Chatbots.org Business News

The first week of October marked National Customer Service Week (#NCSW13) and a quick Twitter search showed lots of organisations recognising their service teams and sharing their top tips for providing the best service possible. It’s no secret that the service and support you provide can make or break your customer experience. Hiring the right people for your contact centre is key when it comes to providing superior service, but just like any other profession, your team can’t be successful without the correct tools for the job.

Social networks have created a borderline between how customers and companies communicated in the past and what it is currently happening: from the Facebook and Twitter launch, both actors are able to interact without intermediaries.

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.

As in other industries, a good banking service makes it easy to achieve a fast and nice interaction between the company and its clients. In this respect, Banks have always been innovative in the implementation of any self-service solutions, like the ATM and the home-banking. Next step concerns to answering client questions and any other inquiry through multiple digital platforms, dominated by the mobile banking

Organizations are beginning to implement Virtual Agent solutions for customer service all around the world as a result of cheaper structural costs and consumer preference vs. its human counterparts. It is demonstrated that consumers prefer to interact with these intelligent avatars when seeking assistance on CS inquiries.

Automation technologies like natural language interaction and IVR have revolutionized the way customers interact with the customer service function.

There is little doubt that the mobile revolution has changed consumer expectations. According to a recent study by Clickfox on mobile customer service, over 78% of consumers use mobile apps for customer service purposes such as billing, account status/updates and interactive chat. And the estimated 8 billion handheld devices in use over the next few years is nothing short of a clarion call for financial services, telecommunications, and other companies to stake their mobile CRM claim. That means that to stay on top, enterprises need to provide personalisation, accessibility, and superior service both on and offline to create a meaningful and cohesive customer experience.

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales and support, today announced availability of a packaged integration with Moxie Software’s Chat Spaces™, for both sales and services.  The integrated solution delivers a next generation customer experience that meets the needs of today’s digital-savvy customers, who increasingly dictate when, where and how they want to engage with a company.

Online Virtual AssistantsVirtual Assistants increasingly becoming the first point of contact for users who need help from customer service. However, sometimes it is inevitable that a real customer service agent steps in and deals with the customer query. And here comes the twist; to whom does the service agent turn to when he or she needs help in resolving a question? To a virtual assistant of course!

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online support, today announced the availability of its marketing and sales IVAs.  Already a leader in virtual agents for support with the largest number of live enterprise intelligent virtual agents for the Global 2000, VirtuOz now offers a full suite of enterprise-class IVAs, enabling companies to create digital customer relationships and to engage with today’s online consumer across all transactions. 

In addition, VirtuOz revealed Chloe, the company’s new virtual agent for online marketing.  Using VirtuOz’ cloud-based solution and best practices, Chloe not only answers questions about the virtual agent market, the company, its products, services, and customers, she also represents VirtuOz’ unique brand.  She is designed to address the needs of prospective customers, partners, investors, and even job applicants and will serve as a showcase for virtual agent best practices as she continues to learn.