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5 Customer Engagement Trends To Keep An Eye On In 2022

Terms like customer engagement, customer experience, and customer communication have been buzzwords for the past few years.

You might wonder why?

Engaging and interacting with customers frequently adds value to their journey and provides a holistic, personalized customer experience. It equips you with stronger connections with your audience by talking to them on the channel they most prefer.

Traditionally for years, businesses have focused on gaining market share and increasing revenues. But today, because consumer preferences have evolved–especially post-pandemic–businesses are looking towards newer and more interesting ways to nurture their customers. 

However, this is not it. Customer needs and expectations are constantly changing based on new technologies and tools that understand their behavior and prompt proactive actions. 

We have curated a list of five trends that organizations need to keep up with in order to deliver a long-lasting, memorable customer experience. 

  1. The Metaverse

The term “metaverse” is still in the process of getting an accurate definition, but by and large refers to a virtual environment that allows creators of all sorts to recreate a digital universe of lifelike interactions. It might also include phenomena like 3D virtual avatars, live gaming, and many other advanced technologies.

Despite its maturity, businesses have started to incorporate applications of Metaverse in order to engage customers in a futuristic manner, creating everything from virtual concerts to virtual amusement parks. 

For example, ‘Nikeland’ by Nike is a virtual space on Roblox where customers can enjoy personalized gaming, shopping, and social experiences. 

This can be a great way of engaging customers and creating a small community of your brand by enabling the customers to even engage among themselves. Such an initiative can actually boost customer experience to a great extent. 

  1. Perpetually work on standing out from the clutter by investing in the right tools 

Traditionally, all marketers have been able to collect huge customer-centric data. With the dearth of smart tools, however, means that this data cannot be used fully for strategy and decision-making. 

Personalized customer communication backed with relevant data points helps companies break the chain of spray and pray approach and make you stand out in a saturated digital marketplace. Another way to make yourself differentiated from the noise is to have an added layer of credibility with services like Truecaller. A verified business caller ID adds a lot more authenticity to your brand and helps customers identify you with ease among the rest of your competition.

Moreover, AI-based tools have minimized manual efforts, while at the same time adding a human touch to interactions and personalizing customer communication. Chatbots, for instance, are excellent tools to support omnichannel customer experience and also offer 24*7 support and boost engagement. 

This is an important step in treating each of your customers as a unique individual and offering services that are relevant, and based on their customer journey. 

  1. Omnichannel customer experience is the way forward

From online to offline stores, customers today have n number of channels to get in touch with your company as a brand–placing the need for a consistent, and fluid omnichannel experience. 

The essence of an omnichannel experience lies in the fact that the quality of service and the consistency in brand messaging remains intact across multiple channels. This serves to unify the customer journey by creating a seamless flow of all customer touchpoints. 

How to achieve an omnichannel experience?

> Offer a variety of channels for customers to touch base with your company

> Harmonize online and offline interactions

> Make your website mobile-friendly

> Install a chatbot and develop a mobile application for a holistic customer experience

Contact centers play a crucial role in an omnichannel world. Customers should be guided through crucial procedures via seamless, intent-based customer journeys that integrate digital and traditional touchpoints (pre-sales, order delivery, service, feedback, etc).

The secret is to engage in two-way, meaningful conversations that build trust and brand loyalty. According to the survey, personalization and promptness are important elements in building client trust.

Understanding what clients really want and how each channel, including voice calls, websites, emails, SMS, and push notifications, may contribute to an effective approach.

  1. Measuring the customer experience

Evaluating how well you are doing at delivering your customer experience is just as important as the customer experience itself–a concept many brands still don’t fully understand. The trend towards customer experience analysis is, however, rapidly growing. It allows companies to fine-tune their customer communication strategies in order to check what is actually working and what is not. 

There are many common key performance indicators for measuring customer experiences like customer satisfaction scores or CSATs, and other industry-specific KPIs as well. In fact, customer churn rate is also a critical KPI to keep a tab on. Examples can include repeat purchases, and the use of multiple channels of customer communication like social media, email, and chatbots.

  1. Confidentiality and security of customer data

It’s a common phenomenon to hear a story of how a company suffered a data breach and the sensitive data of customers was compromised, causing customers to lose trust in your business completely. 

With the rampant digital transformation that we are a part of, data breach becomes all the more consequential. This is why many brands have stepped up their cybersecurity game and ensured improved data security for their customers. Having a strong data security plan in place shows how sensitive your brand is to customer information. 

In the near future, brands that do not share their customer information with other applications or sites have a clear advantage over their competition because it would be a tough task to secure customers’ information in a highly digitalized ecosystem.

Seize the opportunity now:

Contemporary businesses, being run mostly by millennials, know how critical customer experience is and how imperative it is to place parts of customer experience at each stage of the customer journey. 

While new trends may develop and others may fade away, the ultimate focus of the companies would still be to delight their customers–always. Sometimes, it may also mean focusing more on the customers’ needs and wants rather than the profit margin. 

Ultimately, it all boils down to the fact that the experiences you create for the customers are as important as the product or service you might offer. The industry of customer engagement is all about fast learning, fast failing, and adapting. 

Business owners who realize that customer experience has evolved from only offering cheap prices to desiring a memorable experience, and positive and polite conversations with customer service agents—will be the ones who thrive. 

We wish you all the best in creating your one-of-a-kind customer experience.nd, personalized customer experience. 

Author Bio:

“Ashutosh Gupta is a Content Marketing Manager at Truecaller, taking care of their content outreach and customer advocacy initiatives. He is an author of Equations of Being, and is also passionate about creating abstract artworks.”

Contact Center as a Service (CCaaS): A Complete Guide

Irrespective of the industry, successful brands are dedicated to delivering the best-in-class customer service to drive customer loyalty. Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. With the global market value of call centers forwarding toward $496 billion (by 2027), many call center businesses are evolving towards greater success with cloud adoption.

You might have already considered the benefits if you plan to switch your call center to the cloud environment. But to do the groundwork, you need to invest time and effort in researching several hardware options and IT infrastructure setup, followed by regular maintenance and upkeep.

If all this sounds complicated and overwhelming, you can opt for a simpler, better alternative, Contact Center as a Service (CCaas). It is an alternative to the on-premise call center and provides a comprehensive communication solution for enhanced customer experience. It can help you streamline various customer touchpoints into one platform, such as live chat, phone calls, emails, and support tickets.

Want to go deeper into CCaaS? This complete guide is meant for you.

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service is a cloud-based method to deliver communication software infrastructure to businesses of all sizes. At its core, third-party CCaaS providers give you access to their contact center solution with all its features through highly scalable pay-as-you-go pricing. Besides this, you can also add specific business-oriented features as and when needed by paying an additional amount.

CCaaS (also known as hosted contact center software) is an offsite data center where businesses need not invest in expensive hardware, on-premise contact center setup, and an IT team. Instead, you can access features like ACD, IVR, chatbots, analytics, and more in the form of a regular subscription availed through the chosen provider.

Contact Center as a Service aims to consolidate several tools you can use to interact with customers. In addition, it enables you to customize various aspects related to the customer experience, with some key features including:

CCaas

Deploying a CCaaS in a matter of days is quite attractive opportunity for call center businesses.

What are the Benefits of Contact Center as a Service?

Call centers are adopting cloud-based CCaaS technology to avail of the following benefits:

CCaas

# 1. Enhanced Omnichannel Experience for Customers

Let’s take an example:

Tap into your customer’s shoes and look at the current process of submitting a query or asking for support –

A customer reaches your brand website or social media account to seek a way to reach out to your support team. There, he found a chatbot asking for his query through multiple steps about the issues faced. However, in the end, it again asks the customer to write an email to a specific email address, making him feel frustrated as he has already explained the problem.

Does it happen with your customers as well?

If yes, you must know that customers want the brands to communicate with them via their preferred channel of choice. If your current support system does not allow omnichannel communication, now is the time to switch to Contact Center as a Service. It will let you help your customers irrespective of their mode of communication, be it email, phone, or social media.

# 2. Dual Benefit of Cost Savings and Increased Employee Productivity

With CCaaS, you do not need to invest in hardware or software upfront, as with on-premise call center infrastructure. Neither does it require proprietary hardware that depreciates with time and requires upgrades.

The pricing plan is comparatively much lower than setting up the on-premise infrastructure and generally involves a monthly cost per user. For example, if your call center has a team of twenty members, you will only need to pay for a customized CCaaS plan for these members.

Besides the savings side, this cloud-based technology also offers phone capabilities and text, email, or social media integration. As a result, your live agents can provide a better customer support experience at scale.

# 3. Customer Support Centralization

According to research, a 15% improvement in First Call Resolution (FCR) can lead to a 57% reduction in repeat call numbers.

That’s a significant reduction and the related workload in a call center. But the question is – How will you improve the FCR in the first place?

This is possible with Contact Center as a Service, which houses all-inclusive customer data in one place rather than in separate tools. Your agents can view real-time customer sentiment, the nature of the request, and account value. Because of customer interaction tracking via this cloud-based service and real-time customer data at their fingertips, the agents can avoid uncertainty when offering help.

# 4. Reduces Downtime

If you are in the call center business, you might have a team of 100 agents or more. With Contact Center as a Service, you need not buy 1000 seats to handle the operations currently. Instead, you can add capacity whenever you want.

Besides this, upgrading an on-premise setup can result in downtime during which the clients cannot reach your support team, and salespeople cannot close the deals at hand.

The cloud-based contact center provides enterprise-grade reliability wherein the providers boast uptime of up to 99.999%. It simply means that your team of agents will stay operational no matter what happens.

# 5. Aids to Make Data-driven Decisions

While running a call center, which KPIs do you track to measure the overall performance?

Is it average time to answer, FCR, average abandonment rate, or call transfer rate? The next important question is – how efficiently can you track these KPIs?

By streamlining communication channels through Contact Center as a Service, businesses can better track the KPIs while having an eye on all contact channels from one centralized platform. Switching to CCaaS will help you make informed business decisions about customer experience faster and enable finding gaps in the support process to optimize them immediately.

Before we proceed towards the other CCaaS-related aspects, you should also know what differentiates a call center from a contact center.

Differences Between Call Centers and Contact Centers

While these terms are often used interchangeably, they serve customers using two different technologies. There are several fundamental differences between a call center and a contact center.

  • Call centers mainly handle voice calls and are used for outbound and inbound calls for sales, support, and IT helpdesk. 
  • Contact centers can function via phone, email, chat, text message, and social media. You can consider them as call centers having more advanced functionalities.

Let’s simplify it for you. Since consumers can use separate channels to reach a business, the speed at which you answer their query and offer resolution is quite important. Businesses that primarily serve their customers can connect with a call center for its services. However, contact centers are ideal for organizations that aim to ensure an omnichannel customer support experience.

You should also know that the evolution of call centers does not end at CCaaS.

Recommended Read: What, Why, and How of Cloud Contact Center

CCaaS vs. UCaaS vs. CPaaS: Comparison

CCaaSUCaaSCPaaS
Stands for Contact Center as a Service
Stands for Unified Communications as a ServiceStands for Communications Platform as a Service
Provides cloud-based contact center software on a pay-as-you-go basis
Syncs real-time omni-channel communication services within one interface automaticallyUtilizes communication APIs to customize individual channels like voice, video, or messaging to existing apps or software
Easily scalableEliminate the need for integrating multiple communication applicationsWith CPaaS, you need to pick and choose specific communication channels for use
Popular features: ACD, IVR, call queueing, and morePopular features: Video conferencing, chat messaging, business text messaging, and moreNo built-in features available

Also Read: 4 Key Pieces your Contact Center is Missing & You Don’t Even Know

Key Features of CCaaS You Should Look For

When you hire a CCaaS provider, it is crucial to understand how their service quality will improve the customer experience and streamline various business processes. Hence, it makes sense to consider the following features while comparing different vendors:

1. Real-time Communication

The availability of maximum communication channels will help you provide real-time communication with the customers. Remember that a Contact Center as a Service offering the highest number of channels is the best choice.

2. Self-service Options for Customers

The self-service features of Contact Center as a Service make your customers happy and the agents’ life a little easier. They are free to assist in complex support issues or make more outbound calls. Ideally, you should look for self-service features like IVR, automated customer callbacks, customer service chatbots, and others.

3. AI Automation

According to a survey, more than 40% of workers spend at least a quarter of their work week on repetitive tasks. In reference to call centers, businesses can automate various routine tasks with the help of AI. Therefore, your contact center provider should provide AI-backed solutions having features such as Speech Recognition and NLP, automatic call logs, and automated follow-up scheduling.

4. Interaction Tools for Agents

Your CCaaS provider should help your agents organize their work-related tasks and keep track of their support interactions with different customers. In addition, it should provide features like omnichannel routing, third-party CRM interactions, workforce management tools, call forwarding, call waiting, and more.

Common CCaaS Use Cases

  • Debt collection agencies that need to send payment reminders accept payments and provide account updates to their customers in an automated manner.
  • Call center or telemarketing firms that make outbound calls, receive orders from customers over the phone, and provide customer service.
  • Healthcare professionals that need to manage insurance plans, schedule appointments, and send appointment reminders.

How to Deploy Contact Center as a Service?

A cloud contact center uses Voice over Internet Protocol (VoIP) to receive and make calls via the Internet. To deploy CCaaS, you need workstations, headsets, and an Internet connection. The chosen CCaaS provider will manage the required contact center infrastructure. Once deployed, you can adjust the ACD and IVR via an online platform.

Once this is done, your team can begin to respond to the support requests by signing into the contact center software.

WHY ENTERPRISES CAN TRUST AMEYO

Ameyo is a Fullstack Customer Experience platform delivering the best features to enhance the experience of your customers and employees. So what makes Ameyo different than other vendors? Let’s find out!

What Is Ameyo? 

Ameyo is an AI-empowered CX solutions provider that helps enterprises enhance their customer experience throughout the customer journey. 

An omnichannel customer experience platform ensures the context of customer interaction remains intact even when the information passes through different communication channels.

What Do We Offer?

Here is a list of products offered by Ameyo to enhance the customer experience for enterprises:

1. Call Center Management Software

The call center management software offers services like customizable IVR, automated routing, auto-dialing, CTI integration, number masking, and role-based authorization. 

It also has other features like Unified Agent Desktop, click-to-call rate, etc., to enhance the employee experience at the same time. 

2. Omnichannel Customer Engagement 

The omnichannel customer engagement solution provides all the information from different communication channels on one interface and real-time monitoring to tackle situations at the earliest. 

Streamline workflows and CRM integration to create a hassle-free customer experience.

3. Unified Help Desk 

The unified help desk exhibits interactions sourced from various communication channels like voice calls, SMS, email, website, app, and other social media platforms on an integrated dashboard for ticketing management. In addition, AI and bots with sentiment analyzing capabilities help provide better assistance. 

 4. Conversational AI 

The conversational AI assists the customers with human-like interactions by providing quick self-service, omnichannel support, and live chat handover when human intervention is required. In addition, it supports multiple languages and is end-to-end encrypted.  

5. Omnichannel Contact Center Solution

The omnichannel contact center solution helps optimize the customer journey, increase operational efficiency with a real-time operational dashboard, and reduce traditional contact centers’ limitations. 

It is AI-powered and includes enterprise-grade outbound dialing, CRM integration, etc. Click here to learn more about Ameyo’s omnichannel contact center solution. 

6. Full Stack Cloud Contact Center Software

Ameyo’s cloud-based contact center provides a set of software, tools, and services that can be used to support multi-channel customer interactions for businesses. 

This contact center can support voice calls, video, social media, email, SMS, chat, etc. It takes minimal deployment time and near-zero upfront costs and offers flexibility, scalability, and easy and secure access.

Ameyo Vs. Others

7. Remote Contact Center Software 

The virtual call center software has a 360-degree view for infrastructural management, centralization of operations, remote login and functionality, and faster deployment with minimal disruptions. It tops it all with an enterprise-ready mobile contact center application.

8. Communication Platform As A Service

Ameyo’s communication platform offers solutions such as WhatsApp for Business, Google’s Business Messaging, Ameyo’s AI-powered Voice Bot, and Drishti Cloud IVR for enterprise contact center enhancement.

Why Do Enterprises Trust Ameyo?

Being a provider of such a wide range of solutions, it is essential to ensure that all the information safety protocols are in place. Here is a list of Ameyo’s licensing and security compliances that are followed to provide a secure and reliable service to the enterprises:

1. UL VNO

Unified License (UL) or Virtual Network Operator (VNO) is a license provided by the Department of Telecommunications (DoT) that allows a vendor like Ameyo to act as a reseller of internet service. It enables the vendors to enact as an ISP (Internet Service Provider) and provide internet services to their clients on a comparatively smaller scale without owning a telecommunications enterprise.    

2. PCI DSS

The Payment Card Industry Data Security Standard (PCI DSS) consists of policies that protect debit and credit cardholders from cyber fraud. 

Ameyo’s compliance safeguards the confidential information of clients from any misuse. 

3. PCI DSS Assistance

PCI DSS assistance is offered to enterprises with an on-premise setup that wishes to become PCI DSS compliant with Ameyo’s cloud deployment service.  

4. ISO 27001

ISO 27001 refers to the international standards for managing information security. The certification indicates that Ameyo follows the standards and ensures data security. 

5. ISO/IEC 27018

ISO/IEC 27018 protects Personally Identifiable Information (PII). Ameyo has ISO/IEC 27018 certification to increase its credibility and build trust among the users leading to a long-term business relationship.   

6. Accessible Archiving and Retrieval

There are various rules and policies regarding archiving of clients’ information. Ameyo provides an accessible way to archive information and retrieves it on demand. 

Furthermore, it stores it in a compressed version to ensure optimum space usage.

Why choose Ameyo’s Enterprise Contact Center?

Enterprise Contact Center (ECC) refers to a unified contact center that allows enterprises to perform complex operations involved in the functionality of a contact center from a centralized platform. 

It includes all the beneficial features like integration of omnichannel communication, advanced call routing, agent management, simplified automation and analytics, and detailed reports.   

Here is a list of reasons why leading enterprises prefer Ameyo’s Enterprise Contact Center:

1. Ease of Customization 

Just like one shoe does not fit all, one design does not work for all enterprises. However, Ameyo provides the ease of customization for setting up desired rules, configuring the dashboard and reports, and many more features that can be tailored specifically according to the requirements of the business. 

2. 24×7 Support 

Ameyo offers dedicated support 24×7 to answer and solve any queries or issues by its clients. It is easily accessible and increases customer satisfaction with quick responses. 

It ensures that businesses can focus on operations without worrying about technical issues.  

3. Secure and Reliable 

Ameyo follows all the security protocols required to ensure the safety of customer data. 

It has also acquired various licenses and certifications to establish credibility supplementary to infrastructural security practices like end-to-end internal testing and periodic certification of Vulnerability Assessment & Penetration Testing (VAPT) from a third-party IT firm. 

4. Enterprise Contact Center Proficiency 

With 17+ years in service and 2000+ clients in 60+ countries, Ameyo has gained proficiency in providing quality customer engagement solutions to businesses and enhancing their customer journey throughout their different modes of communication. 

From traditional channels like voice calls and SMS to virtual channels like email, websites, applications, and other social media platforms (Facebook, WhatsApp, etc.) Ameyo caters to all. 

5. Selective Payment

Ameyo presents a selective payment option to businesses, allowing them to pay only for their services. It is cost-effective for providing the best solutions and retaining long-term clients. 

6. Uptime of 99.8%

Ameyo understands the value of being 24×7 accessible to customers. Hence, it provides an uptime of 99.8% so the customers can reach out to the businesses at their convenience.  

Wrap-up

If you are intrigued by the information you have read, get in touch with us and dive deeper into the world of cloud contact centers. Modernize the way you cater to your customers and improve their customer journey with Ameyo today!

Top Conversational AI Statistics and Trends to Follow in 2022

The easy availability of on-demand messaging has led to a paradigm shift in customers’ preference for communication. But maintaining the expected communication with them is not a trivial task. While they expect unforgettable interactions with brands or businesses, responding to them via their preferred channel can be quite challenging. This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries.

With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. On the one hand, 69% of consumers prefer using chatbots to get instant responses (Source). On the other, the Conversational AI market is expected to reach the mark of US$18.4 billion by 2026. But that’s not all of it.

With AI-based conversational tools providing cost-effective solutions to businesses, a lot more is going on in this industry. Here, we will cover some of the key statistics around conversational AI and trends in the advanced chatbot ecosystem.

What Do the Numbers Say About Conversation AI’s Present and Future?

The contact volumes over different customer communication channels are increasing with time. But, on the other hand, many businesses like yours want to implement cost-cutting measures irrespective of the resulting quality of customer support. Conversational AI, as a leading contact center automation technology, stands at the convergence of these two business sides.  

Given below are some research-based statistics providing valuable insights related to the trends in the chatbot industry:

  • Adoption of advanced chatbots across banking, retail, and healthcare sectors is expected to result in cost savings of $11 billion in a year by 2023, with over 70% of chatbots being retail-based. It will also drive chatbot eCommerce transactions to $112 billion by 2023 (Juniper Research).
  • More than 50% of enterprises spend more amount per annum on chatbots than on traditional mobile apps. Also, chatbots will become the harbinger of AI in different industries. (Gartner)
  • Chatbots are expected to trim annual business costs by more than $8 billion by 2022. Also, 75-90% of the queries will be handled by chatbots, resulting in cost savings of $0.70 per interaction (CNBC).
  • Conversational chatbots will help businesses in reducing their customer service costs by around 30% (Chatbots Magazine).

Chatbots Trends and Future Outlook

1. Human-like Chatbots

The AI-based chatbot industry is expected to become the driving force for business communications. The Natural Language Processing  (NLP) technology used in these bots uses predictive analytics to understand user intent from their conversation or queries raised. However, the rapid rise of chatbots adoption does come with its fair share of challenges, such as:

  • Misinterpretation of requests by chatbots as they fail to understand the customer’s intent.
  • Failure to answer or solve technical issues .
  • Inability of chatbots to understand different accents and cultural dialects in order to pick the user intent from a conversation.

Keeping these challenges and customer expectations in mind, businesses will be more focused on creating and utilizing chatbots that are quite indistinguishable from humans. These efforts are based on a combination of AI, NLP and Machine Learning (ML).

Unlike traditional bots with pre-coded responses, conversational AI bots are designed with the ability to:

  • Deliver personalized customer experience
  • Boost customer loyalty with your brand
  • Influence customers’ perception positively

2. Sentiment Analysis for Chatbot Behavior

With chatbots becoming more advanced and conversational, the next big thing would be to improve the user experience in parallel. This is where sentiment analysis is crucial to train chatbots with human-like capabilities. The core purpose of utilizing a chatbot is not just about quick and instant response delivery but ensuring a delightful customer experience. 

Using sentiment analysis, chatbots can be trained to respond to the customer’s emotions while leading the conversation. Here, the collection of customer feedback data can be used for further analysis to obtain deeper customer insights.

With sentiment analysis, chatbots are expected to enhance user experience by:

  • Figuring out happy or annoyed customers by reviewing their recorded conversations. 
  • Modifying the responses to be delivered based on the customer’s view about the business.
  • Routing dissatisfied customers to the right team to deliver a personalized, more effective customer support.

3. Increased Use of AI in Contact Centers

Conversation AI chatbots aim at saving costs significantly when organizations upgrade from an existing inefficient IVR system. These advanced bots can handle simple requests, such as balance checks, appointment scheduling, and password change, to name a few without human involvement. Particularly in relation to contact centers, there are several benefits of AI bots, including:

  • Reduction of the number of live agents required. 
  • Improvement in the employee attrition ratio which can be quite high because of the nature of routine calls.
  • Cost savings resulting from not requiring 24×7 calling staff.

Beyond the current functionalities supported by AI-based chatbots, they are poised to undergo transformational changes to cater to various core business processes, such as:

  • Automated customer support for prompt resolution of simple queries.
  • Predicting customer’s intent to adjust the agents.
  • Customer information collection to gather points about the context of interactions and offer faster resolution.

4. Rise of Voice bots

With the easy availability of voice-based assistants, it is no surprise that the searches and customer interactions with businesses will be voice-driven. Voice-driven chatbots are gaining popularity amongst the leading organizations because:

  • They can engage with customers using automated, intelligence-based communication in place of monotonous text lines.
  • They can provide reliable data insights to the customers in real time.
  • They allow personalized communication to reduce common problems faced in dealing with the customers.

The best part is – conversational bots are capable of assisting over both text and voice. The current trend of automated customer engagement will continue to rise further in 2022 and encompass different sectors like travel, insurance, and financial services.

Read More: How can Conversational Bots Improve CX?

5. Higher Chatbot Adoption Based on Customer Experience (CX)

A study found that customer experience has overtaken price and product to become the key brand differentiator. 

Increased investment in customer experience improvement can help businesses generate higher annual revenues. This is where the best AI chatbot platforms come into the picture to automate different business functions. Whether it is lead generation or capturing customer feedback, these bots can boost the overall experience and are best suited for the target audience that expects an instant response within a few seconds.

Besides this, Conversational AI bots, being in an active state round-the-clock, can engage with customers and handle information-centric queries. This will ultimately reduce support tickets generated. Also, their scalable features ensure that your business continues to grow beyond bounds.

6. Conversation Commerce Driven Messaging Platforms

Conversational commerce, which lies at the intersection of shopping and messaging, is expected to become the next big trend this year and beyond. Currently, this amalgamation allows the customers to get customer support, ask questions, chat with live agents, and make purchase decisions all from within the messaging app. Here, the delivery of customer interaction can be with a human representative, a bot, or a mix of both.

Going ahead, more brands are expected to adopt messaging apps to further boost customer engagement and build a loyal consumer base. By integrating chatbots with messaging apps, businesses can resolve various types of customer service issues, provide product recommendations, and interact with buyers in real time.

7. Payment Automation Using Chatbots

Other than managing campaigns and generating leads, AI chatbots can also be used to automate simple payments, allowing customers to pay directly via live chat. This instant payment process will not only make the customers happy but also improve customer satisfaction. It can be considered the next level of capabilities of bots beyond checking account balances or setting payment alerts.

Keeping in mind the data security aspect, payment automation via bots is in the nascent stage and will catch up soon to build more use cases. Here are some of the benefits of automating payments via AI bots:

  • Direct buying from messaging apps integrated with bots without leaving the app for final payment.
  • Easy to scale bot-based purchases inside the messaging sequences.
  • Cost savings through the addition of another sales channel.

Also Read: Automate Customer Service with Conversational AI

8. Internal Bots for Enterprise Use Cases

Other than handling external customer requests, conversational AI bots can also deliver exceptional business value by streamlining internal workflows for enterprises. Given below are a few use cases of AI bots for different enterprise functions:

– Human Resource

Bots can be used to check the pulse of your employees, complete transactional HR services, and answer basic HR-related questions.

– Internal Helpdesk

With chatbots handling common queries, the IT team can focus more on complex queries raised by the workforce. The bot will also learn how to answer repetitive queries to further improve the response time.

Employee Onboarding

To onboard employees, chatbots can be used to initiate the interview process by presenting screening questions and capturing the answers. They can also help in sharing company policies with the new hires.

The Way Ahead on Chatbot Trends

Chatbot technology is one of the most innovative solutions for businesses to handle customer interactions and a lot more. The implementation of AI bots in various fields will further increase the benefits for businesses in diverse sectors and make new trends for the time to come. 
Need assistance in getting started with conversational AI? Contact us here.

HOW TO CONVERT WHATSAPP TO A BUSINESS ACCOUNT

WhatsApp is the largest social media platform, with more than 2 billion users using the application monthly. 

The massive number has resulted in businesses switching to business accounts and using WhatsApp for a competitive advantage. 

WhatsApp Messenger is the most preferred messaging platform for social media users or targeted customers. 

WhatsApp Business is suitable for small-scale business owners with limited requirements for features. Click here to check out the advantages of WhatsApp Business in increasing customer service. 

What to Keep in Mind Before Converting WhatsApp to Business Account:

Like WhatsApp Messenger, WhatsApp business requires a number to register the business account. The key point is that a number can only be associated with one of the accounts. 

Hence, to keep using WhatsApp Messenger on the same number, a different number has to be registered with the business account. 

Then the business account has to be created from scratch instead of converting a WhatsApp messenger into a business account. Scroll below to understand the steps to create WhatsApp Business Account using a new number.

Steps to Convert Existing WhatsApp to Business Account: 

1. Backup Your WhatsApp Messenger Data 

Backing up the WhatsApp messenger data is the first step to ensure that none of the previous chats and media gets lost during the conversion process. This can be done through the normal WhatsApp app.

Settings > Chats > Chats backup > Back up now

If there is a specific chat from a group or individual that is extremely important, get it exported from WhatsApp:

  1. Open the chat
  2. More > export chat 
  3. Select to export with or without media 

A “.txt” file would be composed as an email with the chat history.  

Once the backup process completes, proceed to the next step. 

2. Download The WhatsApp Business App from Google Play Store or Apple App Store

The next step is to download WhatsApp Business from the google play store for android users and the apple app store in the case of iPhone users. Launch the app by clicking on the icon on the home screen once it gets downloaded.  

3. Approve The Terms of Service

A dialogue box stating the terms of service of the WhatsApp business would appear. Once read and agreed, proceed to accept the Terms and Conditions. 

4. Register

The next step is to register a phone number with the business account. While converting messenger to a business account, WhatsApp would automatically identify the number previously in use. Check and click on the number to proceed to the next step. 

5. Complete The Transfer Process

The transfer process will begin automatically. The app has to be kept open without locking the phone before the transfer process completes, as it might cause a hindrance and stop the process. After a while, an option to restore data will appear, click on “continue/restore” to proceed and move on to the next step. 

6. Sync Contacts and Photos 

WhatsApp Business would ask for access to contacts, a gallery of media, and files. Click “allow” to provide access and let the contact list and media sync with the app.

7. Create a Business Account

Fill out the necessary information required to get started, like the name and category of the business, and choose an appropriate profile picture, preferably the company logo that users can associate with the business. 

8. Create a Profile 

The Business profile is an introduction of the business to its users and customers. Here’s a list of content to be filled/edited:

9. Start Chatting

The WhatsApp business account will be successfully set up after completing the steps mentioned. To ensure proper functionality, send a text to someone and start chatting.

Steps to Create a WhatsApp Business Account Using a New Number:

1. Download The WhatsApp Business App from Google Play Store or Apple App Store

The first step is to download WhatsApp Business from the google play store for android users and the apple app store in the case of iPhone users. Launch the app by clicking on the icon on the home screen once it gets downloaded.  

2. Approve The Terms of Service

A dialogue box stating the terms of service of the WhatsApp business would appear. Once read and agreed, proceed to accept the Terms and Conditions. 

3. Register

Select a country name to identify the correct country code from the drop-down list. Enter the phone number to be used for business. Choose an option to receive the verification code either via call or text. Enter the 6-digit code to complete the registration. 

4. Sync Contacts and Photos 

WhatsApp Business would ask for access to contacts, a gallery of media, and files. Click “allow” to provide access and let the contact list and media sync with the app.   

5. Create a Business Account

Fill out the necessary information required to get started, like the name and category of the business, and choose an appropriate profile picture, preferably the company logo that users can associate with the business. 

6. Create a Profile 

The Business profile is an introduction of the business to its users and customers. Here’s a list of content to be filled/edited:

i)  Profile Photo  

ii)  Cover Photo

iii) Business name and description

iv) Business Category 

v)  Business Address 

vi) Business Hours 

vii) Email and Website 

viii) Linked Social Media Accounts

ix)   Catalogue 

x)    About Information

xi)   Phone Number 

Explore > Business Profile

7. Start Chatting

The WhatsApp business account will be successfully set up after completing the steps mentioned. To ensure proper functionality, send a text to someone and start chatting.

Wrapping Up 

There are a lot of features to be explored once the WhatsApp Business account is created. However, WhatsApp Business API has much more to offer to large-scale businesses. Read this article to learn more about WhatsApp Business API. 

This information has been brought to you by Ameyo, an AI-enabled customer experience platform. Get in touch with us for any queries! 

How To Implement WhatsApp Business API for Startups

The popularity of WhatsApp as a go-to messaging app has no parallel. With a user base of more than 1.5 billion people using the app for texting daily, the opportunity to tap into the business side of it should not be missed. 

Luckily, WhatsApp Business API helps brands leverage the messaging app for initiating business communications without compromising the user experience.

WhatsApp for personal communication is already bundled with quite a few impressive features. Users can make calls, both video, and audio, share files of any kind, use interactive graphics like GIFs and emojis, and perform a host of tasks just with an active internet connection. 

The key appeals of WhatsApp as a messaging app are personalization in communication and urgency in checking messages by the users. 

Therefore, brands can invoke the same sense of urgency with personalized messages and improve their product promotion through WhatsApp Business. Let’s find out how. 

WhatsApp Business API: An introduction?

WhatsApp Business was launched in 2018 by its parent company Meta. Launching the API was to bring in the features of WhatsApp for businesses. 

In principle, WhatsApp Business API acts as a support and plays the role of a sales channel, which brands can utilize to promote their products and services more personalized and targeted manner. 

It allows brands to use WhatsApp to communicate with multiple customers using automated replies, chatbot support & interactive messages.

Usually, the API allows businesses to list their products or services on their WhatsApp Business account that are visible to their contacts. 

Although often perceived as confusing, especially for new business owners or startups, implementing WhatsApp Business API are straightforward. However, before we proceed to the steps of integrating WhatsApp Business API, let’s check some of the features and advantages that make it such a helpful addition. 

WhatsApp Business API: An upgrade over WhatsApp Business App

Usually, WhatsApp Business App or web extensions are enough for small businesses to connect with their customers. However, this version has limited capabilities and cannot handle large-scale operations effectively. 

The features included quick replies, away messages, dedicated business hours, and single usage. Naturally, it had to be monitored by the device holder and posed an issue when a lot of customers had to be managed. 

WhatsApp Business API effectively solved all these issues by making features such as bulk messaging, integrations, and multiple logins. Further, it brings in quite a few automation features that can be integrated with CRM tools or business platforms. 

Yet, the WhatsApp Business API can only be accessed via WhatsApp Business Solution Providers (BSPs). 

The WhatsApp API Platform is still not available at a large scale yet. Meta has less than 100 third-party solution providers distributing the WhatsApp Business API to businesses for integration. 

Generally, the BSPs urge businesses to build the existing solution by integrating the API. These BSPs streamline customer communication according to pre-approved use cases by the brands onboarding the former. One of the benefits of using such a BSP is that the process of integrating WhatsApp Business API becomes hassle-free

Such integration with the BSPs includes all the critical features of WhatsApp Business. Further, it offers a CRM-like interface with analytics support and third-party apps, verified profiles, broadcast messages, interactive chat support, and multi-user logins. Subsequently, the entire system becomes more streamlined and can be managed easily. 

WhatsApp Business API: How is it done?

Once the basic idea of BSP support is established, it is essential to understand the components of the WhatsApp Business API account. 

Ideally, there are two components of the API – the brand’s profile on WhatsApp Business and a registered phone number. 

  • WhatsApp Business Profile: The WhatsApp Business Profile helps customers to find all the relevant information about a business. Business owners can optimize the profile with a cover photo, business description, official address, contact email, and brand website.
  • Registered Phone Number: This is usually the official phone number associated with a brand’s WhatsApp Business account. The phone number should be registered to receive calls or SMS since it requires an OTP verification via SMS.

Once these details are uploaded on the BSP, the integration can be done effectively. After integrating it with your WhatsApp business profile, you can leverage the BSP’s features, which usually help you to: 

  • Leverage WhatsApp as Chatbot using Automation– WhatsApp Business API helps you to set up a chatbot that automates responses to general queries regarding the business offerings. 
  • Team Inbox accessibility & Multi-user login– The BSP integration allows businesses to set up multiple logins for customer support teams using a single WhatsApp number. 
  • The dashboard enables the entire team to use the platform for communication once they are added. Further, it can manage sales data and customer profiles via a single dashboard. 
  • Broadcast messages & Personalized Campaigns– BSPs allow brands to send messages in bulk than getting restricted by the usual 256 recipients. These messages can be further customized and personalized based on the requirements. 

However, there are certain things that businesses must remember before integrating WhatsApp business. Although WhatsApp Business API allows a variety of message formats, certain templates can be reused. 

These templates are approved by WhatsApp, not the BSPs, and are only used to send notifications to customers. Further, consent plays a significant role here, too, as a brand must ask for user permission before sending them promotional messages. 

These safeguards help brands maintain the quality rating of the messages sent to the customers. Based on the colors (green, yellow, or red signifying the reducing quality order), the WhatsApp Business account can be flagged or restricted. 

Conclusion

WhatsApp Business API helps businesses scale their customer communication to quite some degree. The steps mentioned above clarify for small business owners and startups onboarding a BSP and enhance the overall user experience with personalized communication. 

Since the API integration brings in a lot of automation and support, human efforts are minimized, and the communication process becomes seamless. 

If you are looking to integrate WhatsApp Business API with your brand communications, we can help. Drop us an email or visit our website to know more.

How to Automate Whatsapp Marketing for Businesses?

Facebook, Twitter, or Instagram would be the 3 top platforms that would come to your mind while thinking about marketing channels. Isn’t it? Also, the chances of your business promotion on these three platforms would be higher than on any other platform.

But what If you find an alternate platform with more users than two of these combined?
Its WhatsApp.

Whatsapp marketing is a type of marketing that relies on using WhatsApp as a tool for communication with your customers. WhatsApp as a messaging app is so powerful that it has an audience of over 2 billion active users, and boasts open rates of up to 98% making it a powerful tool for businesses to reach a large number of people. 

WhatsApp can be used for many different purposes, such as sending messages to your contacts about the promotions you have going on, sending them links to blog posts you’ve written or company-related articles, or even making small talk with them.

Another way businesses can use WhatsApp is to keep customers updated on what’s happening with the Business. It also allows them to ask questions, give feedback, and give updates about the Business.

Even many people have claimed that it is more effective than other traditional forms of advertising. Therefore, WhatsApp marketing can be an effective way for businesses to reach out to their target audience.

Future of Whatsapp Marketing for businesses?

The future of WhatsApp marketing for business lies in its ability to connect with potential customers on a more personal level. In the past, businesses have used WhatsApp to send out mass messages and coupons. However, WhatsApp’s new features, such as Status and Groups, allow businesses to connect personally with their target audience.

As the future of Whatsapp for businesses (both B2B & B2C) has been promising, companies are investing their time in this platform to share catalogs and order bookings for customers.

From two-click payments to AI-powered recommendation engines, commerce companies have been on the front in enhancing upselling and cross-selling opportunities based on users’ intent and past behavior. Moreover, with more expanding capabilities of WhatsApp, numerous companies across the globe are betting high on this platform for contactless shopping.

Sames goes for other promising industries too. For example, the future of WhatsApp marketing for business is about creating connections and building relationships with potential customers. By using Status and Groups, businesses can connect with their target audience more personally and build a community around their brand.

There are many reasons why your business should use WhatsApp for marketing:

1. Audience

WhatsApp is a top-rated messaging app with billions of users worldwide, giving companies a large potential audience for marketing messages as more than 60% of them use it daily.

With such a global reach, you can easily connect with new customers worldwide and share information about your services or products. In addition, Whatsapp has several features that make it ideal for businesses, such as group chat, broadcast lists, and voice and video calling.

As WhatsApp has been an effective alternative to SMS these days, it’s considered to be the most cost-effective tool. In the United Kingdom alone, at least 80% of adults aged 18 to 24 use WhatsApp as their primary messaging tool, which makes WhatsApp the best available option for branding and reaching out to the mass audience in a pocket-friendly way.

Also Read: How is Whatsapp Business API Effective in Business?

2. Targeting

Fortunately for marketers, one can easily target their potential customers by sending them direct messages. From there, the sky is the limit. Most businesses can’t do this over Facebook Messenger or even Instagram. This makes WhatsApp a great tool for reaching out to specific groups of people, such as families interested in vacationing in Hawaii or folks who want to try a particular food truck.

3. Outperform your Competition

If you are targeting an audience that isn’t receptive to being sold on platforms like Facebook or Instagram, sending them a message through WhatsApp could be just what they need to get their attention.

There are tons of ways you can attract the right audience without coming across as too pushy, so don’t be afraid to try a few things this holiday season.

4. Extensively Cost-effective

The best thing about WhatsApp for Business is that it is cost-effective. Unlike other platforms like Linkedin, Facebook, Twitter, and Instagram, which cost you hundreds and thousands of $$$ to run the advertisements.

Ways to Automate Whatsapp Marketing for Businesses

Apart from the WhatsApp business app and its numerous benefits, another thing we’ll be discussing in this blog is WhatsApp automation and how to use it to improve your marketing and customer service communications.

As automation has overtaken all the integral parts of marketing and sales operations at companies nowadays, everything, including (but not limited to) bulk messages, notifications, alerts, upsell/cross-sell, and ever support, is just a click away for marketers.

Additionally, businesses are using chat systems to increase customer engagement rates and parallelly leveraging WhatsApp marketing to automate the entire customer journey, message and flows. With solutions like WhatsApp business API, companies can give wings to their WhatsApp business marketing strategy.

Read More: Why does your Business Need a Whatsapp Business Chatbot?

A few of the benefits which can be leveraged through WhatsApp automation are:

1. Automated and Proactive Communication

Brands worldwide are automating WhatsApp to create proactive message templates directed at clients who have chosen to receive updates on orders, appointments, service requests, or payments. This post automation help companies save thousands of dollars either invested in agent training or automated systems like IVRs.

2. Automated Upselling and Cross selling

As self-explanatory, an automated WhatsApp system may help automate a business’s sales flow. Meanwhile, companies are leveraging the WhatsApp platform for post-purchase communication to cross-sell. Thought is to utilize the consumer’s purchase data as an indicator of what might (or might now) be of their interest. For example, a user purchasing hiking boots would also be interested in checking out hiking bags.

3. Message Flow Automation

You may design a custom message flow and automate pre-defined information such as FAQ, auto-replies to queries, provide customer service hours, or program any other answer that will shorten the time customers must wait.

4. Enhanced Conversion Rates

Companies focus more on delighting customers than acquiring them as delighted customers are more likely to re-buy from brands and become loyal. With automation, businesses can guide customers through the sales funnel and move them closer to purchase.

5. Collect Reviews and Ratings

Companies can push easy notifications with automated time delays to collect reviews about their products or services. Brands can also use innovative ways to push surveys to customers for more upgraded services or solutions.

6. Automating Offers and Promotions

As the restaurant industry has been doing for a long now, companies can leverage automated WhatsApp marketing by promoting offers and promotional events. You can further connect with them one-on-one for a more personalized discussion.

Read: How is Whatsapp Integration Useful for Business?

7. Sales Process Automation

Whatsapp marketing for businesses could be the next big thing for automated sales processes as companies can automate complicated selling flows without human intervention. Through this, customers can be asked for their intent, showcase the catalog with the right products, and help customers easily check out. So isn’t this a win-win for both companies and customers? This would further result in a sales person available for customers 24X7.

8. Automate FAQs

Customers always have questions, they always had, and they always will. One important thing WhatsApp for Business can automate for customer dealing Business is to automate the process of frequently asked questions and answer back to the customers with pre-defined answers. This would prevent dropping out a customer as responding to a query fast will help customers get solutions and save human agents’ efforts.

Wrapping Up.

Whatsapp has undeniably been a strong tool for interaction and communication; effortlessness has been a primary reason for this.

Being the most used platform and a great tool to connect with the crowd, build connection/community and promote your services/products, WhatsApp has been a favorite platform for marketing.

As businesses around understand the importance of reaching out to customers, they are after innovative solutions to ensure customers are reached and engaged in a better way of what competitors are doing. And what would be better to reach out to them on platforms they are already active on.

How is Voice bot Technology Beneficial for Business?

In an over-saturated world of marketing and extensive competition in almost any industry nowadays, how can one miss to be heard by the target audience? 

Also, in today’s technology-evolving world, customer experience is the topmost priority for companies but a significant challenge too. As a result, companies have been trying hard to automate customer interaction without hampering the experience with them.

Undeniably, the objective is to have a superior customer experience, and that too with some cost-effective solutions.

A Better Approach

With voice bots, Companies are stand out from their competitors in terms of customer support and customer experience. Being the latest technology, voice bot technology is one of the most advanced and innovative approaches to advertising and marketing these days.

According to a report by eMarketer, nearly 92.3% of smartphone users will be using voice assistants by 2023.

Voice bots are helping businesses take growth to another level. With several great brands leveraging the same, this technology is advanced enough to engage and interact with customers.

What are Voice bots & Tips before Opting for One?

Voice bots are an AI-driven approach that allows computers to understand and respond to human speech. They help businesses automate customer service tasks, such as answering frequently asked questions or providing information about products and services. 

Additionally, Organizations use voice bots to provide customer support or promote a company’s products and services. Nowadays, More than ever before, businesses highly value voice bots.

Though voice bots go much beyond simple chatbots. They use the most recent technological advancements of AI (artificial intelligence) & NLP (natural language processing) to process spoken language & respond with text or already placed smart content in audio form.

But before you opt for one for your business, here are a few tips on how to get started with this technology in your business:

Tips before Opting for a Voice bot

Voicebot

1. Define Goals

Before you implement any new technology in your business, it’s important to define your goals.

  • What do you hope to achieve by using voice bot technology? 
  • Do you want to automate customer service tasks? 
  • Improve your sales process?
  • Make it easier for customers to find information on your website? 

Once you know what you want to achieve, you can start researching which voice bot platform will best help you meet your goals.

2. Research Well

There are a number of different voice bot platforms available, so it’s important to do your research and find the one that’s right for your business. Consider factors such as cost, ease of use, features, and integrations when making your decision.

3. Pilot Diagram

Once you’ve selected a platform, it’s time to set up a pilot program to test out the technology. Different kinds of ready voice bots solutions can be beneficial for different industries.

Benefits of Voice Bots in Businesses

Voice bot technology is becoming increasingly popular and is being used by businesses of all sizes to automate customer interactions. There are many benefits to using voice bot technology for businesses, including:

1. Increased Efficiency

Voice bot technology can help businesses automate routine tasks and processes, freeing employees’ time to focus on more important tasks. In contrast, Voice bots proved to be more highly efficient than live agents, which led to enhanced customer satisfaction. A perfect win-win for companies.

2. Improved Customer Service

Manually collecting and filling routine information about customers can engage a lot of time for agents/employees, keeping them away from crucial customer issues. Voice bot technology can be used to collect information from customers and provide them with quick and easy access to information or support, improving the overall customer experience.

Read More: The Future of Banking: Voicebots and its Benefits

3. Reduced Operational Costs

Compared to manual customer servicing, automating routine queries of customers and solving issues can help companies reduce over 60-70% of operational costs. It also saves training costs for employees who previously indulged in customer service.

4. Increased Sales

Businesses can boost their sales by providing customers with a convenient way to make purchases or inquire about products and services.

From assisting customers 24X7X365 to upselling and cross-selling customers through appropriate recommendations, voice bots are a proven system to enable a seamless buying experience for the organization’s potential and current customers.

5. Greater Reach

Voice bot technology can help businesses to reach a wider audience as it allows them to interact with customers through multiple channels such as websites, mobile apps, and messaging platforms. Industries like restaurants are the most likely to benefit from voice bot technology, as they can use it to help customers place orders or access support.

Voice Bot: Future of Customer Interaction

Voice bots are the future of customer interactions.  They provide a fast and convenient way for customers to get the information they need without having to wait on hold or talk to a live person. This technology is only going to continue to grow in popularity, so it’s important for businesses to start thinking about how they can incorporate voice bots into their customer service, sales or marketing strategy

Companies have to initially invest time in making sure that the voice bot is able to understand the customer’s question or request and is replying in an appropriate manner. This means programming the bot with a large range of possible customer queries and responses.

Importantly, companies have to make sure that the voice bot is handling the data well as voice bots will have access to sensitive information like credit card numbers and addresses of customers. This has to be stored securely with no scope of errors. Companies also have to consider the overall tone and personality of their voice bot. This will be the first interaction many customers have with your brand, so you want to make sure that it’s friendly and helpful.

With the help of artificial intelligence, they are able to understand and respond to customer queries just like a human would. This technology is already being used by some of the biggest companies in the world, such as Google, Amazon, and Microsoft, to provide better customer support. With the help of voice bots, businesses are already saving time and money while still providing their customers with the best possible experience.

Here are some examples of how and where voice bots are being used today:

1. Customer service: Voice bots can be used to provide customer service. They can answer questions, help customers troubleshoot issues, and even make recommendations.

2. Sales: Voice bots can be used to help with sales. They can provide information about products and services, take orders, and even upsell customers on additional products and services.

3. Support: Voice bots can be used to provide support. They can answer questions, help customers troubleshoot issues, and even escalate issues to human agents if necessary.

Voice bots are revolutionizing customer interactions and are changing the way businesses operate. Of course, there are some challenges to using voice bots for customer interactions. But despite all challenges, voice bots are still the best option for customer interactions in many cases.

In a Nutshell

Voice bots, or chatbots that use voice recognition and natural language processing, are becoming increasingly popular as a way to interact with customers and provide information. While they are not yet widely used, their potential is significant.

One of the most obvious uses for voice bots is customer service. Voice bots can be used to handle simple customer service tasks, like providing information about a product or service, taking a customer’s order, or even troubleshooting an issue. This can free up human customer service representatives to handle more complex tasks or issues.

Not only does it help to automate customer support, but it can also be used to generate leads and close sales.

How can Conversational Bots Improve Customer Experience?

Whether offline or online purchase, the customer wants a smooth and excellent customer experience. To ensure this, Most brands have deployed conversational bots to provide a seamless customer solution and experience.

Chatbots have traditionally been restricted to websites, passively waiting for your customers to arrive and engage with them. However, according to research statistics, customers spend more than four hours daily on their mobile devices, with 44% of that time spent on social media or messaging apps.

The brand opportunities are also excellent, given that 81% of consumers say social media helps them discover new products or services. For details, click here

Bots are specially developed to ensure quick resolution to customer issues. In addition, they can automate and personalize interaction with the customers. There’s a long list of benefits of using conversational chatbots for your business; one is improved customer experience.

Top Four Ways how Conversational Bots Improve Customer Experience

There are several ways of improving customer journey and their experience by integrating conversational bots to your businesses.

Conversational Bots

1. Ensures Personalized Interactions with Customers in Real-time

Conversational bots can help improve the customer experience by ensuring personalized interaction in real-time. If a customer wants to enquire about anything related to the customer support team of any business, this will get done in a few clicks only. The availability of chatbots around the clock and helping the customer instantly makes them feel important. Bots can quickly answer customers’ queries, no matter the time.

If a customer asks for a specific product or webpage of the business, chatbots can automate engaging conversations with the customers to have that personalized touch.

Personalizing the chatbots makes your business stand out from the market competition. The business deployed bots for personalized customer interaction makes them feel more valued. If the customer is satisfied with customer support, your website will have repeated purchases and increased browsing time.

  • The chatbots can gather basic customer data from their interactions. 
  • With the collected data of the audiences, chatbots can personalize their interactions.
  • Through bots, all the customer information can easily be fed to the support reply in real-time.
  • This way, support replies from the bots can provide relevant solutions to the customers based on their previous interactions and current needs.

2. Reduces Customer’s Time

One of how conversational bots can improve customer experience is by reducing wait time. Waiting for any reply or response is frustrating for the customers. Audiences often require immediate responses about the business’s products to make purchase-related decisions.

The good thing is that chatbots can reduce customers’ wait time and help them quickly get the things they want. Those days are gone when a consumer had to wait many minutes and listen to on-hold computerized music.

The advent of AI-powered bots just revolutionized the way of customer support. Businesses deploying chatbots can offer their audiences an incredible customer experience by reducing wait time. With the help of bots, customers will get instant answers to common questions related to the order status, locations, delivery, etc.

3. Smoothens the Overall Customer’s Journey

For any business, it’s the potential customers that can help them to grow. So, it’s always crucial to focus on improving the customer experience with their brands. If there are any queries related to the products or services of your business, customers can get answered immediately with the help of bots. Not just this, chatbots allow customers to resolve issues without speaking to any online agent.

Read More: How can Conversational AI Help the Healthcare Industry?

Whenever a customer arrives on your company’s website, a chatbot can start interacting with them by asking about the order number, name, type of queries you’re having, etc. Conversational bots make the purchase process quicker, easier, and hassle-free. When customers get excellent service and experience from any brand, it helps make a strong bond of trust and reliability with the brand. As a result, there will be increased chances of frequent visits of the customers and increased sales.

AI-chatbots deployed by the brands can provide the customer with basic information. This information includes the brand’s products, videos, product suggestions, etc. Because of the business’s bot assistant, the customers will be relaxed and have no frustrations as they can discover more about the brand and products.

4. Keeps Customers Updated on their Order

Connecting with a chatbot allows customers to get regular updates on their purchases. However, asking questions about orders from online agents is one of the most frustrating things for many customers. This is because they’ll have to wait for some time to speak to the customer support team.

However, the utilization of conversational bots helps you to know each and everything about your order status. By relying on automated chatbots, businesses can ensure efficiency towards their support team. Along with this, there’ll be a reduction in the workload of the team. This will make the support team focus on delivering an excellent customer experience.

Read More: Future of Work at Contact Centers

If there’s any additional assistance that a customer wants to know about their order, chatbots can help you in all possible ways. Bots can either clarify or resolve an issue related to the orders.

Conclusion

These days, conversational bots have gained more traction because of their benefits for a brand in improving the customer experience. If the utilization of bots is done properly, it can help a business grow efficiently by ensuring a positive impact on the quality of customer experience. In addition, Businesses can optimize their customer’s journeys using real-time customer-employee interactions. Thus, most brands are now opting for the bots technique to reach potential customers and solve their issues.

5 Reasons to Switch to Cloud Contact Center CTI

Loyal customers of a brand become the source of potential referrals as per their experience. Irrespective of the business category, the competition in the markets has mostly increased, making businesses give significant importance to customer interactions for both sales and support. 

As per a survey conducted in 2020, 42% of respondents stated that they choose phone calls as a communication channel to resolve customer service issues.

For businesses that deal with a high volume of both incoming and outbound calls, the right technology can make a significant difference in efficiency, sales, and ROI. 

With customer experience taking the center stage around meeting customers’ expectations, it is important to understand Computer Telephony Interaction (CTI) – a robust technology that can help leverage maximum benefits from customer interactions.

What is CTI?

CTI is a call center technology meant for customer service teams that provides them the ability to access telephone services through a desktop. It essentially unifies a telephone system with a computer and also combines various other technologies like Automatic Number Identification, Interactive Voice Response (IVR), and Voice Conferences to allow a contact center to function to its true potential.

Using CTI, you can ensure that your teams are no longer dependent on phones to communicate with clients. Besides this, all your devices – fax, phone, or voice mail, can communicate with one another. In other words, it gives you centralized control over different business communications through a single interface.

A wide range of CTI features makes it a better alternative to the traditional PBX systems. With effective CTI integration, the required customer information – personal information, account status, previous call logs, etc. are easily visible to the agent for faster resolution of customer queries.

How does CTI Work?

Previously, setting up customer support service and sales channels required PBX systems, server setup, and hiring of maintenance professionals. With the advent of cloud telephony, the entire process has been streamlined. 

Using CTI integration with your call center software, you can enable the agents to manage phone calls from their computers. They can make or answer phone calls and follow a data-driven approach to fulfill customers’ needs.

Key Functions of CTI

CTI can be used for a variety of contact center functions such as:

  • Automated dialing that generally includes power dialing, auto-dialers, and click-to-call
  • Phone controls like answering calls, making calls, or holding conferences
  • Screen popping to trigger caller numbers (ANI), number dialed, and other customer data during the call
  • Call routing that includes time-based routing, skill-based routing, and others

Primary Advantages of CTI Integration for Contact Centers

Cloud Contact Center CTI

1. Intelligent Call Routing

If your team of agents handles a large volume of calls, they might have come across situations in which the calls are to be transferred to relevant departments multiple times. The results are dual-sided – customers will most likely get delayed responses while the agents face productivity issues when at work.

CTI integration to call center software is one possible solution that can help route incoming calls to different lines based on product types, departments, or extent of support needed. As a result, the customers can get in touch with the right agent directly by selecting a suitable keypress option and asking for help.

Using CTI technology, you can also exercise control over the transfer of calls to a specific agent within a department. This way, you can achieve faster resolution of customer queries and in turn, higher customer satisfaction. In cases where a customer selects the wrong option, IVR flow will provide them the option to go back and select the right number.

2. Enhanced Collaboration Between Teams

As per a research, 33% of customers feel most frustrated when they have to repeat themselves to multiple representatives. 

Put yourself in the customer’s shoes and you will realise that it is annoying to repeat your query related to a product or service to multiple agents. This generally happens when the interacting agents are unable to resolve their problem, do not have the option to transfer the same call to a domain expert, or add more people on the call as required.

CTI solutions help overcome such challenges by allowing the agents to loop multiple team members on a call if necessary to ensure a satisfactory resolution to the customer. On the business side, it also creates a collaborative work environment where different agents work in harmony to deliver maximum customer satisfaction. Using the right CTI integration technology, one agent can also leave notes for other agents to take the conversation forward.

3. Better Caller Experience

Answer this simple question –

What will be the result of greeting a caller/customer as per their location and referring to the recent purchases for queries if any?

Most likely, the customer will like such personalized support and does not feel annoyed with the response received. If this is something you want for your contact center to earn loyal customers, you need CTI solutions.

Through CTI integrations, your team will have detailed information about each customer they deal with, including his/her call records, and prior concerns if any. For example, the agents can greet customers with their names while having their personal details right in front of them.

Besides this, your team can address their previous concerns without waiting for the customers to follow up. The ultimate result will be a satisfied customer base, higher referrals, and higher sales. CTI can give you the much-needed competitive advantage and effective utilization of internal resources.

Read More: What is Cloud Computing? Usage and Benefits

4. Easy Call Handling

One of the reasons behind unsatisfied support service delivery is the complexities that the agents face to juggle between computer and telephone systems while dealing with the consumers. CTI can help them overcome hurdles that they face.

Agents will no longer need to balance the work between contact center software and the connected telephone system. They can access the required information on their computers and manage call controls with the click of a button on the screen. Besides this, they will have control over different functionalities like answering calls, hanging up, transferring them to an agent, etc. at their convenience.

CTI technology also helps create automated responses for frequently asked questions, thus reducing call traffic and allowing the agents to focus more on queries that require human interaction.

5. Easy to Monitor Agents’ Performance

With a CTI call center management system, you get access to the right tools like live call monitoring or call recording to monitor the performance of different agents. It also allows you to highlight instances during customer interactions where an agent could have performed better. Based on the tracking information, you can provide the required training to the agents to help them improve their skills.

“Alone, we can do so little; together we can do so much.” – Hellen Keller

This popular quote underlines the importance of individual growth of team members to grow business. Running contact center operations involves various complex tasks, one of which is to dive deep into understanding the performance of the hired agents.

This will not only help boost the team’s performance but also strengthen their ability to deal with customers.

The Bottom Line

Various benefits of CTI solutions will help increase productivity and customer satisfaction. Consolidating all the customer-related information into one platform allows your team to get a thorough understanding of the caller and hence, provide full support to build a loyal customer base.

Integrate Ameyo with Leading CRM and Helpdesk Systems

At Ameyo, we help our clients integrate their preferred CRM with contact center software. We also offer ready-made integrations for all major helpdesk and ticketing systems. With our robust CTI integration, you can enable your agents to drive the right conversations with the customers or prospects. For more details, visit our official website.