Faster more efficient customer service
Customers and employees now expect (and often need) to be able to interact with your organisation at any time of the day or night, on whatever channel is the most convenient for them, in real time. This can lead to unusual and unpredictable loads on your contact centre or service desk. This can make staffing difficult and/or expensive or result in long wait times and frustration for your customers. Tools such as online chat can help reduce the amount of incoming calls, but they still require you to predict and manage communication volumes and require competencies such as good written skills, and so, at best, provide modest efficiency gains.
Whilst some organisations have been able to close the gap with offshore call centres, these come with their own set of challenges including privacy and data security concerns, reliable telecommunications and consistency and training of staff who are representing your organisation.
Digital assistants, or enterprise ChatBots, provide a completely new approach that can enable your organisation to automatically respond to inquiries instantly, consistently and on a 24/7 basis. These programs are designed to interact with your customers in a conversational style using textual or auditory methods via a range of channels including popular social media and messaging apps, consumer devices, SMS or voice/telephone channels if required. This allows you to service your customers faster and at less cost and frees up your hard-working contact centre team to take the calls that matter most.