically placed at other areas of your website, customers can contextually launch a Visual IVR interaction
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From the Mobile App
Add support capabilities to your mobile app that extend far beyond what is available today rounding out the self-service story of the app
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Text (SMS) to Initiate
A Visual IVR interaction can be initiated from a text message received in your inbox. This capability is good to use for promotions (text DEAL to 75546)
Integrate with your
current IVR system
Improves the
routing experience
Resolve more calls
through IVR
Collect more
customer information
Access it directly without
additional software
Speedy & customized
deployment
Supporting Industries.
Each industry has its own unique customer service methodology. At Pulse, we understand that need and have designed our solution as a best-fit mechanism to streamline and optimize your customer engagement methodology.
Telco
Increase call center efficiency and manage the volume of inbound calls without resorting to recorded calls. Offer your customers easy access to commonly requested services, and use contextual data to drive ARPU and LTV by offering relevant service upgrades and improved customer experience.
ISP
Replace traditional audio menus with easy-to-navigate visual menus to help drive subscriptions, receive service requests and answer frequently asked questions. PULSE can also be customized to receive payments directly on the call without involving a call agent.
Banking &
Finance
Offer greater peace of mind to your customers by providing visual security verification methods, and immediate access to emergency service requests. At the same time, ViVR provides a higher level of privacy for sensitive information requests without involving a call agent.
Automobile
Book a rental, make a service booking, or browse a catalogue directly from your mobile through the Pulse ViVR setup. PULSE can also be set up to provide auxillary services like breakdown rescue requests and much more.
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- Client : Carnival Internet
- Industry : Internet Service Provider
- Date : Aug 2019
Problem :
Carnival Internet is one of the leading ISPs in Bangladesh having 20K+ connections throughout the country. As part of the traditional collection process, collection officers physically visit customers’ premises and attempt to collect the dues.
This process was cumbersome, sub-optimal, and required vast logistical and financial resource allocation.
Apart from this, there was another challenge with targeting new subscription seekers with special offers, since these offers are personalized, and should not be communicated through traditional mass marketing methods.
Goal :
- Reduce logistics and manhour cost involved for dues collections.
- Grow subscriber base.
- Build effective communication channel for promotional / sales pushes.
Solution :
Pule ViVR designed a customized guided journey that incorporated digital bill payment options, and communicated customized offers to specific audience groups within the userbase.
- Reduce logistics and manhour cost involved for dues collections.
- Grow subscriber base.
- Build effective communication channel for promotional / sales pushes.
Results :
The result was acquisition of 15% monthly new sub-base, increasing from average 10% earlier. Also, resource costs for bill collection dropped down to 25% of the previous months.
- Client : Chakri Bazar
- Industry : Job Matching Platform
- Date : Oct 2019
Problem :
Chakri Bazar is an IVR based blue-collar job platform with around 1M registered members, however it was facing difficulties in activating registered users. The conversion ratio was a measly 10:1.
Through a survey, it was found that 40% of registered users were actively connected to social media platforms like Facebook, Instagram, etc., and would comfortably browse any app or website if they were provided virtually aided assistance.
Goal :
- Activate base of registered users.
- Optimize existing conversion rate.
- Create aides to help users overcome complexity of platform use.
Solution :
Pulse ViVR created a customized journey that guided members through the functionality of the platform – from registration through to job application.
- – Sending OBD to sub-bas
- – SMS after consent
- – Landing at vIVR after clicking the link in SMS
- – Finding 3 hot jobs based on his/her preference
- – Applying in one click
Results :
This campaign gave an immediate impact of 200% growth per month at just 20% of the cost of earlier acquisition expenses.
- Client : Digi Telecommunications Berhad
- Industry : Telco
- Date : Nov 2019
Problem :
Digi, a leading telecommunication operators in Malaysia, has an audience more than 11.3 million. This number includes more than 1.7 million migrant population and multi-lingual customers. Digi is constantly creating special campaigns that are designed for these segment of users, however finds it difficult to effectively communicate to them due to:
- – Use of native tongue language
- – Unable to reach them through traditional media like newspapers and TV.
Goal :
- Effectively communicate to migrant workers in their native language.
- Communicate in a manner that encourages two-way engagement.
- Drive engagement rates by lowering difficulty level barriers.
Solution :
Pulse ViVR made the change with a combination of:
Channel: 01
(OBD>SMS>vIVR)
- – Migrants receive OBD to know about Digi offers through vIVR
- – Receiving an SMS with vIVR link after consent
- – Landing at vIVR page after consent
- – Selecting special offers designed for him/her
Channel: 02
(BOT>vIVR)
- – Migrants receive notification from Sohoj FB BOT to know about Digi offers through vIVR
- – Landing at vIVR page after clicking the link from BOT
- – Selecting special offers designed for him/her
Results :
Post implementation, the OBD call pick-up rate increased by 50%, SMS open rate increased by 200%, conversion rate increased by 200%+. Whats more, visitor to activation ratio became 4:1.
- Client : OK Wallet
- Industry : Mobile Financial Services
- Date : Oct 2019
Problem :
OK Wallet, MFS provider run by One Bank of Bangladesh, had only 10,000 app users which was only a handful compared to the leading MFS provider of the country that had 20M+ app users.
Though OK Wallet was running campaigns through digital marketing to acquire new customers, the growth was restricted to roughly around 1% month on month.
Goal :
- Looking for a convenient and effective way to increase customer base.
- Overcome complexity of becoming a user.
- Build a mechanism that would incentivize existing users to evangelize on behalf of the brand.
Solution :
Pulse ViVR was onboarded, and created a customized referral campaign. Existing customers that referred their friends to download the OK Wallet app received special offers through the ViVR interface.
Results :
This campaign gave an immediate impact of 200% growth per month at just 20% of the cost of earlier acquisition expenses.
- Client : Shwapno
- Industry : Supermarket / Retail
- Date : Nov 2019
Problem :
Shwapno is the leading superstore chain in Bangladesh having 60+ physical outlets and its own e-store. They run various offers and discount campaigns from time to time, and promote these schemes through leaflets and SMS.
They were, however, facing a problem in tracking the reach of these offers and promotions. This meant that beyond the initial broadcast, they were unable to further upsell or cross-sell to interested customers.
Goal :
- Unable to track the effectiveness of broadcasted offers and promotions.
- Unable to upsell or cross-sell interested customers.
Solution :
With Pulse VIVR, Shwapno can activate OBD calls or SMS broadcasts to the customers and have increased customer engagement to avail the discount codes.
- – SMS with link for offer
- – Landing at vIVR after clicking the link in SMS
- – Finding 5 top categories of discounts/offers
- – Availing offer/discount % in one click
- – Discount code SMS sent through
- – Redeeming code at retail outler
Results :
Through this aided process, Shwapno is now able to track customer activation. Apart from this, Point of Sale upselling and code tracking becomes possible, enhancing increased transactions and redemption.
This resulted in 30% increase in redemptions activated, and an average additional purchase of $20 per customer in that month.