Virtual Assistants are available for a variety of business concerns, from answering routine questions, to purchasing products, to making payments. Many of these types of transactions can be handled without speaking to an agent. They are available 24x7, but which one is right for you? And why?
We are also noticing an interest in having virtual assistants help agents (especially new ones, or ones in a remote location). Having a place to ask questions and allow the VA to send you to not only the answer, but direct you to the location (for example in a CRM system) is very helpful and should be considered for agent efficiency AND agent satisfaction.
Deploying a ChatBot on a website or in your mobile app is a game changer. Although all of us have gone to lengths to make these locations customer friendly, customers just don’t have the tolerance for reading everything to try to get the answer to their questions. As a result, having a place for them to type a question and get a response which can lead to an exchange/conversation can be incredibly satisfying to the customer. If the BOT no longer feels confident in the answer, then the transaction can be sent to a human agent for more help. This notifies the agent on the entire conversation so they can pick it up there.
Interactive Voice response units reach their full potential once we make it easy for customers to work with them. Being able to use your voice (and have it be understood) is a bonus. Current technology has advanced to allow for more conversation to take place during an interaction. Additionally, through improved analytics, we understand the sentiment the customer is portraying as well as where they interact and don’t with the IVR. Adjustments to the IVR can be made to contain and satisfy more customers. Click here for more information. Personalizing the customer experience allows companies to shorten response times to customer inquiries, increase customer satisfaction and reduce costs through automation.
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