One of the best ways for companies to improve their customer service operations is automated services; These tools are all about cost savings without losing service quality. Here at Callzilla, we want you to know about some of the automated tools you can add to your customer care department. Follow along and find what suits your company the most.
ChatBots
ChatBots are capable of answering customers’ questions faster and more effectively than live agents. This software can be programmed to answer FAQs, give information about services you want to promote, and compile the information your customers provide so you can use it to create marketing strategies and generate more leads. Callzilla’s ChatBot uses Artificial intelligence, allowing the software to learn from customers’ interactions and, based on frequency, suggest more questions to be added.
IVR
IVR (interactive voice response), also known as VoiceBot, is programmed with a decision tree to guide your customers through different options. The tool uses Natural Language Processing to have “conversations” and reroute inbound calls based on the number typed. It can also use its cloud-based memory to pull information and personalize the customer experience or give real-time information about your product or service. IVR is also a simple option to make your customer support department more inclusive since visually impaired customers can benefit from its speech-to-text technology, which allows the tool to also understand speech commands.
Callback Service
Callbacks have become a very popular service in recent years, especially in contact centers with a high call volume. Waiting on the line when no live agents are available can be an insufferable experience for callers; this tool gives them the option to keep their place in the queue and be automatically called back when the agent is ready to take the call. The tool can be added to your IVR, and we can input any recording if you wish.
Voice Broadcast Messaging
This automated process is used to send a previously recorded message to multiple phone numbers in a list. Adding this service to your department means your agents don’t have to perform this task, which consumes time and resources. You can also program different messages to be sent to different audiences, such as members, subscribers, and even employees.
SMS
Similar to Voice Broadcast Messaging, this service mass delivers text messages to a list of contacts. It can be used to send announcements to your clients, or as an interactive experience, inviting customers to perform an action by responding to the same text. In the same way, it can be used to send texts to different target audiences.
As you can see, the benefits of service automation are multiple: from optimizing your agent’s work to improving your customer satisfaction, and most importantly being a cost-saving option for businesses with tight budgets.
If you are ready to up your customer service game with these tools, contact us. We will create a service automation framework specially designed to cater to the needs of your company.
About the Author: Neal Topf
