Consumer Service: How To Balance Human And Virtual Assistant Service

Consumer Service: How To Balance Human And Virtual Assistant Service

Almost everyone has a mobile device that is web enabled with immediate reach. With this, the standard of consumer expectations with customer service and experience is very high.

Previously, consumers phoned the brand for help, or even sent an e-mail ; now, however, the fastest way to make contact is via device – whether through the web, social media or SMS – getting the answer they seek.

It’s quite clear that people like to be in control and self-reliant to find answers to their questions, online and anytime. VaGuys111 will find all the informations about virtual assistant services.

According to Forrester Research, 84% of adults who are online try to answer their own questions using  digital self-service applications . Analysts have found that 53% of people are likely to  abandon a purchase if they can not find a quick answer to a question.

In addition, analysts also said  that “emerging technologies will drive the competitive differentiation of a company through customer service .” That’s not a big surprise since five years ago, Gartner Group predicted that by 2020, customers will manage 85% of its relationship with the brands without interacting with a human, meaning that the technology will have evolved and become a customer experiences in the future.

Time To Act Now

Based on this behavior change , brands are working hard to update their tools and services to enable consumers to find their way on the site, delivering the best service possible and maintaining high levels of satisfaction .

Tools like FAQs , automated guides and video tutorials are making it easier for people to find answers. However, based on the abstance statistics mentioned earlier, it is also very important to have other methods available to those consumers who may not be able to find their answers through these self-care.

When the transition from a human-to-automated service  is done naturally and transparently, the consumer will embrace the artificial intelligence involved, rather than being dissuaded by it.

In times like these, there remains the need to be able to interact with the client through a living, human interaction in order to resolve your more personalized or individual consultation . Here the ” live chat ” service is an option highly favored by many brands who are able to intelligently follow a customer’s movements around the site and identify when they are seeking help and reach them through of a chat.

While engagement chats may be more effective and have a higher return rate for resolutions than self- services , operational cost must be taken into account because it may be higher because of the need to have dedicated service representatives to manage these interactions.

Virtual Assistance Center

The ideal spot for companies with future vision will be to integrate a level of automation between self-service and live agents. With the evolution of technologies such as artificial intelligence and virtual assistant (VA) chat tools , advanced self-service technologies are coming of age and today can deliver the smart support that consumers crave while at the same time which reduce the pressure on live agents.

In fact, many innovators are already thinking about technologies that balance automated assistance with human agents .

A smart virtual assistant should be able to seamlessly connect to a real person within the same client interface, preserving the context of the conversation if necessary.

For example, a virtual assistant tasks should be able to assess whether a consumer needs to be transferred to an agent in live chat when the automated chat is not able to understand the question or if the user expresses that his question was not answered in a satisfactory way.

The brands now need to put the needs of consumers in front and be able to give answers to your questions as quickly as possible without getting behind the competitor that responds quickly. With a combination of self-service , virtual assistant and live chat , brands can provide  consumers with a complete service  that provides the answers they need when they need it, while allowing brands to reduce agent demands live and improve the customer experience as a whole.