Developing a digital strategy is essential to creating a successful contact centre.
In 2022 it was predicted that 70% of customer interactions will involve technologies such as machine learning, chatbots and mobile messaging – this is up from 15% in 2018.
Digital solutions, such as Digital Assistants, are therefore becoming a crucial part of the customer experience.
What is a Digital Assistant?
A Digital Assistant, also known as a Chatbot, is an artificial intelligence software that produces simulated human conversation to those who need help.
They’re often regarded as one of the most advanced uses of technology for contact centre efficiency. Chatbots are now used across all industries and sectors to save time and money – and the advantages can be endless
1. Lower your costs
Using Digital Assistants can save your organisation money, no matter its size. Salaries, recruitment and training can be expensive – making Digital Assistants a great long-term investment.
After the initial set up, all you need to do is conduct security checks and necessary updates. This frees up capital to use in other areas of your business.
2. Limitless scalability for a more efficient service
Time is a crucial part of customer service. Your customers’ time matters – and you want to show that you value their journey with your organisation.
Digital assistants provide human-like communication at a much faster speed, allowing your customers great customer service in a fraction of the time. A human phone operator can deal with one person at a time, whilst a chatbot can supply answers to thousands of people at any given moment.
Quality of answers is also a factor. Whilst a human operator could get confused or take longer to find the correct information, these variables are removed with a chatbot.
3. 24/7 availability
Contact centres need to be available 24/7. Being on hold or asked to wait in a large queue can have a huge impact on new or existing customers.
That’s where chatbots can help. They require little to no monitoring when at work, which means they can respond to out of hours queries quickly. This can influence customer satisfaction – and help your organisation stand out.
4. Machine Learning and utilising data
Machine learning is a form of artificial intelligence that uses algorithms to learn from the data it processes.
This can be used in several ways by digital assistants, such as collecting and analysing data, using machine learning to improve the customer experience and enabling your organisation to gain real-time insights for continuous improvement.
An example would be to analyse the search terms that customers use when self-serving on your website. This enables you to adjust the information available so it’s easier to find and answers questions.
5. Increase reach
Spending prolonged periods on the phone with a representative or waiting for an email back can be a tedious process. It could steer away your potential leads, customers, or contributors, especially if their query is small and simple.
Tailoring your communications channels to suit a wider range of people will naturally mean a wider range of people are likely to engage with your service. Chatbots answer customer questions as soon as a message is sent and supply better customer service more consistently than a human operator.
With increasing ways to communicate, preferences of communication styles are also increasing. The more options you give people to engage with your organisation, the more likely they are to do so.
6. Improve efficiency
Chatbots improve efficiency for your organisation by enabling customers to find the answers they need quickly. They can automate decisions and complex calculations within service workflows, while empowering customers to self-serve for both simple and complex requests.
This automation approach frees up valuable time for your frontline staff to work on other important tasks where a human is always needed. It also ensures that your customers receive a quick resolution to their queries.
Get in touch to find out how Digital Assistants can transform your customer experience.
