Intelligent automation has become a mainstay for great customer service – allowing companies to more easily scale to meet increasing customer demands. More specifically, Forrester Research writes that organizations are increasingly turning to live chat and virtual agent tools as a winning combination for online service… And for good reason: the ability to scale immediate, contextual assistance makes chat technology a key tool in the eBusiness executive’s arsenal.
Live chat and virtual assistants work hand-in-hand for delivering service that meets the demands of today’s digitally-savvy online customer. However, as Greg Pal wrote recently, the key is to create intelligent virtual assistants that add value and improve the customer experience – not just use them to automate the chat channel.
Integration of live chat and virtual assistants with a solid, shared and constantly improving knowledge base is at the core of offering seamless interactions that increase customer satisfaction and conversion rates. Siloed chat channels and interactions are both aggravating and time-consuming for the customer – and, ultimately, counterproductive and more expensive for the business. Nothing frustrates consumers more than having to continually repeat the same information in their moment of need. The good news is that customers want to be able to help themselves!
Integrating digital solutions like Web chat and virtual assistants is essential to meeting customer demands and avoiding customer annoyance. Added bonuses not to be overlooked are the potential for decreased customer service costs through live contact deflection (whether agent chat or phone call), and reducing the time an agent spends with a customer because of front loaded information gathered in and delivered from the self-service virtual assistant.
So, what are the best practices to accelerate the ROI of online chat with the integration of virtual assistants? Forrester Research Principal Analyst Brendan Witcher recently interviewed 11 companies to find the answer. He’ll be a guest speaker at a webinar on April 7 where he’ll share key takeaways around the increasing customer demand for seamless engagement via chat. Brendan will also cover how chat and virtual assistant integration can deliver substantial business advantages like boosting conversion rates and cutting chat costs.
During the Webinar, I’ll also be presenting actual case studies including how Windstream Communications has achieved a 45 percent year-on-year reduction in live chat volume. Please be sure to register and join us for the webinar! We’ll also be giving all those who register a free copy of the Forrester report by Brendan Witcher entitled “Good Alone, Better Together: Integrating Chat and Virtual Agents”.