Smartphone App Tries to Eliminate the Wait Time During Helpline Calls
4 years ago
Appography, a Lahore based tech start-up, has come up with a solution to entirely eliminate the wait time that customers have to face during helpline or support calls.
VIVID, a smartphone app, when integrated with contact centre solution of a company, will offer the customers a visual interface to get the right information they require.
Let’s assume if VIVID is integrated with a telco, Zong for instance, its customers will be able to get the entire IVR menu in visual format with more chances of getting to the right information through clicks of their thumbs.
It is likely, while using visual IVR, that customer may never require to speak with the operator as most of the information and FAQs about products and services can be made available through visual IVR with-in the app.
Omar Khan, the CEO and co-founder of Appography, said that consumer’s wait time can be reduced by at least 10 folds through this app.
“Rather than listening through the entire verbiage of the IVR prompts, they can just look up the tree in one view and navigate to the desired branch by means of touch through the app. 60 seconds of first generation IVR versus 6 seconds of quick glance on the visual IVR to consume the information or carry out an action”, said Omer.
VIVID also eliminates the chances of missing out an option on IVR or selecting a wrong option or listen to an entire audio prompt again to choose the right option.
If customer’s query isn’t resolved, or if interaction with an operator is a must then customers can still opt to queue-in from their visual IVR app and the telephony infrastructure will make an automatic phone call to their phone when the advisor is available to speak with them, or as an option they can request a call-back to get rid of any possible wait-times.
“Depending upon the nature of the business, companies can reduce their traditional incoming call centre traffic by a decent 30-35 %, saving money on resources and infrastructure while making the customer engagement more meaningful and interactive”, commented the CEO of Appography.
When asked about compatibility with contact centre solutions, Omar said that VIVID is compatible with 90 percent of contact centre solutions deployed world over. He said that solution is aimed for any size of business, that may include FTSE 500 to medium and small companies, ranging from Telecoms, Banking, Hospitality, Retailing and several other industries.
Just to add, Appography is incubated at Plan9. Startup has already succeeded to secure seed funding from Microsoft UK.
Screenshots for Vivid:
Initial splash screen – first screen that users will see after they have pressed the icon.
Second screen – main menu of the application, displaying options and selections for a customer service help line.
Screen showing selection for option 2 and sub menu ‘A’ selection for customer services helpline.
Screens showing estimated call wait time (13 minutes and 22 seconds) and position in the queue (5 callers already ahead in the queue before your call gets answered)