Relation client selfcare voix

Article

Customer relationship over the phone:
selfcare in sight!

Ghazi Benabid account executive calldesk voicebot callbot
Ghazi Benabid
Account Executive

2 novembre 2018

How to take advantage of new technologies to provide a seamless and personalized experience for your customers, directly on the phone channel?

Customer Relationship Management is now at the heart of corporate strategy, and is proving to be a real differentiating factor. It is therefore more important than ever to offer a level of service that meets the ever-increasing demands of Customers, at the risk of being preferred by a company that is more responsive.

Accessibility, reactivity, customization… how to meet these expectations and build customer loyalty? In recent years, self care seems to have provided an answer to these challenges.

However, while efforts have mainly focused on Digital, calls remain an important part of customer contacts. So how to work efficiently with these requests? Nearly 75% of companies have an IVR, proof that the desire to operate self-service on the Voice channel is present. At a time when AI is being developed, how can we take advantage of new technologies to offer a qualitative and fluid experience, and true customer autonomy directly… on the phone?

The era of selfcare

For several years now, self care has occupied a prominent place in the strategies of the Customer Relations Departments to meet accessibility challenges.

A plethora of solutions are now available to promote customer autonomy. Chatbots, dynamic FAQs, mobile applications or customer areas on the web are all ways for consumers to obtain information, or perform simple management actions, on their own.

The benefits are multiple, both for the Client and the Company. From a customer point of view, these new contact channels meet expectations in terms of immediacy, availability and simplicity. They offer an alternative to overstretched contact centres. For companies, it is also the hope of relieving congestion in historical channels such as the telephone, and a way to reduce the costs associated with processing simple and low value-added requests.

Digital is therefore at the heart of this self-service revolution. But what about the Voice Channel? Are telephone flows really being impacted downward by these new communication channels?

The Voice channel remains the Customer’s main point of contact

If digital self care has bet on a decrease in telephone flows, the reality is quite different. Indeed, the Voice channel remains the preferred point of contact for French people. In fact, 85% of them use it to reach their Customer Service (according to SP2C/E&Y). Despite efforts to divert flows, calls persist.

Rather than deterring calls, it is therefore a matter of finding a suitable solution on the telephone channel. True customer proximity must offer the customer the possibility of using the channel of his choice, while at the same time providing the same quality of service. If the Customer’s preferred channel remains the telephone, he must therefore be allowed to process his requests in this way, and not be forced to use other media.

So why not focus on self care applied to the Voice?

Voicebot: Customer autonomy at the end of the line!

Self care on the telephone channel is now possible, and has proven its worth! Through virtual voice agents, artificial intelligence, allows level 1 calls to be processed end-to-end in natural language. An intelligent and vocal virtual assistant can answer calls related to refund tracking, appointment scheduling or even claims reporting… without waiting time for the Customer and on extended hours.

Optimizing the management of telephone flows must no longer rhyme with deterrence. It is now possible to offer a qualitative customer experience over the telephone channel, while reducing the cost of processing simple requests.

The state of the art technology allows self care rates of more than 80% to be achieved. In practical terms, this means that the vast majority of calls handled by a vital voice agent are fully automated. The company can thus immediately provide simple answers to the Client, thanks to technology – while freeing up the time of advisors on more complex interactions, and with higher added value.

In conclusion… It seems that self care is now effectively within Voice reach!

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