Virtual Assistant for Improving Customer Engagement

In recent years, the appearance of social networks, mobile smartphones, big data, analysis and clouds has fundamentally changed our lives and the way we work and interact. These forces have increased customer expectations, promoting companies to reconsider their end -to -end customer experience strategy. Customer participation solutions should focus on providing improved direct experience and helping companies increase revenues, expanding margins, improving customer satisfaction and retention, and offering very necessary differentiators in this competitive world.

Virtual assistant technology is a new area that could be integrated with existing applications, which helps users to talk in natural language with an online realistic avatar that responds to their text or voice consultations. They offer a personalized experience that reduces the need to be in contact with the support team; Build a brand image and increase customer satisfaction. It could also be integrated with the existing applications that extend them and add value to the services they offer how to setup contracts for a virtual assistant.

Here we explore how virtual attendees could be added to omnicanal communication solutions and talk about solutions developed for insurance domain to help rationalize and improvise their client participation opportunities.

Introduction

The client awaits the appropriate response to their queries when visiting a support website or communicates with the assistance service. They expect your consultations to respond, the problems solved for the general experience to become satisfactory. Not fulfilling your expectations would result in an unsatisfied client and, therefore, a loss for the business brand. Other challenges to provide high quality service are bad experience with support through the web, telephone or email, lack of product knowledge, long call waiting tails and linguistic misunderstandings, etc.

Companies can significantly increase the value and sales of their brand by providing customers with rapid and correct responses through an effective customer participation service. It can help them improve their services, increasing customer satisfaction and retention. Companies can take advantage of virtual assistant solutions improving their diverse customer service functions, including filling the registration form, the first loss claim, just reception claim, meetings reminders and other personalized services.

As virtual assistant solutions are becoming popular, many suppliers have presented their market solutions. Some of the popular suppliers in the market are: Creative Virtual, Egin, IntelireSpons, then Matiz Nina and Anboto.

Challenges in customer participation services

These are some of the key challenges that companies face to manage customer commitments:

• Comply with the increasing expectations of technology expert users who have several communication channels, including web, mobile, facebook, twitter, etc.

• Make a good first impression when accessing a web application or a mobile application for the first time and, therefore, increases the possibilities of a review.

• Provide personalized support at the time of a new creation of the account or registration of products that may need to involve an agent.

• Provide an easy -to -use self -service function that could be faster than talking to a live agent as a preferred mechanism.

Overview

A virtual assistant is an online realistic avatar online that can simulate a conversation to offer a voice -based participation in any web application or mobile interface. They can talk in natural language with Avatar to answer consultations, understand questions, offer detailed activities step by step for certain processes and provide cross -sale opportunities depending on interest, etc. It is very effective in scenarios where call rates are very high. They are able to understand different languages ​​and can communicate in natural language. Virtual attendees can be implemented with great success to optimize the size number of the support equipment.

A virtual assistant not only resolves customer consultation, but can also be configured to give more information about promotions and offers. For the example, if we have to fly from one place to another, it will not only report on the flights, but also provide the details about the hotels where we can stay, promotions and offers, luggage limits, climate of destination and any other specific details of destination that are configured.