When the market is full of products that offer the same value, businesses need to provide value-added services to stand out from the crowd. The critical factor that offers excellent assistance in applying customer support services is to win the competitive business environment. This is where the voice chat service provides a great deal of assistance.
Helping the customers to resolve their queries quickly makes the customer feel delighted and listened to. However, do you know what the average wait time is to connect to customer support? According to BenchmarkPortal, the average call duration across all types of call centres is 5.97 minutes. Moreover, an agent places a phone call on hold for an average of 1 minute and 53 seconds.
This is where voice chat can assist the customer support team. During the normal working days, customer support faces various questions, right from generic to specific. Although one can quickly answer different generic questions, the work gets monotonous, and the agent can instead use this time to resolve complex queries.
Suggested Reading: Why Voice-Based Customer Support is the Future?
While ensuring that the bot provides additional service value, it also makes sure to reduce the burden of the existing staff. With the increasing trend of the voice chat app, it is a must for businesses to know about the same.
Let us briefly discuss what a voice chatbot is and why a business should have the voice chat mode for customers?
Voice chatbot—A quick view
In simple terms, a voice chatbot relates to the AI-powered software that works based on the natural language (NLU) to understand the customer’s speech and reply accordingly. Allowing businesses to connect to the customers quickly and revert to their queries, voice chat is a great tool to deliver customer satisfaction.
Gartner suggested that 25% of the customers will be diverted to voice interaction bots by 2023. The voice chat app allows customers to communicate with digital assistants to resolve queries and reduces the burden of the customer service team by diverting the calls.
Simple voicebots that are customer-oriented and help users perform basic tasks on a day-to-day basis. Right from booking meetings to ordering food, various voice chat apps offer seamless integration. Additionally, voice chatbots are an indispensable part of the customer support team. Let us see how.
Value added by voice chat to a customer support team
Connecting with customer service and listening to the IVR is frustrating. This creates a customer experience on the hostile front that can lead to the loss of the potential client.
Replacing the same voice chatbot is a great option that facilitates quick resolution and service. Adding a voice chat to the customer service team offers the following key benefits:
1. Cater to a more extensive base quickly
The number of calls reaching a customer support team is immense, whereas the resources are limited. Adding a voice chatbot app can help divert the common queries to the AI, allowing quick service to a more extensive customer base.
Implementing intelligent inbound call routing, automated verification, and confirmation operations bots create an excellent opportunity to deliver more service in less time.
2. Reduced wait period
The long wait period on the customer support queue is one of the primary reasons for customer dissatisfaction. One bad experience can lead to a customer jumping to a competitor’s service. Hence, the business can use a voice chat service to handle multiple queries at a single point in time.
By allowing bots to answer common questions, a company can significantly reduce the wait time. It also provides a unified customer view and provides relevant information and context to agents to resolve complex queries in no time.
3. 24*7 and quick accessibility
Voice-based chatbots offer quicker and round the clock accessibility as compared to text-based chatbots. The customer can directly connect anytime to the voice chat option to get the answer to their questions. The bot-driven conversations are automatic and do not require a customer support team, improving the overall customer experience.
4. No need to repeat details
The customer service team is excellent at their job, but remembering every detail related to the customer is impossible. Transferring calls from agent to agent requires you to repeat the question or problem, which is one reason for dissatisfaction. Conversely, the AI can seamlessly remember the details and ensure consistency and context setting in customer support using a voice chatbot.
5. Personalisation and customisation leading to conversion
When connecting with the voice chat app, the customer interaction can turn into a profitable lead based on personalisation and customisation. Using AI technology that integrates with your various tool, you can match the customer needs and offer tailor-made resolutions.
6. Saves time and money
The primary aim of the business is to earn profits. With the voice chat service option integrated with the customer support team, businesses can shift the repetitive tasks from teams to bots. This will save time, reduce the chances of error, and increase productivity. It also reduces the need for extra staff during peak periods and minimises the training needs, which is cost-savvy.
Voice chat and customer support: Service quality approach
To conclude, voice chat service and assistance are one of the most impressive advancements in recent years. Offering users the ability to connect with voicebots and have their issues answered has decreased the pressure on employees and eased the transfer of general and recurrent questions to a rapid resolution model.
As per Campaign Monitor, 74% of the respondents prefer using a voicebot for their queries. Several applications in medical, banking, education, and real estate use voicebots due to their numerous advantages.
Verloop.io offers conversational AI that can help the businesses and customer support teams reduce time, cost, and pressure while ensuring effectiveness is maintained as the top priority. Take a demo from our experts to understand how it can benefit your business.