Are voicebots the future of customer service? Probably. Customers like companies that answer their questions efficiently, using their preferred channels. So it’s no wonder that bots are on the rise. Voicebots can clearly increase customer engagement and your customer service thanks to their flexibility. In this article, we’ll show you how a voicebot can improve your customer service and why you should use it.
Voicebots, the future of customer service?
Before choosing the communication channels you will use for your customer service, think about the channels your users prefer. It is important to know your target audience and the preferences of your customers before making a choice. The multi-channel option is also a very popular one. Some prefer SMS, others voice, email or voicebots or chatbots. Sometimes it’s a mix of everything! So, one piece of advice: adopt an omnichannel customer service strategy to meet customer expectations.
1. Bots are omnichannel
You can use bots almost everywhere, and deploy them wherever your customers are. Not only on your website but also on social media channels, your mobile app and via SMS. Allowing your customers to reach you 24/7, and through the channel they prefer, is a huge asset for the experience of your customers.
2. Voicebots are extremely effective for customer service
Bots have one big advantage over humans: they can handle hundreds of queries at the same time, without any effort. Moreover, they respond to your customers in real-time. They never get tired and are always fast and punctual. This is very important for consumers who are increasingly demanding today. Their expectations are growing and consumers are adopting new technologies at a rapid pace. They expect companies to do the same.
3. Voicebots increase your customer service
Voicebots increase customer engagement and service because they also help to be reactive. We realised that during the COVID-19 pandemic, consumers’ questions increased and their demands on response time/ease of finding information increased drastically! If your customers can make use of your bot to handle questions – from problems to questions about products, services, delivery time etc. – they become more attached to your brand and will be more likely to make frequent purchases.
4. Bots provide proactive notifications
« Hi, today at 2 PM, your package will be delivered » or « Dear John, today we give you a discount of 20%. Why? Because you’re great. Use the code JOHNISGREAT to add your discount to your order »: these are nice proactive bot notifications that increase the quality of your relationship with customers. Bots can make these things happen in seconds.
5. Bots give instant responses for your customers
In the last few years, companies have adapted to consumers by offering more empathetic and faster customer service. Bots make it possible to respond quickly while maintaining a “human” touch. If you ever had a conversation with a bot, you know that it responds within a second. Your customers all have a limited level of patience. Giving them the tools to have immediate responses is an outstanding way of increasing satisfaction.
6. Voicebots take care of the low-value customer interactions
For some questions, your customers don’t want to call your call centre. They want a self-service solution. Therefore, you can tackle all ‘basic’ and frequently asked questions through a bot. Moreover, if the question is too complex for the bot, it can transfer your customer to the right human agent. Automatic language processing and speech recognition allow the robot to better understand and learn from conversations.
7. Last but not least. Bots are long-term cost-effective
Bots are easy and cost-effective to introduce and are scalable to any kind of level you need. Compared to human call agents, bots are way cheaper. In the beginning, the investment is there, but in the long term and to propose an omnichannel and quality customer service, the bots are very profitable.
Would you like to introduce a bot? We have the right experience, ask our experts!