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WhatsApp Chatbot for Business: All you need to know

One of the currently introduced features of WhatsApp is WhatsApp Chatbot for Business which has acquired more than 5 million business users within a year of its launch. In today’s fast-paced world, every business requires a WhatsApp chatbot to reach customers, increase customer engagement and solve the customer’s queries.

WhatsApp Chatbot for Business – What is it All About?

Whatsapp chatbot sounds interesting, and is considered good for businesses. It is an automated software powered by artificial intelligence that automates your sales and customer support. 

Using the WhatsApp chatbot, people can communicate via chat interface about the services and products of the business. In addition, there will be a set of automated replies in the chatbot to make a human conversation on WhatsApp.

The entire concept of the WhatsApp chatbot is based on an artificial intelligence program because of which company simulates human interactions. This currently introduced feature of Whatsapp opened the WhatsApp API for businesses irrespective of the business size, business owners can use this feature to reach and serve their customers better.

Suppose you have a business looking for a way to offer excellent customer service. In that case, you must consider using WhatsApp chatbots. For a business, AI-powered WhatsApp is of great usage in many aspects.

  • When consistent business growth and an extensive client base, it becomes difficult to communicate with each client manually. 
  • Responding to every customer’s query will also increase the waiting time for other customers. 
  • When a business cannot reply to the queries or provide better customer service, this results in lower customer satisfaction. This is something that no business would want.

To overcome these business issues, business owners can use the AI-powered WhatsApp chatbots. In this way, businesses will stay in touch with the customers and respond to them automatically in just a few seconds. 

When it comes to the number of whats app users, it has billions of users across the world. Let’s have a look at some important statistics:

  • 1 billion people use WhatsApp every day.
  • India (200 million users) and Brazil are the two biggest WhatsApp markets (120 million users)
  • Spain (83.1%), Italy (85.1%), and the Netherlands (85%), have the highest penetration rates (83 percent )
  • Users of WhatsApp for Business: 3 million
  • 65 billion WhatsApp messages are sent each day (29 million messages per minute)

Why does a Business Require WhatsApp ChatBots?

Whatsapp Chatbot

As mentioned above, the WhatsApp chatbot is useful for staying connected. If there are highly engaged customers, they might buy more of your services or solutions, which further helps businesses to grow organically. Here are some of the ways through which any sort of business can automate their processes via WhatsApp chatbot-

  • It’s a good retargeting platform
  • Sending business-related notifications through WhatsApp
  • Automated queries and replies for customers

Reasons Why your Business Needs WhatsApp Chatbot

WhatsApp is the most popular global app for communicating with others. The introduction of chatbots also increased the number of its customer base globally. There are several reasons that every business owner should know-

Around the clock, automated customer support use of emails, texts, and calls are traditional customer support methods. But, WhatsApp is a messenger platform that is convenient and quickly available compared to the traditional ones. 

Undoubtedly, WhatsApp has become the primary support channel through which it’s easy to stay connected with customers. By using the Whatsapp Chatbot, businesses can provide around-the-clock automated customer support. No matter what time it is, a business will be able to answer customers’ queries and provide assistance to them.

Read More: Best AI Chatbot Features to Deliver Expectational Customer Service

With WhatsApp chatbots, you can connect with your existing and potential customers at the same time. As chatbot is available 24*7, there will be a delay in assisting the customers, which can increase business sales. Sometimes, a business’s customer support team might go on leave or vacation, but this won’t be an issue with WhatsApp chatbots. It will be there around the clock for your audience.

1. Quick Resolution of the Query

No matter what business it is, your customer will only be satisfied if their queries are answered, and assistance is provided right on time. Customers find the business worthy of trying when they get a quick response. The new-age customers want an instant response from the business regarding services and products.

While buying the service or product, customers will have a lot of queries in their minds. Suppose customers do not get a quick reply from your customer support. In that case, there are chances that customers might change their minds about product buying.

Whatsapp Chatbot is any business’s savior that enables the business to automate queries related to their product range and services. AI-powered Whatsapp helps businesses craft different conversation stage. 

2. Ensures Customer Engagement

Customer engagement is one of the biggest reasons every business must have a WhatsApp chatbot. Every business, small or big, knows the importance of customer engagement. One of the factors on which customers’ behavior depends is how well you assist them in solving their queries.

With the help of WhatsApp chatbots, the business can easily reach out to customers without any limitations or geographical boundaries. Traditional texts and emails will have a low open rate as compared to the chatbots of Whatsapp. Therefore, AI-powered WhatsApp is boosting the customer engagement strategy for many enterprises globally.

3. Saves Time and Boosts Productivity

Using WhatsApp Business Platform not only helps businesses to reach customers but also to save customers time. To get connected or seek customer support, they don’t have to use their laptops or download any specific application. 

WhatsApp chatbot can help both businesses and customers in saving time. Businesses can send information about their service and products to many people through this platform. Also, they can automatically interact with many customers at the same time.

To Sum up…

By looking at all the points mentioned above, it can be concluded that the WhatsApp chatbot is an effective communication platform for any size of business. AI-powered WhatsApp helps businesses provide around-the-clock customer assistance to their clients and satisfy them completely. 

Improving Customer Feedback with Conversational AI Technology

Present-day organizations look forward to utilizing every opportunity to interact with their target customers and learn more about their experiences. They spend millions of dollars in setting up email campaigns, review sites, and website analytics just to know what their customers think of the products/services they offer. The best part is – all of this is done for a good reason.

As per a survey conducted by the Harvard Business Review, customers who are asked for feedback were more than three times as likely to have opened new accounts for purchase than the ones who weren’t surveyed. But asking for feedback comes with its share of challenges.

Firstly, not every user will tell you the truth but would explain what they think is important, hence adding up to the inaccuracy of the overall feedback loop. This is where the right technology can help you (as a business owner) know what really excites your buyer and what makes them despise what you sell.

Before we dive into the technological aspect, let’s understand the basics of customer feedback and what makes it so crucial for every business.

What is Customer Feedback and Why Should you Gather it?

As per its definition, customer feedback refers to the information about the benefits, issues, and experiences shared by target customers while dealing with your products or services. It can be collected via different methods, such as polls, surveys, and interviews.

The ‘WHY’ behind collecting customer feedback is quite clear – you cannot succeed in business without listening to your customers. By considering customer feedback carefully, the product, sales, and support can better understand the likes and dislikes of your customers and identify the room for improvement. It will act as a guiding force for the growth of your company, helping you find gems that can make it easier to adapt the product/service quality or customer experience over time

In other words, asking for feedback is one way to keep your customers at the center of everything you do.

You can select any of the following methods to collect customer feedback:

  • Feedback surveys
  • Sharing of feedback forms via email
  • Personalized interaction with potential and loyal customers
  • Customer interviews
  • Short in-app surveys
  • Website feedback widgets
  • Social media channels
  • Feedback forms or polls on your business website

What More can you do After Collecting Customer Feedback?

Collection of customer feedback via different means or methods is just half the battle won. But it is also important to be aware of the next big things you need to do to take full advantage of your learnings about customer reviews. 

You can use customer feedback to:

1. Analyze User Behavior

By asking for customer feedback explicitly, you can get to know what appealed to them the most before they chose to buy from you. You can also monitor how customers from different cohorts behave on your website, which areas are most clickable, where they drop off, and similar others.

2. Identify Potential Churners and Loyal Customers

Loyal customers to your brand are the ones that spend a lot of time with your offering and prefer to buy again. Their feedback helps attract others in the same or parallel niche. Besides this, you can utilize feedback and related data to find customer segments who leave without buying or raising a concern. Based on the results, you can make a list of actions that confirms the lack of interest and make improvements in product, branding, or marketing strategy

3. Find which Customer Segment Needs more Attention

New visitors, trial conversions, active trial users, or repeat customers are a few typical segments for most businesses. Over time, you would also want to know which segments are growing or shrinking, which can be best done by collecting customer feedback. This will help you understand what works for each of these segments and how to grow them accordingly.

4. Find Product Improvement Areas

In every industry, some of your customers will always have some exciting ideas about improving the product/service that never came to your mind. By considering such advice from loyal customers, you can set your brand apart as the one that genuinely cares for its customers.

Read More: Conversational AI: Transforming EX & CX with Automation

5. Include Feedback into your Product Roadmap

One way to come close to the ideal market fit is to incorporate customer feedback into the product roadmap. Based on the suitability of the customers’ ideas about your business, you can analyze the corresponding need and make way for the new features. The biggest challenge here is to get the customers to suggest product improvements that matter to them.

6. Optimize the Conversion Path

In some cases, customer feedback helps in identifying high-friction elements on your site that tend to increase the bounce rate and reduce conversions. Similarly, you can prevent leakages as potential customers move from one stage to another in their buyer’s journey.

7. Nurture Potential Advocates of your Business

Gathering feedback will also help in finding the happiest of users who can be nurtured into advocates to promote your brand in their community and recommend it to others. You can either motivate them to do this with monetary rewards or send ‘thank you’ notes to appreciate their contribution.

8. Improve your Marketing and Sales Efforts

With regular customer feedback collection, you will be in a better position to pick product features for your marketing campaigns. For example, you can plan for special discounts for a specific user segment around a feature that they like the most. Similarly, the findings can be used to lead one-to-one sales conversations to success. 

By now, you might have got a good idea of the importance of customer feedback and what you can do with it. Let’s move to how you can do that and the technology you need for it.

Moving Towards Customer Feedback Management with Conversational AI

Collecting feedback from your customers is of no use until you have planned a way to manage the same for the betterment of your business. Without appropriately addressing the large volume of feedback most businesses receive, persistent issues with the product or service are often left unaddressed over time.

For both individuals and companies, feedback is often misconstrued, particularly when it is not constructive. The truth is – customers feel glad to share their feedback about a brand – whether positive or negative. As per the Microsoft report, 77% of customers have a favorable view of a brand that asks for and accepts feedback. Whether you get a complaint or a suggestion as feedback, it is crucial to manage the experience your business offers to the consumers.

This is where customer feedback management comes to the rescue. It involves both a set of technologies and practice to improve the interactions customers have with your brand. It requires advanced technology to automate the customer support processes properly, organize data, and address issues that arise.

Read More: Conversational AI Platforms: Determining the Right Solution for Your Business

Role of Conversational AI in Customer Feedback Management

Conversational AI refers to the technology with which users can converse or talk, hence the name. It utilizes large volumes of data, NLP, and machine learning to imitate human interactions, recognizes speech and text inputs, and translates their meanings.

This type of artificial intelligence can offer brands a personalized and automated solution to interact with their customers. It not only helps overcome the challenge of managing customer feedback but also offers customers an experience where they feel their feedback will be heard. Knowing that they can communicate directly with your brand and get reliable responses, they will most likely build better relationships and ROI.

You should also know that:

  • You can implement conversational AI in a way that your customers get quick responses and answers when they need them. This way, the technology serves as a gateway for more feedback to come in and make your business thrive. 
  • The feedback loop need not be limited to AI but also involve human touch in delicate situations. For example, you can incorporate a human handoff feature with conversational AI to enable users to request a live customer support service. 
  • Conversational AI can help you deal with negative feedback or bad customer experiences so that your team can instantly redress their issues and get the necessary feedback.

What Makes Conversational AI the Customer Service of Both Present and Future?

Having agents available to provide customer support and collect feedback is still vital. However, the time it takes to get this done manually can be reduced significantly with deployment of AI-based chatbots and virtual assistants. In the current hyper-digital environment, conversational AI helps unlock the concealed potential of organizations at a big scale.

The growth of conversational AI market is an indicator of its rising demand because of the benefits like:

1. Real-time Customer Assistance

This technology offers self-service to consumers on both mobile and web along with omnichannel support. It works 24×7 and reduces manual intervention for general customer queries. For complex tasks, it transfers the tickets to the service desk agents for further resolution.

2. Personalized Resolution of Customer Queries

Conversation AI bots are designed to understand the natural nuance of a language using NLP and carry the context across different conversations to offer relevant resolutions to customers. Whether it is about handling IT tasks or managing finances, AI chatbots or voice bots can be used to reduce customer churn.

3. Support Agent Assistance

A conversational AI solution can help service desk agents in getting easy access to the CRM, back-end system, customer information, and their past queries. This helps them become more efficient and productive when at work.

Final Thoughts

In the post-pandemic world we all have started to step into, meeting customer expectations through business offerings is even more important. With the help of conversational AI, you can deliver a hyper-personalized experience to resolve customer queries or while collecting their feedback. Since AI bots are not scripted or rule-based, they can facilitate actual conversations with your customers to enhance their experience.

Join Hands with Ameyo to Get Started with Conversational AI

Once you have determined where conversational AI can be helpful for your business, it’s time to join hands with Ameyo – a leading brand offering CX-rich solutions that are scalable, agent-friendly, and easy to use. Our conversational AI solutions – voicebot and chatbot, are designed to help your organization manage customer interactions.

Future of Work at Contact Centers in the Coming Years

Technology is the knowledge of techniques that has become a global requisite and is not just a mere application tool. As per TOI, Technology refers to all the methods, devices, or systems used for research in the advancing world. However, to use it properly requires appropriate skills, knowledge, and competence. Unfortunately, this knowledge is lacking in massive numbers in society.

Here comes the future: Contact Centers that help gain those skills.

Technology is best when it brings people together; the future of work at contact centers seems highly bright here.

Companies and all kinds of businesses today need perfect communication with their customers. This is highly important to cater to a better customer experience and have excellent and appealing feedback. Contact centers set by the companies can do this interaction and communication.

Now, let us see how the future of work at contact centers will expand and what all vulnerabilities can be faced by it for several factors.

What is Driving the Need for Contact Centres ?

There are various factors that act as driving force in the contact centers:

Driving Factors of Contact Centers

Contact Centers

– Necessity is the mother of invention. So is the need for contact centers in today’s world. It’s a necessity rather than being considered just a formality set up by any company. 

-There are several problems faced by people nowadays considering the latest nuances of technology. In such cases, they demand help, and that help can be catered to them by the contact centers.

Since customers are the real assets for any company or organization, safeguarding them should be the chief goal of any company. Therefore, the employees at the contact centers work efficiently for that. 

-Any issues, feedback, suggestions, etc., can be embraced in the company with the help of their contact center solutions.

Read More: Top 10 Benefits of Cloud Contact Center

– Therefore, companies today need an expanding number of contact channels to interact with their customers. From normal phone calls, emails, and video calls to live chat support systems, contact center agents are needed on all platforms. 

-This also serves as a huge reason for the question of why contact centers still play an integral part and a significant role in receiving great and positive customer feedback.

-These satisfactory and high-quality relationships with customers drive the need for contact centers as this will help transform them into potential customers. And consequently, this will nurture the company’s growth.

What can be the Future of Work at Contact Centers Seemingly?

-Seemingly, companies cannot imagine how to promote good customer experience measurement without contact centers. Also, people can not think to get rid of their technical handling issues without the help of customer care contact services. 

-The contact center’s primary purpose is to help people in either ways, whether it’s the normal customers who are striving to learn the technology usage or the people who require employment to cater to the needs of their families.

-Many people have their jobs as contact center agents and help others get with the flow of the latest technology. Their importance gets displayed whenever an everyday consumer faces a problem with any product or technology. In such cases, one can simply grab their phone and go to the contact center services, where they get instant help.

Read More: Top 6 Keys to Operational Excellence in your Cloud Contact Center

Latest Technologies Engrossed in the Contact Centers

Now, talking of the latest technological trends incorporated in the contact services domain, we must first understand a few things. In the last few years, we have seen how the customer service industry has been outplayed. Also, people have come to rely more on this service in the pandemic era. 

The new pandemic-driven ways of working included the growing digital transformation trend. All of this increased the bar for productive customer service experiences.

Many of the new techniques include these trends. However, a few of them can be named as follows. 

Contact Centers
  • Call center automation tools for buildups
  • Digital interactions
  • Expansion in training possibilities
  • Demand for self-service
  • Safe and secure policies
  • Analytics for insights

There are many more such new initiatives, ideas and technologies bolting up in the market. Their main aim is to help the customers by endorsing more with them.

What are Few of the Vulnerabilities that can Affect the Future of Contact Centers?

-There is no doubt that technology has helped both people and contact agents to interact more effectively with the customers. However, there are various vulnerabilities faced by the contact centers from the too advanced technology. 

-Advancement in technology has started replacing many things which have been there for decades.

-Artificial intelligence has got into the game and can handle simple and repetitive calls. It can automate portions or even all of the customer calls. This helps the customer support agents by giving them time to handle more sophisticated calls. However, their high usage can replace contact agents completely. 

–Artificial intelligence (AI), digitalization, and voice automation are a few of the challenging long-term viabilities of contact centers nowadays. They tend to be presented as an alternative to contact agents.

Since the advent of technology, various threats are visible for human contact agents. Moreover, there are chances that the latest trending technologies will soon reintegrate the call center services. It’s easier said than done. 

Building such well-positioned and renowned contact centers can be a much more hefty task than imagined. It is a big and important task. However, since setting up a proper contact center in any company is a big project, it demands foolproof and premium planning. After that, it will be much easier to get up gradually.

Once done with the setup, the main goal of achieving a perfect customer relationship is accomplished. Thus, businesses can speculate that contact centers play a role of grave importance in today’s world. Though one cannot assure about the future, one can, however, indeed be sure that the future of work at contact centers is at a fast pace and also is very helpful.

Top 6 Keys to Operational Excellence in your Cloud Contact Center

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. Therefore, Answering promptly and solving issues efficiently is an important standard of a contact center.

To achieve this goal, everything depends on the effort of the contact center regarding the area of operational efficiency. Therefore, it is always seen that contact centers with good operational efficiency are inclined to be more profitable.

As per a recent survey conducted by the company executives across the globe, it is found that according to three-quarters polled claim that their main goal remains professional efficiency.

They are aware that when operational processes are adequately streamlined, it can enhance customer experiences besides boosting their bottom line.

Here are some of the highlights:

• Cloud Contact Center’s main goal is to provide a positive customer experience in a short period to maintain low costs besides ensuring success. 

• Operational efficiency is the key to running a profitable and well-set cloud contact center.

• Numerous strategies should be opted by management to enhance and maintain operational excellence, besides implementing high-end software tools.

Significance of Key Operational Excellence in Cloud Contact Center

In today’s world, the business landscape is moving at a breakneck pace. Due to the increase in competition and changing customer needs, it has become much more challenging to grow and sustain a business.

Thus, an organization must have an effective and efficient operation to sustain the competitive market. Hence, organizations need to make operational excellence their key deliverable besides aligning it to their strategic goals to sustain in the competitive world.

Prior, you start looking at top steps to operational excellence. It is imperative to conduct an in-depth evaluation of your existing call center operations to understand what’s working and what is not working and what should be your plan of action for operational excellence.

Unfortunately, there is no one size fit approach to evaluate the current scenario of your contact center. However, a few basic questions will help you evaluate your existing Contact center.

  • Usually your agents take how many calls to resolve the customer’s issue?
  • What is the customers’ waiting period before connecting to an agent?
  • How consistently do we follow after every interaction to measure customer satisfaction?
  • With existing technology, are our agents able to support customers fully?
  • Are we currently offering customers self-service options?
  • Are the customers satisfied with our contact center?
  • Are our agents satisfied with the workplace?

This list of questions will help you understand your Contact Center‘s existing scenario. In addition, this will help you to understand what would be the best solution to achieve operational excellence in Cloud Contact Center.

Six Key Steps to Operational Excellence in Cloud Contact Centers

So, now the question is what contact centers can do to improve operational efficiency?

Cloud Contact Center

1. Be Dedicated on Providing a Good Customer Experience

The main aim of a contact center is to make sure that the customer leaves satisfied with the service. Therefore, no matter why the customer approached the contact center, contact centers cater to customer queries and resolve the issues.

To cater the customers well, you should closely monitor how efficient the agents are in helping the customers. Cloud contact centers can evaluate it by measuring quality assurance daily, requesting each caller for feedback, identifying the areas of weakness among agents, and ensuring ongoing training of agents to keep them updated. 

Thus, continuous evaluation and implementation of new strategies can lead to operational excellence.

2. Improvement of Agents Workflow

It’s quite common for agents to experience hurdles while trying to do their work. For example, they may face trouble in assisting customers while searching for information required for a good customer experience. They may also face issues with the technology they need to use while taking calls.

These issues can hamper an agent’s workflow, which means a waste of time and money for the contact center. Not only this, but it can also lead to agent burnout, which can also make a high turnover rate for contact centers, thus leading to unnecessary costs that can negatively impact the profitability of any business.

Therefore, it is crucial to optimize agent workflow to ensure that customer support is handled appropriately while minimizing costs. Contact centers can enhance workflow by prioritizing customer support properly, making proper assigning calls, and implementing self-service options for customers; thus, they can use this self-service option whenever possible.

3. Optimize Call Handling Time

Usually, call time should be as short as possible to save time. However, the focus must not only be on reducing average call time, but it could negatively impact customer experience. Well, call timing should be reduced while maintaining the quality of customer service.

The process of quality assurance should incorporate average call time metrics besides assessing whether the agent was able to address the customer’s issue and provide a solution to it. Analyzing these metrics can help to reduce call time without compromising customer experience.

4. Make a Good Script

For every contact center, the staple is a comprehensive script that agents follow. Usually, such comprehensive scripts cover the most common question that users may ask and the issues that they may face. It also helps agents handle calls efficiently, which saves time besides ensuring that the information is appropriately related to the customer.

Read More: Uplifting Contact Center Operations (2022 Edition)

It is also necessary to keep in mind that agents should not completely rely on scripts to solve any issues or answer any specific question. Customers can usually detect whether an agent is reading through a script or not and often don’t like to sit and listen to a speech.

Thus, agents should have the proficiency to personalize their scripts and use their skills while communicating with the customers and answering their queries.

While using the scripts, agents should efficiently personalize them to make them sound natural when reading them. Furthermore, agents should handle scripts in a conversational tone besides including numerous scenarios covering multiple questions and issues.

5. Self-evaluating Tools should be Included for Agents

Managers should have metrics to evaluate the agents’ performance in the contact center. Besides this, it is also beneficial for the agents to self-evaluate their performance.

Incorporating these tools makes agents feel more empowered and valued in the workplace. Self-evaluating also encourages agents to be more committed, and thus, they perform better.

One of the best ways for the agents to self-evaluate is by including a scorecard. It not only helps to measure customer satisfaction instead, but it is also beneficial for agents to review their performance and make enhancements where required.

6. Implementing Innovative Cloud-based Technology

Contact centers should implement some form of digital technology to make the task of agents more proficient besides enhancing the overall experience of the customers. For example, most Cloud-based technologies are designed to make video conferencing, telephone communications, and team messaging more accessible and flexible.

Conclusion

Operational excellence acts as a framework to help businesses focus on their growth and execute strategies far better than their competitors. However, the drive to keep enhancing and have the limit to pursue innovation and growth depends on two primary factors: the excellent management of operations and the commitment to a good culture focusing on customers’ needs and empowering staff. 

If your staff is well empowered, they have a clear picture of goals and plans; they feel secure in taking the initiative and also come up with solutions to fix an issue. Thus, operational excellence plays a crucial role in the growth of Cloud Contact Center.

How Different Industries Can Leverage WhatsApp Business To Improve Customer Experience

Customer experience has been one of the top priorities for brands ever since the concept’s inception. So naturally, delivering a seamless experience becomes crucial in differentiating a business from its competitors. 

To understand the customers’ perception of a business, nothing works better than a personal connection, and WhatsApp Business platform has been doing it effectively for brands across the globe. 

When Facebook transformed WhatsApp into a business tool, it opened up a world of potential for brands to leverage. 

The popularity of WhatsApp as a personal messenger was already sky-high, and integrating it as a business chatbot enhanced customer engagement by quite a notch. 

Using WhatsApp as a chatbot helps brands improve customer experience by improving their availability, multi-lingual interactivity, and automated activities by connecting with them directly. Further, it leverages personalization to an extent where the customers are compelled to interact with the communications. 

So, how are various industries using WhatsApp Business? And what is the impact of using personalized tools on a sector such as healthcare? Let’s find out.  

How Vital Is WhatsApp Business In Improving Customer Experience

Before we find out the specific use case of using WhatsApp for Business in healthcare, it is vital to understand the features that make it an instant success among brands. Some of the essential features that make WhatsApp such an interactive chatbot are listed below:

Popularity 

With a massive user base and frequent usage patterns, WhatsApp is one of the most popular personal messengers. Moreover, the impact of WhatsApp in delivering key messages with urgency and personalization is unmatched by any other tool. 

Since the messaging strategies behave more personalized, improving interaction becomes more focused. 

Further, quick API integration allows brands to include product offerings, offer customized recommendations, and enhance purchase intent due to its urgent nature. 

Security and Compliance 

WhatsApp Business offers high-end security through its end-to-end encryption algorithm that avoids spam and fraudulent activities. 

Furthermore, encryption makes the messages private between the sender and recipient and prevents misuse of personal information by any third-party service provider. 

WhatsApp Business also complies with cybersecurity protocols like GDPR or data-handling compliance, improving customer trust. 

Feature-rich and Efficient 

WhatsApp Business helps brands leverage several features to improve customer engagement using message templates and periodic update notifications. 

It can also help integrate facilities like trigger messages, updating using rich images, and multimedia content. All these features allow brands to create a seamless user journey, eventually improving the overall customer experience. 

Offers Great ROI 

WhatsApp for businesses is used by integrating an API into their existing CRM that allows human conversation. Automated chat support provides flexibility and scalability to brands and manages multiple logins to carry out simultaneous discussions. 

Consequently, the entire system becomes very economical, and conversations become easier, especially repetitive conversations. Subsequently, it allows businesses to derive an effective ROI by optimizing investment costs. 

Ease of Implementation & Use

Since WhatsApp Business is integrated using only an API, it requires no tedious coding. Further, the interface is user-friendly and convenient for both types of end-users. 

The overall interactivity and seamless conversational UI help businesses scale up their customer conversation and offer a better experience without any hassles.

How Are Industries Using WhatsApp Chatbots

The previous section offers several reasons why WhatsApp Business can be a powerful tool for different industries to enhance customer experience. 

This article will discuss a few use cases regarding WhatsApp for Business in healthcare that can cater to customer expectations and improve interactions. 

Instant Support to FAQs 

WhatsApp Business allows businesses to automate instant replies to customers in answering the most frequently asked questions and provide clarity to any issues they can have. 

For example, let’s say a healthcare facility remains available for services throughout the day. It can leverage WhatsApp Business to inform customers of the timing, locations, virtual appointments, and other details. 

This helps the facility constantly avoid a human respondent’s presence and answer these repetitive inquiries. Further, the customers can feel more satisfied with these instant support systems. 

24×7 Customer Engagement 

For a healthcare business, the presence of medical professionals is natural 24×7. But expecting the same from the front desk, especially at the wee hours of the night, is difficult. 

WhatsApp for Business in healthcare help you attend to the shortcoming by staying available to respond to customer inquiries 24×7 using pre-approved messages and interactive list messages. 

Even if the query is complicated, the chatbot can guide them to an answer by informing the availability of a human agent, reducing the friction between customers and the facilities. 

Further, the entire experience is similar to the no-wait live customer support system humans deliver to to agents. Therefore, it improves customer experience with instant responses and preferential treatment without resorting to human agents all the time. 

Improving Engagement with Automated Message Templates 

WhatsApp for Business enhances customer engagement with automated templates, reminds them about doctor’s appointments, payment reminders, or other alert messages, and constantly supports them. 

As a result, it improves top-of-mind recall, reconnects with inactive users, and increases customer satisfaction. It can also act as the payment gateway delivery system, allowing healthcare customers to track their expenses and bills on a single platform. 

Further, since WhatsApp messages can be personalized, it can cater to customer preferences in a manner unprecedented by any other chatbot.

After-Sales Support & Feedback Collection System

Customer experience is not only about providing the required services but also about building and maintaining a cordial relationship with them even after they convert. 

This is particularly true for healthcare businesses as customers repeatedly return to the same facility if the service and associated support are good enough. 

WhatsApp for healthcare business allows customers to stay engaged with the facility even after they have converted once. Further, businesses can ask these customers to share quick feedback and reviews via WhatsApp and improve brand perceptions. 

WhatsApp messages require the customers to respond directly without filling up lengthy forms, making the process faster and more convenient.

Sharing Self-Help Guides & Health Information

WhatsApp allows users to share multimedia content across formats, including documents and website links containing the desired information. 

Healthcare businesses can leverage the feature to periodically share health tips, self-help documents, and other health precautions to help customers stay healthy. In addition, it allows them to build trust and empathy with the customers and improve brand loyalty. 

Conclusion

Convenient interaction and seamless communication are two factors that are key to improving the customer experience for any business. 

WhatsApp for Business allows brands to leverage WhatsApp chatbots to stay connected with the customer and offer them unmatched service without adding much to the investment costs. 

The features and benefits of WhatsApp and the widespread use of the messenger are testimony to the convenience it provides to customers across regions, languages, or user types. 

However, not using the tool can be costly for brands, especially if they want to keep their engagement channel open for their customers. 

If you want to know more about how to utilize WhatsApp Business API or integrate the chatbot to automate your business conversations get in touch with us at info@ameyo.com

The Future of Baking: Voicebots and its Benefits

As digital penetration increases, almost every business is trying to leverage its competitive advantage. 

The banking sector is also improving digital adoption and introducing several technological disruptors. Cutting-edge innovations like Artificial Intelligence (AI) and machine learning (ML) are exponentially changing the banking models in today’s world. 

Among other tech disruptions, voicebot for banking has recently been a revelation. Customers now want fast responses while taking care of their banking needs. 

Therefore, banks must invest in improving the expectations around the customer contact points. While outsourcing specific processes to call centers can work to some extent, having a digital solution provides a competitive edge. A voicebot for banking mainly solves this issue efficiently. 

But what makes a voice bot for banking such important? And what are the advantages of using it? The following sections explain the importance and the critical benefits of using voice bots. But, first, let’s find out what they are. 

The Importance of Using a Voicebot for Banking

Customers of financial organizations have varied requirements. In addition to the basic needs, they look for faster services, convenience at every step, and other process streamlining. The introduction of digital banking was just only the first step in it.

As the usage grew, the customer queries and other issues like accessing their accounts, creating service requests, or leveraging the digital platform became more complex. 

A voicebots simplifies all of these tasks, making the banking experience more enriched and seamless. Since these tools offer scalability and flexibility, integrating them would make the banking process more convenient. 

Among other tasks, the most common features used by customers are money transfers, account checks, and making specific additional requests. 

These are recurring processes, and a voicebot dedicated to the banking sector can be “taught” to handle the issues here. It reduces the cost of hiring additional support staff while making the process faster for customers. Naturally, it adds to the customer experience and improves loyalty and retention. 

Voicebots for Banking: Automated Support-Staff or a Gateway to Self-Service Banking?

The banking sector has come a long way from using physical visits and cheque-drops to a more efficient and convenient digital platform. 

Customers can now make payments using their cards or withdraw money from ATMs without assistance from support systems. This self-sufficiency is the hallmark of modern-day banking. 

AI and ML-based Voicebots for banking improve this self-service model by quite a notch. It allows customers to take control of their bank accounts and perform their actions. 

The conversational tone of the AI tools will enable banks to use tailored information and offer a better customer experience based on their data. It also allows banks to automate all the standard protocols and reduce the chances of fraudulent or unnatural activities by customers. 

The digital transformation allows faster escalation of issues, customer service recommendations, and improved resource utilization.

Consequently, banking becomes an experience rather than being only transactional. As a result, it makes the customers feel valued and improves their lifecycle value. 

The Benefits of a Voicebot for Banking

The primary reason banks adopt voice bots is to improve customer experience. Voice bots also make the process faster and more efficient when catering to customers’ demands. 

Looking closely, the following are the benefits of Voicebots in improving banking services. 

Impact On Customer Engagement And Experience

Providing a good customer experience is almost always directly proportional to improving loyalty and customer retention. 

It is a fact that people switching their service providers depends mainly due to low customer service.

Further, customers now access bank services round the clock via the internet and mobile banking. However, it may not always sync with the working schedule of many financial service providers. 

This issue is efficiently solved by introducing a Voicebot for banking, accessible 24/7 across locations.

Reducing Cost and improving efficiency

AI-driven Voicebots can be configured to answer repetitive questions of the customers. Therefore, it can significantly reduce the burden on human employees. 

It allows the bank officials to focus on more vital tasks of managing critical services. 

Furthermore, voice bots can help offer self-service options to customers to find the most basic solutions to their queries. 

Eventually, it reduces operational costs and improves process efficiency by allowing timely intervention of voice bots. 

Personalization

The introduction of voice bots for banking allows the customer to initiate and engage in conversations that are catered to their needs. 

While it improves customer satisfaction, it enables the banker to collect valuable information like customer profiles and service feedback and create a better “ideal customer profile” to target with hyper-personalized offerings in the future.

Security and customer privacy

The banking sector’s reputation is always facing huge financial fraud risks of financial frauds. 

Voice bots for banking allow more transparency in operations with enhanced security and customer privacy by bringing in business intelligence and fraud monitoring capabilities. 

These processes can identify any glitches in the system and alert the required teams to plug them out. Voice bots allow a proactive approach to identifying and preventing the risks of human errors.

Value-added service offerings

It’s not that always the customers will initiate a conversation with the banks. 

Financial institutions, too, need to carry out various outbound initiatives and offer specific service offerings at times to the customers. 

For instance, banks can provide a particular facility to loyal customers. Voice bots can use features like triggered outbound calls that explain the offerings to the customers and engage them meaningfully. 

They can also help set recurring payment reminders, pending tasks to be done by customers, and more. Further, these conversations are instantaneous, making the conversation more human-like. 

Wrapping Up

The onset of the recent pandemic and technological disruptions has transformed the way people bank. 

It has modified the behavioral patterns of both the working culture of banking officials and customers. 

The expectations of immediate response and reduced physical visits have gained utmost importance. Voice bots for banking help take care of these issues efficiently and offer better support for banks. 

In addition, it reduces the dependencies on physical resources or repetitive tasks and makes them more seamless. Eventually, it adds to the brand value by improving customer satisfaction.

If you want to integrate voice bots for banking, let us know via email or by visiting our website. 

The Role of WhatsApp Chatbots in Healthcare & Use Cases

Over the past couple of years, due to the pandemic, most healthcare organizations are opting for intuitive and state-of-the-art AI-powered chatbots to facilitate the best possible experience for patients and customers.

The amalgamation of AI-powered chatbots with medical infrastructures has helped healthcare professionals deliver the best care to their patients in the previous years.

We all, at one point in time, have had to deal with healthcare setups. What are the common problems that you have encountered? Are frequent delays, lack of personalized attention, in-efficient patient service, or a disconnect between online and offline services one of those many problems?

Do you know that all of the above-mentioned and other blockades can be mended with the help of effective healthcare chatbots? 

The Role Of WhatsApp Chatbot In Healthcare

Whatsapp chatbot, for a majority of industries, have become crucial in order to thrive. Having said that, the healthcare sector hasn’t been too swift in incorporating this technology into its operation so far. But now, the times have changed.

Healthcare setups across the globe are quickly realizing that there isn’t a better time to expand their healthcare services. These institutions are delivering an outstanding experience to their patients by combining the benefits of healthcare chatbots with the reach of the world’s most popular messaging app, WhatsApp. 

Stats To Ponder On:

  • WhatsApp has 2 billion active users worldwide.
  • WhatsApp is ranked as the most used mobile messenger app in the world.
  • More than 100 billion messages are sent each day on WhatsApp.
  • India has the most WhatsApp monthly active users (390.1 million).
  • According to WhatsApp head Will Cathcart, approximately 175 million people send messages to business accounts on WhatsApp every day.

In the era of technology, where everyone has already adopted and adapted to the digital world, healthcare organizations are starting to realize the need for bots in their work systems.

WhatsApp chatbots are now facilitating great opportunities for healthcare institutions to enhance customer support in real-time, helping hospitals scale up their processes.

WhatsApp chatbots are highly capable and have the potential to handle more than 80% of repetitive queries allowing human agents to take care of more complex escalations that truly require their time and attention.

WhatsApp Use-cases – Healthcare Industry

WhatsApp is the most used messaging application globally and it has successfully surpassed Facebook Messenger, iMessage, and other popular messaging apps. WhatsApp being the most dominant messaging app has led small and large businesses to make the most of this to enhance their customer experience and support.

WhatsApp has become so integral in people’s everyday lives that all healthcare institutions will sooner or later have to adopt this to offer digitally superior medical assistance to patients.

WhatsApp chatbot API enables healthcare businesses to streamline their communication with customers making it easy for existing and potential customers to connect with them around the clock.

Do you want to check out some delightful use cases of WhatsApp in the healthcare industry? Let’s go!

Quick FAQ and Query Resolution

The majority of the customer queries that come in a healthcare institution are urgent in nature and demand immediate attention. WhatsApp chatbots powered by NLP are trained and have the capacity to comprehend user queries and give out accurate responses in real-time.

WhatsApp chatbots can further be integrated with internal databases allowing them to learn, train and eventually enhance the answer accuracy.

Accessing Medical Information

While we were all amidst the global pandemic, we were following the covid protocols and restricting ourselves from having any direct contact with anyone, not even the doctors. This is where online consultation became a thing.

While patients could consult their doctors online from the ease of home, the WhatsApp chatbot enabled them to share their symptoms and medical history seamlessly.

This also gave medical practitioners access to all the important information (frequency and severity) they needed before connecting with the patients.

Appointment Booking

WhatsApp chatbots in the healthcare sector can assist patients in booking and confirming appointments based on the doctor’s availability. The bot is so intelligent that it can also autonomously track follow-ups using third-party APIs.

Moreover, these chatbots can also be integrated with various medical systems operating from the backend to pull out information such as top practitioners, available slots, consultancy charges, pharmacy hours, etc.

WhatsApp chatbots can help patients reschedule or cancel appointments and locate the nearest hospital/testing center. 

Testing and Results

WhatsApp chatbots can send and receive test results to and from doctors to patients and vice-versa, ensuring that no one has to collect them in person. 

WhatsApp chatbot can also assist patients in giving out information about various tests and the cost associated with them, along with keeping a record of their pending medical reports.

Document Collection

WhatsApp chatbots make documentation easy for customers as they no longer have to carry a bundle of medical documents everywhere they go. Instead, patients can send copies of these documents to the chatbot itself. 

These documents will then be stored in an encrypted folder to keep them safe and secure and will only be accessible with the patient’s permission. 

Medical Reminders – Notifications

Most people are caught up in their everyday lives and forget to take medicines on time. This is also true for children busy with their daily school activities.

WhatsApp chatbots are very useful in such cases. They send out reminders every time they need to take medicine or even if they need to refill their medical stock, ensuring they take them on time.

Inquiries – Healthcare and Insurance

Medical insurance mainly entails a long list of documents without which most insurance companies stall the release of payments, no matter the premiums you pay. WhatsApp chatbots allow patients to get answers to most of their insurance-related queries.

Patients can also submit their documents by scanning or clicking them directly on the interface. Having said that, here’s something interesting: Did you know that you can automate claim processing and healthcare billing by integrating your WhatsApp chatbot with automation systems?

Patient Feedbacks 

Feedback is essential to scale. I’m sure all of us agree with that. Therefore, healthcare institutions must listen to their customers and act on their feedback to enhance customer experience. 

WhatsApp chatbot enables customers to give feedback on their overall experience and specific feedback for the doctors. This will allow businesses to introspect on what they need to improve and focus on. A small text on WhatsApp can go a long way for companies to improve the patient experience.

Online Payments

Waiting in lines to pay at a hospital is difficult and time-consuming. Previously, patients had to come early in the day, wait out to pay for consultations, and for their turn. This isn’t the case anymore with the WhatsApp bot in the picture.

WhatsApp bots in the healthcare sector allow patients to book appointments and make payments from the comfort of their houses through WhatsApp itself, significantly simplifying the entire process of a doctor’s appointment and leading to an improved customer experience.

Wrapping Up

The healthcare industry is one of the fastest-growing industries. Several processes can be automated to make healthcare processes more efficient and satisfactory for customers.

WhatsApp chatbots play a vital role in reducing miscommunication and redundancies from various processes as it requires no involvement of humans. 

They are also making healthcare institutions accessible for customers around the clock with quick responses to queries on an individual level.

To deploy a WhatsApp chatbot to your healthcare institution, it is necessary to have a WhatsApp API, and the best way to go about this is to partner with a top API provider like Ameyo.

Contact us today to speak to our experts and learn more about how WhatsApp chatbots can help your healthcare institution reach more customers and improve your customer experience! 

Hosted Contact Center: How They’ve Changed the Landscape of Customer Support?

Irrespective of the type of business you run, your customers expect a lot in terms of proactive communication. They need your team to offer required support on time and via the channel they prefer. This is one reason behind the tremendous growth of the customer support industry worldwide.

As per statistics, the global customer experience management market size is expected to grow at a CAGR of 18.1% from 2022 to 2030.

If you are struggling to keep up with the customer communication needs of your business, the chances are that your communication stack is the reason that holds you back. This is where switching to a hosted contact center can make a significant difference.

93% of customers are likely to buy again from brands that offer excellent customer services.
– HubSpot

If you are hearing the term ‘hosted contact center’ for the first time, you might have several questions in your mind. Before we dive deeper into the advantages of a hosted contact center for your business, let’s cover the basics.

Is a Hosted Contact Center and Call Center the Same Thing?

Before we jump to the hosted contact center, you should know that even a contact center and a call center are two different entities. Although these terms are often used interchangeably, there are distinct differences between the two.

A call center generally refers to a company that handles inbound and outbound calls for itself or other clients. Their target audience includes existing and potential customers, resellers, or internal staff. Different types of businesses take help from call centers to provide customer service and increase their sales.

Traditionally, most call centers use PBX or Private Branch Exchange systems that are based on physical phone lines. On the other hand, modern call centers use either VoIP or IP telephony to handle a high volume of calls. The main difference between a call center and a contact center is that the former only handles voice calls while the latter encompasses other channels like live chat, SMS, email, and support tickets.

Contact centers are omnichannel as they allow the targeted customers to communicate via their preferred channel. With the rise of live chats and support ticketing systems in the market, voice calls are mostly served as an escalation channel. This has given rise to the contact center platforms which you can use to run sales and marketing campaigns.

The next level transformation is a hosted contact center in which the communication solutions are hosted at the location of a third-party (service provider you select) or a cloud server instead of an on-premise installation.

Now that you know about the differences between a call center, contact center, and a hosted contact center, you might be wondering which one will be best for your business.

How to Choose Between A Contact Center and A Call Center?

  • If a major proportion of your customers heavily rely on phone calls as a mode of customer support, go for a call center.
  • If yours is a large business in which the customer communication and support are handled by a large number of people (internal or external), choose a contact center.

7 Reasons to Convince You to Switch to a Hosted Contact Center

Hosted Contact Center

1. Virtualization of Contact Centers

Noisy contact centers have diminished gradually in their operations. Unlike a traditional contact center, its cloud-hosted counterpart does not rely on the on-premise IT infrastructure. As a result, your agents and support team members can access their workstations remotely from wherever they are via an Internet-connected device.

A hosted contact center is best suited for remote workers as it does not inhibit their day-to-day tasks even when they are on the go.

2. Feature-rich Environment for Team Leads and Managers

With contact centers, the limitations to handling several calls at once often act as a bottleneck. However, when you switch to a hosted contact center, you also provide your support agents and team managers access to advanced features like call queue, call parking, call monitoring, and easy call transfer.

This will not only help them manage work-related chaos in a hassle-free manner but also improve their overall productivity.

3. Advanced IVR

Basic Interactive Voice Response (IVR) systems that are used for customer support and sales needs use voice recognition technology and keypad entries for call routing. While these systems can give on-demand, self-service options to the customers, they lack advanced features which you can get with hosted contact centers.

Cloud-hosted contact centers use Natural Language Processing (NLP) technology that understands full sentences asked by customers and provides answers. It not only helps customers get quicker responses but also improves agents’ efficiency.

4. Centralized Access to Customer Data

Flipping through multiple sheets and documents containing customer data while providing support services can be quite a hassle. This can be best tackled with a hosted contact center that allows you to implement Computer Telephony Integration (CTI) to connect the phone system to different business tools and apps

For example, you can integrate your preferred Customer Relationship Management (CRM) tool to get instant access to all the customer-relation information like past purchases, interactions, and queries. This will help optimize every customer interaction to deliver maximum satisfaction.

5. Reduced cost of ownership and higher ROI

Traditional contact centers require you to invest in hardware and software licenses and hire in-house staff for maintenance. You need to bear all these upfront costs while knowing the fact that the hardware/software will most likely become obsolete with time.

You can benefit from a cloud contact center in the form of a reduced Total Cost of Ownership (TCO). Neither you need to invest in on-premise equipment nor hire professionals for maintenance. As the service provider takes care of it all, you enjoy increased ROI.

6. Detailed Reporting Features to Improve Performance

To improve the performance of a contact center, you need to first look at certain key metrics, such as queue time, agent uptime, and call handle time. This is possible with a hosted contact center.

By getting detailed reports containing these metrics, you will be in a better position to decide how to split work between agents and how to automate certain tasks. You will also get access to other metrics like the location of maximum customer requests, abandonment rates, and first-call resolution.

7. Easy Management of Outbound Campaigns

With a hosted contact center, it becomes easier to manage an outbound calling campaign. It will help you configure the platform in a way that it automatically dials contacts from an imported list and directs the call to an available agent. Since it does not require the agents to dial each number manually, it frees them from this draining task and allows them to focus more on their conversation with the end customer.

Top 4 Factors to Consider Before Selecting a Hosted Contact Center

If you are feeling convinced to switch to a hosted contact center, consider these four things before selecting one as you do your research:

Hosted Contact Center

1. Security Aspects

While you review different contact center vendors, it is important to check and ask about their policies and deployed security measures for the protection of your data. In terms of certifications and affiliations, check if the chosen hosted contact center vendor:

  • Offers PCI-DSS compliant cloud environment
  • Abides by the Information Security Standard and is ISO 270001 certified
  • Adheres to the code of practice to protect the information in a public cloud and is ISO/IEC 27018 certified
  • Is GDPR and HIPAA compliant

2. Business-specific Features

Before you start searching for a contact center vendor, it is advisable to make a list of non-negotiable features related to your business communication. In general, such a feature list will include but is not limited to the following:

  • Scalable offering to support your business as it grows
  • Integrated omnichannel solution
  • Automation and intelligent routing
  • Automated call distribution
  • Predictive dialers

Once you have this list ready, compare it with the list of features offered by different vendors to double-check that you will get everything you need.

3. AI-based Automation and Bots

Bots and AI automation have already made a mark in customer service operations with the availability of chatbots and virtual customer assistants. Amidst the growing number of digital channels that your potential customers might be using, it is imperative to look for automation based on AI.

For example, automation based on conversational AI will help your system learn from different interactions and answer recurring questions without an agent.

4. Agent Experience

Since your customer support agents stand at the front lines, it is quite important to consider their needs and experience before selecting a contact center service provider. In case you select a solution that complicates how the agents work instead of simplifying things for them, it will most likely have an impact on the resulting customer experience they deliver.

Hence, it is important that you empower your agents with advanced but easy-to-use software solutions that help maximize their focus on work and minimize redundant tasks.

Final Words

Organizations across the globe are gradually switching to using a hosted contact center software to experience benefits and growth. With Ameyo’s contact center solutions, you can further streamline the customer experience you deliver while also saving on costs and resources. Our team is here to help you make the switch to a cloud contact center.

MIGRATION CHECKLIST: ON-PREMISE TO CLOUD CONTACT CENTER

Cloud Contact Center has been in enormous demand in recent years. As a result, more and more people are getting introduced to the benefits it offers and is inclined towards adopting it. 

Migrating from an on-premise system to the cloud results in an increase of 40% in revenues. 

Once the decision to migrate from an on-premise system to a cloud contact center is made, there are a few things to keep in mind for choosing the best provider. 

Here is a checklist of the tasks you should perform while migrating from an on-premise center to a cloud contact center:

1. Migration Architecture Expectations

Realistic Expectations for the migration architect are essential. Before involving a seasoned migration architect, the business objectives and requirements should be set clearly regarding all the components involved in the process. 

It includes the details and preferences regarding the data migration process, data priorities, and setting up goals that are in sync with the existing ecosystem. 

2. Assessing Data for Migration 

The assessment of data for migration is utterly essential. It includes identifying the type of data to be prioritized for migration, risks involved in the transfer, the data migration volume, and data resilience. 

Evaluation of data also helps identify the best plans for data migration. In addition, the tools and approaches available ensure establishing requirements for databases and cloud APIs.

3. Levels of Integration

When the migration of the on-premise system to the cloud contact center is concerned, there are two ways of doing it:

a) Shallow Integration

As the name indicates, in this process, the applications are transferred from an on-premise system to a cloud system without changing the hosting servers of either cloud or applications.

b) Deep Integration

This process allows the user to take optimal advantage of a cloud system by changing the hosting servers to the cloud while migrating the applications from an on-premise system. 

4. Migration Partner(s)

While selecting the migration pathway, it is crucial to identify if it will be a single cloud or multi-cloud migration. 

Single cloud migration means a single provider handles all of the data. On the other hand, multi-cloud migration involves hiring different cloud providers for various data according to their features. 

5. Application Cloud 

While selecting a migration partner, the services required for the applications are to be identified. 

It involves deciding if different cloud servers shall be adopted for one application according to their beneficial features or if only one server shall be used to run one application. 

The former can cause inconvenience if there happens to be a problem on one of the servers. 

6. Cloud System Compatibility 

The compatibility of the cloud system with the existing system is evaluated. It helps identify if the applications are running smoothly or if they might cause an error. 

In the case of errors, the applications can be updated and restructured to make them compatible with the cloud. API non-compliances and security threats can also be identified in this process.  

7. Establishing KPIs 

Key Performance Indicators (KPIs) help set the standards that need to be measured to ensure a seamless performance by the cloud system. Here are some of the core KPIs that have to be set up:

A) Before Migration: 

There is no limitation on the number of KPIs to be created. Here are some of the basic KPIs to be set before migration:

i) Service Disruption

A KPI for service disruption is vital as problems often arise during day-to-day operations. 

It is important to note and track the time spent on the downtime of services and data centers. This is because it will impact customer services as well.

ii) Total Cost of Ownership

Total Cost of Ownership (TCO) is the total cost involved in the complete migration process from an on-premise system to a cloud system. 

It also includes the cost of re-architecture of applications, downtime of the system for an upgrade, and dependency mapping.

B) After Migration KPIs:

The true impact of the migration process can only be realized when there are post-migration KPIs to be compared with empirical data. Some of these core KPIs are-  

i) Framework

The on-premise framework depends only on hardware and software, but in the case of cloud contact centers, various network nodes are involved. 

KPIs like- latency in the transmission of data, data center disk performances, CPU usage percentage, etc., help track performance differences.   

ii) Application Performance

A considerable number of changes can be observed in the application’s performance after migration. 

Some significant KPIs are- Average Response Time (ART), uptime, Peak Response Time (PRT), time-outs, latency, error rates, etc.   

iii) UX Result

A good user experience makes a mark on customers, but a bad user experience can cost a business many customers. 

To measure the changes, some KPIs are- Subscription/Unsubscription rate, a spike in requests rate, conversion rate, app response time, average checkout time, re-engagement percentage, etc.  

iv) Cost Saving

One of the most highlighted benefits of a cloud contact center is cost- and time-saving. 

It can be observed by comparing the post-migration monthly charges, third-party consultancy and management charges, and staffing costs with pre-migration costs on infrastructure, human resources, assets, and additional bills. 

8. Component Order

It refers to deciding if the application is to be transferred wholly or one component/service at a time. 

It helps notice the impact of migration on the most used services and allows time to re-construct the components that are not compatible with the cloud system yet. 

9. Operation Switch-over

As migration takes place in two ways, the operations switch over in two ways- 

a) If the whole application is transferred at once, all the clientele can start operating on the cloud. 

b) If the application is transferred per service/component, few clients can use the services for a testing period, and then all the clients.

10. Retrain End Users

Migration from an on-premise system to a cloud system includes the re-architecture of applications and components. 

Hence, the staff and end-users might have to be retrained to make the most of this migration. 

Wrapping Up:

By 2024, cloud-based systems will account for more than 60% of Information Technology expenses. 

Therefore, now is the perfect time to stay ahead of the learning curve and join the wave before it becomes an ordinary tide.

Contact Us at Ameyo or Request a Demo to get a detailed insight into the processes of a cloud system today! 

The Future of Banking: Voicebots & Its Benefits

As the digital penetration increases, almost every business is trying to leverage its competitive advantage. 

The banking sector is also improving digital adoption and introducing several technological disruptors. Cutting-edge innovations like Artificial Intelligence (AI) and machine learning (ML) are exponentially changing the banking models in today’s world. 

Among other tech disruptions, voicebot for banking has recently been a revelation. Customers now want fast responses while taking care of their banking needs. 

Therefore, banks must invest in improving the expectations around the customer contact points. While outsourcing specific processes to call centers can work to some extent, having a digital solution provides a competitive edge. A voicebot for banking mainly solves this issue efficiently. 

But what makes a voice bot for banking such important? And what are the advantages of using it? The following sections explain the importance and the critical benefits of using voice bots. But, first, let’s find out what they are. 

The Importance of Using a Voicebot for Banking

Customers of financial organizations have varied requirements. In addition to the basic needs, they look for faster services, convenience at every step, and other process streamlining. The introduction of digital banking was just only the first step in it.

As the usage grew, the customer queries and other issues like accessing their accounts, creating service requests, or leveraging the digital platform became more complex. 

A voicebots simplifies all of these tasks, making the banking experience more enriched and seamless. Since these tools offer scalability and flexibility, integrating them would make the banking process more convenient. 

Among other tasks, the most common features used by customers are money transfers, account checks, and making specific additional requests. 

These are recurring processes, and a voicebot dedicated to the banking sector can be “taught” to handle the issues here. It reduces the cost of hiring additional support staff while making the process faster for customers. Naturally, it adds to the customer experience and improves loyalty and retention. 

Voicebots for Banking: Automated Support-Staff or a Gateway to Self-Service Banking?

The banking sector has come a long way from using physical visits and cheque-drops to a more efficient and convenient digital platform. 

Customers can now make payments using their cards or withdraw money from ATMs without assistance from support systems. This self-sufficiency is the hallmark of modern-day banking. 

AI and ML-based Voicebots for banking improve this self-service model by quite a notch. It allows customers to take control of their bank accounts and perform their actions. 

The conversational tone of the AI tools will enable banks to use tailored information and offer a better customer experience based on their data. It also allows banks to automate all the standard protocols and reduce the chances of fraudulent or unnatural activities by customers. 

The digital transformation allows faster escalation of issues, customer service recommendations, and improved resource utilization.

Consequently, banking becomes an experience rather than being only transactional. As a result, it makes the customers feel valued and improves their lifecycle value. 

The Benefits of a Voicebot for Banking

The primary reason banks adopt voice bots is to improve customer experience. Voice bots also make the process faster and more efficient when catering to customers’ demands. 

Looking closely, the following are the benefits of Voicebots in improving banking services. 

Impact On Customer Engagement And Experience

Providing a good customer experience is almost always directly proportional to improving loyalty and customer retention. 

It is a fact that people switching their service providers depends mainly due to low customer service.

Further, customers now access bank services round the clock via the internet and mobile banking. However, it may not always sync with the working schedule of many financial service providers. 

This issue is efficiently solved by introducing a Voicebot for banking, accessible 24/7 across locations.

Reducing Cost and improving efficiency

AI-driven Voicebots can be configured to answer repetitive questions of the customers. Therefore, it can significantly reduce the burden on human employees. 

It allows the bank officials to focus on more vital tasks of managing critical services. 

Furthermore, voice bots can help offer self-service options to customers to find the most basic solutions to their queries. 

Eventually, it reduces operational costs and improves process efficiency by allowing timely intervention of voice bots. 

Personalization

The introduction of voice bots for banking allows the customer to initiate and engage in conversations that are catered to their needs. 

While it improves customer satisfaction, it enables the banker to collect valuable information like customer profiles and service feedback and create a better “ideal customer profile” to target with hyper-personalized offerings in the future.

Security and customer privacy

The banking sector’s reputation is always facing huge financial fraud risks of financial frauds. 

Voice bots for banking allow more transparency in operations with enhanced security and customer privacy by bringing in business intelligence and fraud monitoring capabilities. 

These processes can identify any glitches in the system and alert the required teams to plug them out. Voice bots allow a proactive approach to identifying and preventing the risks of human errors.

Value-added service offerings

It’s not that always the customers will initiate a conversation with the banks. 

Financial institutions, too, need to carry out various outbound initiatives and offer specific service offerings at times to the customers. 

For instance, banks can provide a particular facility to loyal customers. Voice bots can use features like triggered outbound calls that explain the offerings to the customers and engage them meaningfully. 

They can also help set recurring payment reminders, pending tasks to be done by customers, and more. Further, these conversations are instantaneous, making the conversation more human-like. 

Wrapping Up

The onset of the recent pandemic and technological disruptions has transformed the way people bank. 

It has modified the behavioral patterns of both the working culture of banking officials and customers. 

The expectations of immediate response and reduced physical visits have gained utmost importance. Voice bots for banking help take care of these issues efficiently and offer better support for banks. 

In addition, it reduces the dependencies on physical resources or repetitive tasks and makes them more seamless. Eventually, it adds to the brand value by improving customer satisfaction.

If you want to integrate voice bots for banking, let us know via email or by visiting our website.