When you need customer support, you want fast, consistent and accurate answers across applications, devices or channels – using whichever touchpoint you prefer to engage. Your customers aren’t any different.
Every customer support interaction can result in delight or disappointment. Your ability to acquire, grow, and retain customers hinges upon which experience you deliver. Research shows that 91% of unsatisfied customers will part ways with a brand, and 78% of clients will back out of a purchase due to a poor customer experience . The emerging support landscape will force you to match great customer service experiences from far outside your normal competitors. And in today’s fast-paced reality, it’s too costly to let rigid, unintelligent bots or demand spikes derail your customer experience.
Yet, the full scope of customer experience is broader than the customer care provided by service and support centers. It must provide exceptional, consistent, and personalized experiences at all points of engagement. Every moment of friction that your customers have in doing business with you will cost you money.
What’s changing this landscape are the rapid technology advances in conversational AI that now enable the interoperability of customer care touchpoints. These technologies are designed to help smooth areas of friction that can cause you to lose customers, and they can do this across virtually any channel such as telephony, voice, text or web messaging. Best of all, these AI-powered virtual agents don’t require data scientists or programmers to develop.
Virtual agents do more than just chat and relay basic information repurposed from a website.
- Truly understand nuanced phrasing in voice and chat interactions to discover what your customers want and need
- Seamlessly deliver accurate information across channels with the least amount of friction
- Connect to your backend systems to intelligently drive problems to resolution
- Learn with each interaction how to efficiently resolve even complex issues
- Scale as your needs evolve