Client engagement solutions should concentrate on providing an improved primary experience and help businesses increase revenue, expand margins, improve client satisfaction and preservation, and offer the much-needed differentiators in this competitive world.
Virtual Assistant technology is a new area that could be integrated with the existing applications, helping users to converse in natural language with a realistic online avatar that responds to their queries in text or voice.
They give a individualized experience that reduces the need of with regards to touch with support team; builds a brand image and increases customer satisfaction. It could be integrated with the existing applications as well increasing them and adding value to the skills they offer.
Here we explore how Virtual Assistants could be added to the Omni-channel communication solutions and speak about solutions developed for the insurance domain to help streamline and improvise their customer engagement opportunities.
Customer expects the appropriate response to their queries when they visit a support website or contact the helpdesk. They expect their questions answered, problems resolved so that the overall experience becomes a satisfying one.
Not really meeting their expectations would cause an unsatisfied customer and hence a loss to the enterprise brand. Other challenges in providing high quality service are the poor experience with support via web, phone or email, lack of product knowledge, long call waiting queues and linguistic misunderstandings etc.
Enterprises can significantly increase their brand value and sales by providing customers with fast and correct responses through an efficient customer engagement services. It can help them bettering their services, increasing customer satisfaction and retention.
Enterprises can leverage virtual assistant options enhancing their various customer care functions including enrollment form filling, first notice of loss claim, front desk, meeting reminders and other individualized services.
Meeting the ever-increasing expectations of the tech savvy users having various channels for communication, including web, mobile, Myspace, Twitter etc. Making a good first impression when a web application or a mobile iphone app is accessed for the first time and thereby increasing the chances of a revisit.
Providing a customized support at the time of a new bank account creation or product sign up which could need involving an agent. Offering a user-friendly self-service feature that could be faster than talking to a live agent as a preferred mechanism.
A tech virtual assistant is a conversational lifelike, online avatar that can imitate a conversation to offer voice or text-based engagement on any web application or mobile interface. They could converse in natural language with the avatar to reply to queries, understand questions, give you a detailed step-by-step activities for certain processes and provide cross-sell opportunities depending on interests, etc.
It is very effective in situations where call rates are incredibly high. They are capable of understanding different languages and can communicate in the natural language. Virtual Assistants can be very successfully applied to optimize the amount of support team size.
A Virtual Assistant not only resolves the query of the customers, but can even be configured to give more information about the promotions and offers. With regard to the example, if we have to fly from one destination to another, investment decision you won’t only inform about the flights, but also provides the specifics about the hotels where we can stay, promotions and offers, luggage limits, climate of the location and some other destination specific details that are configured.Read More