What is a Virtual Consultant and How Does It Work?
Customer service automation is now widely implemented not only in international corporations and large enterprises but also in smaller companies. This is driven by the desire to reduce costs associated with maintaining a team of consultants and efficiently handling a large volume of calls. Another reason for the popularity of virtual consultants is the need for personalized communication and 24/7 availability. Due to their nearly unlimited configurability, virtual agents are universally applicable. They are ideal for debt collection agencies, online stores, service companies, customer service departments and technical sections handling issues such as breakdowns or damages.
Virtual Agent – Basic Information
Terms like virtual consultant, voicebot and virtual assistant refer to technology used for automated interaction with customers. In practice, this means that without any human intervention, interested parties receive necessary information, help and support, for example, in various emergency situations. Customer service automation provides mutual benefits. Call center employees are not involved in repetitive processes such as providing information and identity verification, allowing them to focus on more complex tasks. Meanwhile, callers can quickly resolve their issues without waiting to connect with a call center employee.
Implementing, Testing, and Analyzing the System
Although a virtual assistant offers extensive configuration options, the time required for its implementation is very short, regardless of the number of incoming calls. The entire platform is designed to make configuration, adding and removing functionalities as easy as possible. Why is this important?
- Primarily, due to the ability to customize the conversation script individually. Every company has slightly different communication standards, so the ability to configure it freely ensures that a virtual consultant will be effective in practically any industry.
- All implemented modifications are subject to analysis, allowing for ongoing monitoring of their effectiveness and making adjustments as necessary.
From the first day of operation, a virtual agent significantly relieves consultants. Additionally, even with a sudden increase in incoming calls, there is no need to hire new staff. It is also important to note that automating customer service does not reduce quality. On the contrary, proper configuration of the virtual assistant guarantees increased customer satisfaction, which directly translates into increased trust.
Scalability and Cost Reduction
A virtual receptionist operates consistently regardless of the number of incoming calls, which is vital for businesses with seasonal spikes in demand for their products or services. The lack of need to hire additional staff significantly reduces costs. A virtual consultant can answer all frequently asked questions and if necessary, quickly transfer the call to an employee. This allows a small team of consultants to handle a large volume of incoming calls professionally.
Virtual Receptionist – A New Quality of Service
Customizable scenarios allow the virtual agent to handle not only simple inquiries but also more complex ones. Expanding the service enables quick resolution of various issues without involving consultants. Professional service is one of the most effective ways to build long-term customer relationships, benefiting both parties.
- Currently, the most valuable currency is time. Automating customer service allows for maximum shortening of conversations, the entire service process, and the time needed to solve customer issues. A virtual consultant guides the customer step-by-step through procedures like password recovery, ticket registration, or many other matters that do not require speaking with a live agent.
- The virtual agent, or more precisely, the script containing only the necessary information for the customer, is individually tailored to the specific issue. This means that a person calling to resolve a particular matter receives only the information relevant to them and nothing more.
Individual approach and consideration of customers’ time are the foundations on which many companies have built their success.
Additional Features of a Virtual Consultant
Depending on the industry and the client’s requirements, the voice of the voicebot responsible for customer interaction can be customized. In some cases, a speech synthesizer may be appropriate, while in others, a professional narrator’s voice might be better. The virtual consultant stands out for its universal application.
- Besides customer service, it can effectively verify and evaluate leads obtained from a website.
- The virtual agent can check up to several thousand leads daily. Effective sorting ensures that only genuinely interested individuals are contacted, reducing costs, increasing sales and minimizing time spent on uninterested parties.
Customer service automation continues to evolve. By adding new functionalities, it is successfully used in increasingly complex matters. Customers appreciate these solutions because they are simple, secure and efficient. A virtual agent provides unlimited access, allowing interested parties to carry out their plans and obtain valuable information regardless of the day, time or night.