People check in for flights, hotels and inns and buy goods using automated machines. Consumers are responding positively to self-service systems, and the need for customer service personnel is rapidly diminishing.
December 24, 2010
Decline in customer service and rise in self-service
New technologies allow consumers to freely explore the endless amount of products and information on the Internet. Because of this, consumers The most influential consumers on the web are Twittering themselves. People check in for flights, hotels and inns and buy goods using automated machines. Consumers are responding positively to self-service systems, and the need for customer service personnel is rapidly diminishing.
With this rise in self-service, most customers buy products through online shopping and the number of shopping sites is growing rapidly. Most consumers are satisfied with the ease of shopping online. However, when clients are faced with a challenge, finding solutions can often be tiring and frustrating.
Retailers are working hard to continually improve the online shopping experience, but many still use outdated customer service methods. Search Engines and FAQ Pages Not Satisfying Customers and Companies 7 reasons why you should work for a large company should look for new ways that will allow customers to get rid of potential problems.
In the past, many companies believed that their only customer relationship management solution was to create a call center with a large pool of qualified employees. Small businesses were struggling with the costs of such massive headcount growth, and larger businesses had too many customers to adequately and profitably serve each of them. Companies are relentlessly creating new technologies and trends for online stores, and old customer relationship management strategies are no longer being applied.
Consumers have questions and concerns that they expect to be answered quickly and easily. According to consumer market research, 57% of online consumers in the US report that they are very likely to abandon online purchases if they cannot get quick answers to their questions. The dichotomy of online shoppers is that they want both to be guided when shopping and to be self-reliant at the same time. For many businesses, virtual agents have proven to be the most effective way to help consumers help themselves.
What are virtual agents?
Intelligent Virtual Agents (IVAs) are programs that act as online reps serving customers. They have a human appearance and a conversational style of speech. These agents interact directly with customers to help with various internet services. Essentially, IVA is the ideal customer service employee. They have extensive business knowledge, can speak multiple languages, work 24 hours a day, and can personally help hundreds or thousands of clients at the same time.
The agent provides personal and direct advice to consumers in a more efficient way than search engines or FAQ pages. Many companies are already successfully implementing the IVA program, including Ikea, Ebay and Paypal. Now clients visiting these sites can ask “Anna” or “Alexa” or “Sarah” to help them find what they are looking for or give them the answer they need.
How can virtual agents help your business?
Using virtual agents to assist with customer service can help a company in many ways. They can talk and answer questions, providing clients with personal and immediate assistance.
Consumers can communicate with the representative as if they are familiar. More independent customers prefer automated representatives because they feel less inclined to rush and are free to ask any question in any quantity.
The virtual agent has the unique ability to be everywhere at the same time. A person employed in the service sector can only help a certain number of clients in a certain time. As a company grows, retaining a skilled workforce who can competently serve an ever-increasing number of customers can be costly. Virtual Agents (AVIs) can help customers find solutions without having to go to customer service representatives.
Much of the information consumers are looking for is already available on the Internet. However, navigating through pages of information without help can be frustrating and may discourage customers from returning to purchase. Mark Gaidos, vice president of worldwide marketing system VirtyOZ, explained that simply giving a customer a huge amount of information and hoping that they will find the products they need is not enough. “Virtual agents are able to help customers instantly, rather than leaving them to search for information on their own.”
Virtual agents (AVIs) can also act as a business intelligence collector to enhance the customer experience when they need to speak to the person serving them. Customer concerns can be referred to the appropriate call center, where personalized information is provided directly to the representative, making everything easier and faster for both the representative and the consumer.
As new technologies and trends in e-commerce develop, virtual agents (AVIs) provide customers with customization and service improvement services along with these changes. Consumers Can Now Go To Stores From Mobile Devices Using Social Social Ranking Already Dying Out? media. While many people struggle with using search engines instead of new programs and devices, AVI is making an easy transition to mobile phones, Facebook Conversation with Sam Altman of Loopt, and even Second Life. As different industries are experimenting with new ways to attract customers, virtual agents are ready to go.