Chatbot and phoning: complementary or conflicting strategies?
Chatbot and phoning for customer relations are two tools that remain increasingly essential today. In the midst of a digital boom and with the rise of new technologies, are chatbot and phoning today complementary or discordant? Digital transformation is pushing companies to always develop more of their different business processes. Whether it is their capacity to process demand, after-sales service or prospecting, the customer is at the heart of the Botswana Email List strategy. Certain processes no longer have the place of being like aggressive marketing strategies, because they no longer correspond to customer expectations. Indeed, nearly 75% of Internet users inquire before making a purchase decision.
So rethinking the customer relationship remains essential in the digital age. However, a question remains: can chatbot and phoning together make customer relations more efficient? Are they two completely separate tools or do they have a common future? The advantages of a chatbot in customer relations Having a chatbot has many advantages, whether in customer relationship or management. To begin with, customer relations today need a real personalization strategy.
The market today relies on pushing information to a specific person
However, chatbots do bring real personalization to demand. Since a chatbot is made up of artificial intelligence, that is to say algorithms, it follows a question-and-answer process. These algorithms are nothing more or less predefined scripts. A chatbot therefore has a dual purpose. It allows you to quickly respond to a question from a customer or a lead but also to provide information about it. To begin with, a chatbot makes it possible to respond to a request quickly via the web. Today, this is a small revolution in customer relations because we can get an answer almost instantly. However, a chatbot has limits, is that it is not able to respond to all requests. It all depends on the script it has. Despite this, the developers of these tools are working every day to fill in the gaps.
Secondly, a chatbot allows information to be transmitted. This information which is necessary for the proper functioning of a product and a service. In addition, it allows to personalize an offer and not to respond or offer something that would not interest the customer. To conclude, a chatbot is very useful for simple customer relations actions such as: Quickly troubleshoot a person Raise questions Have reliable customer and user data The advantages of customer relations by telephone Today, customer relations by telephone are at the heart of all strategic business discussions.
The question seems daring
But should we keep it or digitize everything? Various studies show that the contribution of the telephone as a communication tool remains essential in customer relations. A first study shows that 92% of interactions between a customer and a company are carried out by telephone. Even if 80% of them are not satisfied with the services of a call center, it remains essential to customer relations. This may seem paradoxical, but telephone customer services are still popular despite a form of reluctance. However, this reluctance comes from the large call centers outsourced abroad, such as those of certain mobile operators. Another significant point is that of the 82% of people who do not like call centers prefer people to digital.
Based on our 35 years of experience in the field of customer relations, we know that it is essential that a call center and / or after-sales service be specialized in a field. The fact that it is specialized makes it possible to interact between two professionals who are experts in their fields. The goal of a specialized call center like ours is to provide accurate information to the customers of our customers. The latter will not have in front of them a person unable to answer a question or not knowing the environment in which he is prospecting. We know from experience that thanks to this method, the satisfaction rate of end customers reaches 97%.