What is a positive customer experience? You're sure to think of call center agents that help customers in a timely and effective manner. However, have you found that when we turn to call centers for help, the development of ARTIFICIAL technology has driven AI operators to provide basic customer service through menus and speech recognition, and automated tools have had a significant and beneficial impact on the customer experience.
In this article, we will explore how The SparkleComm call center system enables a superior customer experience with AI operators/agents, interactive voice response (IVR) systems, virtual hold and automatic call distribution (ACD) systems.
Automated tools are already having a significant and beneficial impact on the customer experience
First, let's look at the statistics to understand the automated customer experience:
By looking at the statistics, we'll be surprised to see that customers have a more positive customer experience after the introduction of automation in The SparkleComm call center, while call center productivity has been liberated accordingly.
12% of customers feel that their frustration with customer service comes from a lack of speed in processing issues;
90% of customers expect to be serviced through an online agent portal;
37% of customers use AI agent services on the website;
30% of customers say AI agents are "very effective" at handling customer service issues.
SparkleComm call center AI agents and customer experience
AI agents are computer AI programs that simulate human conversations and help enterprises improve service efficiency and customer satisfaction through advanced AI technologies. A common way to interact with AI agents is through text or voice, and AI is becoming increasingly popular in terms of customer service. They can handle simple interactions of non-emotional classes as well as interactive information collection, storing interaction information for query and recall.
SparkleComm Call Center Interactive Voice Response (IVR) System and Customer Experience
The IVR system represents interactive voice response, through which calls can be routed to a human agent or AI agent location. The IVR system accepts voice or keyboard input. After entering the IVR system, you will provide customers with menu options, you can choose the corresponding menu function according to your needs, and let the AI help you deal with the problem.
The IVR system was introduced in 1962 and was hailed as a marvel of modern technology. However, after years of development, the IVR system did not reach the desired state. Customers complain that they can't find the menu options they want and the wait time is too long, or that the system can't understand speech input (such as dialects). However, the advancement of technology IVR systems has matured, compared with direct call manual agents, IVR systems can save customers time, improve service efficiency and bring better customer experience.
So how do you improve your IVR system to get a better customer experience? In fact, through customer demand research according to the different operating models of enterprises, IVR system configuration adjustments, you can make customers get a better experience effect:
The menu options should be useful and beneficial;
Whether the IVR system has a built-in self-service option;
Integrate business applications with IVR systems;
Transfer calls to agents with expertise and skills to handle customer issues.
Customers get a more positive customer experience after the call center automation is introduced
SparkleComm call center virtual retention (callback) and customer experience
Virtual hold( also known as callback) refers to the ability to enter a callback number while a customer is on service hold and wait for a call center agent to call back to the service at the appropriate time. Customers prefer to use the virtual retention option because they have more important things to do, with more than 63% of customers preferring to accept a callback rather than wait, and virtual retention technology can provide a better customer experience through callbacks.
SparkleComm Call Center Automated Call Distribution (ACD) system and customer experience
Automatic call assignment refers to the strategy of directing customers to the appropriate agent location, and for more insight you can read Automatic Call Assignment in Call Centers. For example, Mr. Li called his bank's customer service center to inquire about his rewards program, and the IVR system first learned about Mr. Wang's service needs, and suggested that Mr. Li connect ai agents or knowledge bases that can provide faster response channels to obtain the answers he needs, and then through the ACD system, customers can be circuited to the most suitable location.
Finally, a word about call deflection and avoiding calls
It is important to note the difference between routing calls to the appropriate location and deflecting calls and avoiding calls altogether. Call assignment can lead to a positive customer experience, while call deflection and call avoidance are human avoidance at the agent level. Avoiding calls reduces customer loyalty and makes customers choose new sales channels. Avoiding calls means that the agent doesn't want to answer. A call deflection policy can cause this to happen (although this is not the purpose of this policy), but it can also be that agents deliberately avoid it. If call deflection is deliberate, it irritates the customer and leads to a negative customer experience.
SparkleComm call center software enables you to achieve a superior customer experience through AI agents, interactive voice response (IVR) systems, callback and automated call distribution (ACD) system features that are important hallmarks of a general communications system, enabling your customers to get the help they need in a timely manner and increase customer loyalty.