Though COVID-19 has interrupted almost every aspect of daily life, customer service organisations have been expected to offer uninterrupted support. Social distancing and store closures have caused consumers to flood support centres with questions and requests that are increasingly difficult to resolve, due to the technical and practical challenges of remote call centre operations.
It's never been more important to be able to offer self-service options that help customers get what they need. It's also never been easier to implement advanced self-service solutions thanks to Intelligent Virtual Agents (IVAs). IVAs are powered by artificial intelligence and use the latest speech technologies to automate simple and increasingly complex customer requests over voice, chat and messaging channels.
Here, we explore some key reasons your self-service strategy should include chat and messaging IVAs, and how to implement them effectively.
The pandemic has accelerated digital engagement
The importance of "meeting customers where they are" has been well documented, and there’s no question that more of our daily lives are taking place online - from virtual classrooms to telemedicine.
According to McKinsey and Company’s COVID-19 US Consumer Pulse Survey, consumers have been adopting and intensifying digital behaviours such as online shopping and entertainment streaming during the pandemic. And they “exhibit strong intent” to continue those behaviours beyond the current situation.
Chat and messaging channels will be a natural choice for customers who might be researching potential purchases on their laptops or checking account balances on a smartphone. Plus, COVID-19 has brought increased attention to the low-friction user experience and 24/7 reachability of chat and messaging IVAs, as agencies like the World Health Organization and the CDC have deployed them to help consumers get critical health and safety information.
You can enhance your customer experience with proactive service
The ability to automate outbound notifications to your customers via SMS or messaging apps such as WhatsApp offers many key benefits, especially in the current climate. IVAs can help businesses manage call centre demand by quickly deploying messages to update customers about delivery delays, new operating hours or changes in service. They can also allow your service organisation to provide a more proactive service experience, which is increasingly important to customers. According to the most recent Salesforce State of the Connected Customer report, 51% of consumers now expect companies to anticipate their needs, and 62% expect companies to send personalised offers or discounts based on items they’ve already purchased.
Consider how a hair salon, for example, could delight customers by automating an outbound message that includes their reopening date and an opportunity to automatically book an appointment via text. Knowing that customers will be more conscious of spending, the salon could also sweeten the deal with a relevant discount.
Additionally, automating regular outbound surveys can help your business stay in tune with your customers as market conditions evolve.