Online customer service is essential for companies these days. Offering real-time customer service can help boost the customers’ perception of the quality of service. An advancement in the online customer service is the use of virtual agents.
Virtual agents can help in improving the overall quality of customer service. However, the benefits of the virtual agents goes beyond customers. They also help in improving the sales and gain a competitive advantage over the rivals. With a virtual agent, a company can decrease the handling time and number of customers calls received by the company’s customer service personnel.
The virtual agent works when the customer service reps rest and utilize the knowledge base to provide instant replies to every query of the customer. Here are some of the other ways in which a company can benefit from a virtual help desk.
1. Improved Customer Engagement
The foremost benefit of virtual agents is that it results in more improved customer engagement. The virtual agent will never argue or treat the customers with disrespect. A well designed virtual agent seems like real to the customers.
Employees that spend less time on the customers are able to better engage with them and resolve their queries. Some of the virtual agents can be given a name that will allow the customers to feel as is conversing with a real person. Quality customer engagement results in more improved customer satisfaction.
2. Available Round the Clock
The digitally connected customers today want instant service. The standard 9-5 hours is not enough for the customers. In this context, a virtual assistant plays an invaluable role in improving customer service as it’s available round the clock. Customers can ask queries regarding the product or service anytime and get an instant solution.
3. Convenient for the Customers
A study by Forrester Research found that around 44 percent customers expect to have their questions answered through live chat when purchasing. This clearly shows the importance of providing online support for the companies.
4. Results in Cost Savings
Virtual support lowers the interaction costs with the customers. The virtual assistant can reduce the load on the real customer service reps. This will inevitably save cost for the company that will result in improved profitability.
5. Gain Greater Insights about the Customers
Implementing virtual assistant can help in gaining better insights about the customers. Analyzing the virtual chats can help the company in finding out about the pain points of the customers. The virtual customer service tool doubles as a research tool that can help the company in improving its overall customer service quality.
A virtual assistant is an invaluable digital technology that can help companies to up their customer service quality. Just make sure that the conduct thorough research before selecting a company that offers virtual assistant customer service. The convenience and cost savings of adopting the technology will benefit the employees, the customers, and the company.