Improve the Bottom Line for Your Brand by Implementing Bots and Virtual Assistants
Frost & Sullivan article reveals how businesses can create a state-of-the-art partner ecosystem to achieve maximum customer value
SANTA CLARA, California, Sept. 19, 2017 /PRNewswire/ -- Given the importance of using customer experience to retain existing customers, it is counterintuitive that, in the court of business opinion, seemingly everyone wants to talk about using online and mobile to sell. However, few organizations are putting the same amount of energy and focus into using these channels to keep the customers they already have. The truth is a company's website and social sites are its portal to the world. Increasingly, those views of the company occur mainly or entirely on mobile devices, therefore, how a company handles each interaction, at each touch point, with every customer and prospect, is critical to success.
Frost & Sullivan's latest article, Can Bots and Virtual Assistants Help Boost Your Brand, shares insight on how and why businesses are striving to implement Bots and Virtual Assistants (VAs) to intelligently better serve customers, in order to enhance the customer experience and improve the bottom line.
To download the complimentary article, please visit: http://frost.ly/1r1
Recently, Frost & Sullivan moderated a "Virtual Think Tank" comprised of a group of Customer Experience Executives aimed at exchanging their thoughts about the advantages of utilizing Chat Bots and Virtual Assistants and how such technologies can result in the replacement of live agents, freeing them for more sophisticated customer service tasks.
"The 'always available' nature of Chat Bots and VAs and their ability to provide high-quality self-service options (especially the Millenials and Gen-C's who are eager for it) are some key selling points," stated Frost & Sullivan Digital Transformation – Customer Experience Industry Analyst Michael DeSalles. "Used well, they can also help streamline customer service operations to help improve the overall customer experience."
Unfortunately, a challenge many organizations currently face is incorporating Bots into mobile devices and apps. This is a specific but important issue, as early adopters are those who rely on mobile and apps the most; these are customers who are most ready for Bots and VAs, therefore companies need to be prepared to serve this customer segment.
Looking ahead advanced organizations and eventually all organizations are all working towards Artificial Intelligence (AI) solutions. Verizon Enterprise Solutions, in particular, is one of many companies that provide customer experience platforms which can leverage an entire ecosystem of AI and analytics partners to create solutions that provide e omnichannel support for customers.
"Overall, VAs offer a number of strategic benefits; From a customer-facing perspective, VAs deliver accurate, consistent, and personalized information across channels, providing answers that are channel, product, and user-specific. They enable customers to move seamlessly from one service channel to another, with self-service options that reduce call, email, and live chat interactions," continued DeSalles. "Meanwhile, the brand gains better insight into customer behavior to improve the customer experience and increases customer satisfaction metrics, usually within six months of VA deployment. This builds brand loyalty and increases sales."
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