IVR is Not Enough! Add A Dialogflow CX Chatbot to your Website With A Botcopy Chat UI for improved UX.

The Benefits of Dialogflow Web Chat: Accessibility, Lower Abandonment.

Interactive Voice Response (IVR) systems have long been a staple of customer support operations, but add a Dialogflow website chatbot to the mix and you’ll cheer up the 61% of consumers who say IVRs provide a poor experience, tedious menus, and the need to listen to options repeatedly. It’s 2023, all — time to stop the madness!

Start by checking out Botcopy, the front-end chat UI layer for websites and apps – designed exclusively for Google Dialogflow. Enterprise and public-sector ready.

Here are some more troubling statistics about IVRs:

• 27% of customers hang up

• 50% give up after a minute

• $260 per customer is lost annually on average because of IVRs

IVRs are limited. But more sophisticated, low-cost support options await.

There are many better ways to field customer service queries. Why isn’t everybody using these better options? It’s the usual suspects:

• Complacency

• Ignorance

• Perverse incentives (Like a bonus for reducing the amount of customer service reps needed for a given period. 🤯 We know this doesn’t describe your company, but I thought I’d mention it — because you don’t want to be mistaken for a company that operates that way. Customers take bad service personally. Well, at least I do.)

But it doesn’t have to be this way. We can help — more on that in a minute. Meanwhile, let’s take a quick look beyond IVR.

The Advantages of Web Chat and Botcopy Live Chat Support

Intelligent chatbots on websites can provide a more efficient way for customers to get support. Really! The brainless bots of yesterday have evolved. For example, the Botcopy web chat UI layer is powered by Google Dialogflow — one of the best AI engines in conversational AI today. You best believe it can do essential things; if it can’t, it knows how to manage defeat gracefully and learn from every mistake.

Using Botcopy, i.e., embedding an intelligent chat messenger on your website, will smoke an IVR system any day of the week, 24/7.

Let us count the ways:

1. Botcopy is faster than IVR. The average delivery time of a fifty-character rich message through AI-powered chat is a fifth of a second compared to the fifteen seconds it may take for an IVR system to read…the…responses…out…loud.
2. Botcopy allows for rich content like buttons, lists, and carousels. This approach makes it easier for customers to select the desired topic instantly.
3. Botcopy supports natural language understanding. Customers ask for help in their own words rather than being limited to the canned options provided by an IVR system. Botcopy’s native Google Dialogflow integration matches permutations of questions to the correct answers.
4. Botcopy can be integrated with back-end systems to support various operations, such as account authentication, updating accounts, routing notifications to the proper internal staffer, storing data, and using advanced analytics to measure ROI and inform future enhancements.

ADA Compliance and Language Localization

Botcopy strictly follows WCAG 2.1 AA (ADA) standards and is accessible to users with disabilities. Think about it — IVR systems may not be the best option for those who are deaf or hard of hearing. Botcopy also supports nearly a hundred languages and can detect your end user’s browser language preference. Therefore, you can offer a chat or live chat option that ALL your users can enjoy.

Five-Star Reviews and Reputational Risks

Image is everything, and the bar is getting higher! Poor customer service leads to poor reviews. (We’ve all heard the horror stories and probably lived through a few.) Customers are likelier to choose YOU if you have stellar customer support reviews. If all you offer in 2023 is a phone number that goes to an IVR system, you’re courting disaster, especially if your system isn’t ADA-compliant or multilingual. (Two things that Botcopy has covered.)

Don’t Put All Your Eggs in the IVR Basket

Don’t ditch the IVR. Just don’t offer IVR ONLY. Instead, future-proof your customer experience by adding intelligent AI and live chat via your website. Many of your customers or citizens will choose your AI-powered web chat option and be so grateful that you took the time to make it available using Botcopy and Dialogflow.

Hesitant to change? Have you invested in an IVR system recently? We get it. However, adding AI-powered web messaging to your current setup is not complicated. We’ll make it easy for you.

The brands that crush it this year will probably be offering AI web chat, integrating automated support channels with back-end systems, and meeting the needs of users with disabilities or those who speak different languages. Be one of these winning organizations. Step up and take the initiative now.

TL;DR: Don’t risk your organization’s survival by relying solely on IVR. Instead, use Botcopy, a multi-modal approach that lives on your website and offers voice, text, images, carousels, lists, and live chat. All the data is stored in your own Google Cloud Project — a safe place you can trust. (You can read more about our bring-your-own cloud philosophy here.)

Visit Botcopy.com to get started with a free trial. And once you do, don’t hesitate to reach out for help. With our advanced messenger and live chat suite, our solid partnership with Google, and eager-beaver support, your success is inevitable!