(Image source: HONK.)
HONK Technologies (Los Angeles), a platform connecting drivers and towing professionals, has announced the release of a new contact center customer engagement tool: the HONK Virtual Assistant.
The new digital system combines interactive voice response (IVR) capabilities with a synchronized mobile web visual interface designed to help motorists who are in need of roadside assistance navigate self-service menus, making the information gathering process faster, more streamlined and comprehensive, according to the vendor. Motorists can set their smartphone to speaker and the IVR system audibly and visually walks them through the process of entering their service request details, car and location information into an enhanced mobile web experience built for ease of use and accuracy, a HONK statement explains. Motorists can interrupt to ask questions or speak to a call center representative at any point.
According to a CFI Group study, 55 percent of consumers say they are likely to use visual IVR for service inquiries if given the option. These tools can significantly reduce call wait times, provide a more intuitive customer experience and allow motorists the ability to choose how they want to engage with a business via multichannel contact methodologies, according to the study.
Even Faster Option to Request Service
“At HONK, we have an obsessive focus on the motorist’s customer experience, which has driven us to consistently achieve a Net Promoter Score of close to 90,” comments Corey Brundage, CEO and Founder, HONK. “Our new HONK Virtual Assistant gives motorists an even faster option to request service through a modern visual IVR system that delights customers and personalizes their experience while also making our internal systems more efficient.”