High on emotion!
The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for.
Virtual Customer Assistants or Chatbots offer organizations a new dimension in customer service – but not all virtual customer assistants are created equal.
It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. However, it is exactly this kind of consistency that the modern customer demands.
Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve.
Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including telephone, mobile, chat or social media.
Once upon a time, quality and price were the essences of buying decisions. However, today more and more brands are chosen based on whether the overall customer experience matches customer expectations, and delivering a frictionless, cross-channel customer experience is the key.
Digital transformation is the ultimate goal of most contact centers, and the ideal gateway to such transformation is a tool that can significantly improve customer service while also reducing costs – Visual IVR.
Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context.