It is no secret that happy customers lead to more revenue. Thus, how you interact with your customers is crucial for your business.
| Research by Deloitte says that companies that provide an exceptional customer experience reap 60% more profit than those that don’t have a customer strategy in place. |
However, evolving customer expectations has become a common challenge for customer-facing businesses, such as retail companies. While shopping online, customers demand a great deal of attention and pampering. Making them wait to talk to a human agent can frustrate them.
| 70% of businesses are going to implement at least one AI-driven automation in the coming years, says McKinsey. |
Although Chatbots have been around for some time, buyers prefer Voicebots, which enable faster checkout through personalized, human-like interactions.
One should clearly understand that AI-powered Voicebots do not replace human agents. Instead, they facilitate human agents to take advisory roles – which need skills and expertise – by taking care of manual, repetitive tasks, such as answering queries.
Contact Center Automation with Voicebot
One of the main challenges is to decide what type of interactions should be automated. However, the brand must focus on automating repetitive queries. The automation will free up time for human agents, and customers would enjoy self-service, a win-win for everyone.
Order Mangement
Most of the calls that retail businesses receive are related to orders, and these queries are easy to automate with a Voicebot.
| “40% of all customer calls are WISMO (Where is my order?) queries” |
If a WISMO call takes 5 minutes, your agents need more than 80 hours for 1000 calls. Now, you can imagine how much savings a Voicebot can bring in for you.
Another plus point of the Voicebot is that it can answer high volumes of order-related queries concurrently, making human-like conversations, unlike frustrating IVRs. The bot can simply identify the order with the help of the customer and tell the location of the order. At the same time, the customer can easily cancel or replace the order.
High Volumes of Seasonal Calls
One of the main challenges contact centers face is the seasonal surge of calls. For example, in winter, automative retailers get high volumes of calls because it is the season in which customers want their vehicles serviced to deal with the weather.
| On certain occasions, calls in contact centers rises over 600%, says a research by Deloitte |
Recruiting a team of human agents and training them just for seasonal calls does not seem like a good idea. Also, you cannot make customers wait over calls as it could be frustrating. In such situations, Voicebot is a perfect alternative because it can manage high volumes of concurrent calls.
Outbound Calls
Proactive customer support involves reaching customers with the information they would like to know – for example, calling them to tell the status of their orders. This way, customers feel that you care about them.
You can automate several tasks through outbound calls, such as informing about offers, prompting checkouts, and confirming deliveries.
Identity Verification
Agents at contact centers ask customers for some information, such as date of birth or address, to confirm their identities. You can integrate your CRM or ERP systems with Voicebot to automate the identity verification process. This way, agents take over calls once the identities of callers are verified.
Summary
Voicebots help retailers automate repetitive queries, so human agents can focus on important things – for example, resolving complex customer issues and generating leads. This way, retail brands can address the evolving customer expectation and drive business growth.
Developing and implementing Voicebot can be a tedious, time-consuming process, and it needs skills. However, you can leverage Floatbot’s DIY, no-code platform to deploy a Voicebot within an hour.
