The modern consumer has grown to expect fast, efficient customer service whenever they need it. Businesses that fail to tick the right boxes as far as customer service is concerned often find themselves in an uphill battle when it comes to customer retention.
One approach businesses are using to better address the needs of customers is the integration of voice technology into customer service operations.
Introducing Voicebots
In the past, the use of voice assistants in customer service workflows didn’t go beyond using them to provide people with menu options to dial on their phone (“Press 1 for English,” “Press 2 for refunds,” etc.). Today, the landscape has shifted significantly with the rise of AI-driven voice assistants or voicebots.
These conversational AI assistants consist of speech recognition and Natural Language Processing (NLP) models. They can have natural human-like conversations with users, addressing any concerns they might have. The incorporation of this type of voice technology into customer service workflows hold a lot of benefits for both businesses and customers.
How Voice Technology in Customer Service Is Reducing Operational Costs
Quality integration of voice technology in customer service is helping to reduce operational costs in the following ways.
Automation of Repetitive Customer Service Tasks
Voice assistants capable of handling voice queries can take on the bulk of the routine inquiries customer service agents have to handle including resetting passwords, checking order status, or answering questions that already exist in the FAQs repository. This allows businesses to only maintain human agents for handling complex issues.
Round-The-Clock Availability
Virtual assistants powered by voice technology can answer questions from customers at any time of the day. Therefore, businesses don’t have to invest in onshore or offshore staffing to maintain extended call center hours.
Better Call Routing and Resolution
Most customers express displeasure at getting bounced around customer service teams when looking for solutions to their problems. Voicebots solve that problem by intelligently routing calls to the right department based on the customer’s needs.
This ensures no human agents are attending to calls that aren’t meant for them and cuts down the time it takes to resolve issues.
Reduced Need for Data Entry Teams and Lower Risk of Data Entry Errors
Voice technology has also helped businesses eliminate or reduce the cost of maintaining transcription teams. These systems can automatically transcribe phone calls and customer interaction, saving time and reducing the errors that often occur with manual data input.
How Voice Technology in Customer Service Is Increasing Customer Satisfaction
Businesses using voice technology in customer service are satisfying customers better through:
- Faster resolution times. Improved call routing and automated response to routine inquiries mean customers can get support faster.
- More natural interactions. With the ever-increasing dependence on voice assistants, more people now prefer using voice to navigate menus and ask questions. Modern natural language processing technologies have made this easier than ever.
- Improved accessibility. Voice technology makes it easier for visually or physically impaired customers to enjoy quality customer service.
- Personalized support. Voice AI systems can personalize the service experience by looking at customer data and any previous interactions.
Take advantage of voice technology for your business.
