No matter what cutting-edge technology you use and how big a problem you solve through it, it doesn’t cut it to anything unless you’re accessible to your customers. Disqualifying it as an inferior experience, customers don’t think twice before discarding a brand if they can’t access it easily. According to a 2020 LivePerson report, 85% of consumers worldwide like to message with brands. 75% of consumers said they’d spend more with brands that offer messaging.
While bad accessibility slices your brand reputation, being accessible can work wonders for your business. This defines the base of the rest of the post you’re about to read. We will identify and layout the different components that make up an effective inbound strategy that is scalable and sustainable for your business.
Starting with the need – an easy, functional, customized, and always avAIlable support that solves customers’ problems when they face them. Conversational AI’s place in an inbound call strategy is proven because of its ROI, such as a tailor-made customer experience, increased operations efficiency, reduced operational costs, data analysis, and many more.
Changing the realm of Customer Service
Conversational AI is for everyone – It’s a myth that conversational AI is only for those with big budgets. Today, sophisticated, cutting-edge conversational AI has become highly affordable and can be customized per every business’ inbound call strategy needs. Low code bot builder platforms such as assist365™ are now available for those without coding knowledge. There’s no training and no technical resources. Just install and be accessible to your customers, 24×7.
Higher efficiency of Customer Support teams – One of the most common pain points has been efficiency in handling calls, especially when there’s a surge in incoming requests and complAInts. And for a customer, nothing is more frustrating than that endless wAIt to be heard. Another challenge is a sudden surge of calls, including customers speaking different languages. Conversational AI altogether eliminates such challenges because of a) its ability to handle an enormous amount of calls and b) it is a multi-language assistant. In addition, by automating the processes and handling repetitive tasks, conversational AI lets the people in customer support teams focus on improving their product knowledge to deliver even better service. Did we also mention that this means less bandwidth, less server load, better line management, and, therefore, less time and resources? Speaking from our in-house experience, we have seen our customers reduce their operation costs by as much as 60% after deploying our conversational AI.
Customized recommendations – Conversational AI can assist a human in providing an excellent customer experience with recommendations during a call. It can provide data on the not-so-happy customers to help the representative deal with the situation. This allows the customer to get what she is looking for faster and saves time for the human assistant so she can attend to the next customer. Creating happy customers opens up opportunities for gAIning genuine and credible brand ambassadors that brands need today.
Predictive Call Routing – Conversational AI can easily handle first-level conversations and answer the frequently asked questions. In situations where a conversation becomes complex, it can transfer the call to the next available human agent in a matter of a few seconds. It can also assign incoming calls to the most suitable customer support agent. By augmenting this work, customer support centers can reduce their workload by up to 10%.
Bandwidth management – Businesses love to have an overflow of incoming requests from existing and potential customers. However, every extra bit of kb required for a phone call and the additional server load needs extra money and effort every time. So either you upgrade your server plan, or you expand if you have your server. This is not the case with Conversational AI because it comes with the capability to handle sudden and gradual surges. According to Juniper Research, chatbots will help businesses save more than $8 billion per year by 2022.
Conversational AI & Omnichannel Analytics – Customers shop anytime, anywhere, and expect Brands to provide a smooth experience while doing so. This is a challenge for human assistants who find it tough to resolve customer problems in different channels simultaneously. But with Conversational AI, it’s totally manageable because it can handle multiple channels in real-time for a smooth and satisfactory customer experience, and that too at a 70% lowered operational cost.
With AI-powered omnichannel voice analytics, brands can upload every single customer conversation and get deeper insights, and use these to both improve their customer experience and re-train the bots for improved efficiency. An AI omnichannel voice analytics tool like aura365™ can even do sentiment analysis of conversations.
The Smarter Hybrid Inbound Call Strategy
When customer experience is one of THE AIms of brands today, adopting conversational AI in their inbound call strategy is the next logical step. Customers who get solutions that are created just for them when they are looking for them will stick around longer. It doesn’t matter what size your business is today, but you can make every customer feel like the most important thing to you, thanks to conversational AI. A company that has an inbound call strategy that includes conversational AI is essentially fulfilling its promise of being available 24×7.