Do you know that Virtual Agents are able to improve the customer experience while people are waiting for an answer? This technology understands and interprets customer questions and gives them advice related to the products and services offered, through each company contact point.
his type of technology is becoming a customer expectation: most of people enjoy a virtual interaction before purchase a product. So, nowadays organizations have to integrate their actual business with new virtual attributes to meet customer needs around receiving more information. It translates into an improvement in customer conversion and more opportunities to close a transaction successfully. It is important to note that Virtual Agents are not just a customer service solution for telecommunications companies, they are able to give recommendations of health topics, suggestions for interior design and advice about how to select the best present for a friend.
As stated before, the Virtual Agent solution can be used to create an interactive customer experience with the brand and help sales people to close a deal faster, for example giving more details about the product, comparing different prices or sharing other clients comments. For people that prefer to keep in contact through mobile, the virtual agent is available as a free app which is useful for finding the best answer to questions related to the product and service they are interested in.
The Virtual Agent also defines different client profiles to customize communication wherever they are, at the point of sales, on the website or on a smartphone. In this way, they support the sales team and support the client in his or her purchases decisions no matter the communication context. Gone are the days where you need to be in the physical point of sales to receive customized help. Plus, The Virtual Agent Technology has been created to recognize colloquial language and can answer faster and more precisely than a live, human agent. And this is reduction in wait time is critically important as it has been demonstrated that customer services that takes more than 5 minutes cause a wide decrease of re-purchase and loss of clients.
A recent report made by Forrester Research, Inc. shows that the uses of this solution enhance 28% from 2009 to 2012 and it keeps growing.
Thus, in such a competitive market, where waiting time is considered “lost time”, and clients demand more detailed and thorough information, there is no reason not to implement a virtual agent and make a better user experience.
