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Steps to Setup a Successful Virtual Call Center for Remote Agents

The onset of the COVID-19 pandemic has profoundly impacted our lives, teaching us many timely lessons while offering us a glimpse into the future. As most of the civilized world experiences frequent lockdowns and is forced to isolate itself, organizations are forced to rethink their user engagement strategy and come up with new ways of connecting to prospects. 

There is also a huge surge in customer service call volumes currently, forcing businesses to formulate new strategies to deal with them. Many organizations are also discovering the advantages of letting their employees work remotely and are looking to find a way to empower them through technology.

 Thus many of these businesses are considering setting up a virtual call center to address customer issues and ensure better communication throughout. Over 46% of sales firms made a shift to an indoor sales model to accommodate customer needs while prioritizing employee safety.

 Call centers are a viable alternative for companies to keep customers happy while ensuring business growth owing to benefits such as ease of set-up, improved efficiency, and cost-effectiveness. However, even with a good call center management system at hand, there are several steps needed to set up a well-functioning virtual call center for your business.

Right Steps for Switching to Virtual Call Center:

Switch to virtual call center

Ensure Data Security and compliance

The first and foremost thing you need to take care of while shifting to a virtual environment is data security and adherence to compliance policies. This helps in eliminating the risk of data theft or breach, which can happen during remote working. 

Setting up a corporate VPN can be a great start towards security as it helps you monitor employees remotely and ensure that your resources are engaged in line with your requirements responsibly. The system should also record all the data on the cloud, preventing call center agents from taking screenshots or recording calls while working. Dealing with sensitive customer data remotely can be tricky, and as a service provider, it is your responsibility to ensure that it is safe at all times.

Providing the right infrastructure

Before providing your agents with the required infrastructure, you must understand their nature of work and the responsibility entrusted toon them. Accordingly, agents must be provided with all the tools and facilities needed to provide the right kind of service to customers. Therefore, agents would either need a smartphone or a laptop, depending upon the process being followed and a stable internet connection. Moreover, the system in use must be capable of running on low internet bandwidth to ensure that agents are connected to the system at all times. 

For inbound calls, make sure that you have a smart routing algorithm that routes incoming calls through Smart IVR to your virtual agents. The automatic call distribution feature must map calls to the correct agents according to their role and skillset for outbound calls that use a virtual dialer.

360 Degree Monitoring for Managers

Once you have successfully set up your virtual call center, you must ensure that the company’s business and operational heads have a central view of all the remote contact center operations. These operations include office and remote work and agent activities across each campaign through an interface. 
Supervisors and Managers must be able to track and monitor the following activities at all times:

  • Managers/Supervisors must be able to monitor live calls and provide assistance to agents on call to ensure greater customer satisfaction 
  • They must be able to analyze the real-time call flow in each campaign and have the ability to shift the remote agents to different call queues to ensure higher productivity and proper resource allocation
  • Managers/Supervisors should also be able to pull up reports to analyze call quality and rate agents on their performance
  • They must also be able to monitor various parameters in remote devices using Application Infrastructure Management tools to ensure that the process moves ahead smoothly

CRM Integrations for accessing customers’ information:

To deliver customer service virtually, agents would also need to access their data remotely. They need to have access to the previous interactions, the product or package availed by customers, and their complete profile to better understand their requirements and provide them with the assistance required. Thus using your CRM software, you will need to ensure that all customer details pop up automatically on your agent’s screen when they are speaking with customers.

Customer experience would be hugely impacted if agents have to painstakingly retrieve information from various sources while on a call. Hence, you must have a system that helps agents increase their efficiency and provides them with the necessary data to solve customers’ problems. The system must not only provide them with the context for the customer call received/dialed, but agents must also be able to log current conversations in the system. Agents must also be able to virtually transfer calls to superiors with the necessary information for better issue resolution.

Including Digital Channels for Better Customer Engagement

Engaging with customers remotely can be tedious if you rely on a single channel for communication. Moreover, customers prefer brands that engage with them through the communication channels of their choice. Mediums like web chat, social media, and Whatsapp have shown huge adoption rates among customers, especially in today’s contactless world where consumers seek instant support from service providers. 

Including digital channels not only improves customer satisfaction rates but also helps in the First Contact Resolution of consumer issues. Moreover, it reduces the burden of agents if bot agents can take away some of their tasks.

Setting up a virtual call center initially appears to be a daunting task. However, once everything is in place, and you have total virtual control over the processes and operations, you can offer great customer service to your clients far more economically. You can also get hold of a virtual call center management software that suits your organization’s needs, providing the necessary support and flexibility to your agents.

Author-Bio

Asmita Mhaiskar is an SEO Executive at ControlHippo with vast experience in the SaaS management platforms. During her Spare time, she likes to read about trending SaaS tools or binge-watching Netflix.

Customer Experience Management: What Is It & Why It Matters

Achieving the expected customer satisfaction is the central tenet of the contact center of any organization. Customer communication is more about customer needs than the organization’s goal of selling its product. 

So naturally, understanding customer feedback and listening to their “voices” are integral to the success of any contact center. 

The process which allows the organizations to capture these customer interactions based on real-time feedback and customer connection is known as customer experience management. 

The central idea here is to understand what the customers expect from the organization rather than second-guessing their experience while interacting with your product.

This blog will explain everything you need to know about customer experience management and why organizations need to maintain it. So without waiting further, let’s delve into it.

Customer Experience Management: Understanding The Basics

Customer experience with any organization offers a vast opportunity to develop a close emotional bonding with them. 

In addition, it improves their brand perception and loyalty and can improve brand advocacy in the longer run. 

Therefore, building a commitment toward the customers by adhering to their expectations is an excellent strategy for brands to sustain their revenue generation.

Subsequently, delivering a genuinely effective Customer Experience Management process begins at the top of the management. 

The management should be wary of customer inquiries and strategize their contact center operations accordingly. Having the top management in the loop helps break the silos often present between departments.

Further, the top leadership must understand how contact center operations can be intertwined with the marketing, sales, and customer success team. 

It provides an immense boost to the overall brand alignment and resource distribution operations. Additionally, delivering clear solutions through cross-functional inputs helps the organization improve customer interactions and enhances the core offering of the brand value.

The Value of Customer Experience Management

The experience customers have while associating with a brand is based on the perception and impacts the sales volume. 

The quality of the experience management can determine this volume, and brands must stay updated on the expectations. The primary benefits of maintaining a positive customer experience are:

Lowers lifecycle cost of customers: Brands in today’s world have accepted that acquiring a customer is much costlier than retaining the existing ones. 

However, research shows that a 5% improvement in retention can increase a brand’s profits by almost 25%. Such a profit is repeated conversions by existing customers, reducing the acquisition cost cycle. 

Further, a satisfied customer does not need more convincing since they are already happy with the brand offerings.

Improved Operational Efficiency:

Listening to customers and allowing them to provide feedback helps brands understand the bottlenecks in their processes and improve upon them. 

It also helps understand the customer journeys and offers the opportunity to sustain or refine them as required.

Enhances Contact Center Employees’ Morale:

A sustainable feedback collection method improves the contact center’s agents’ morale by self-evaluating their role in enhancing the customer experience. 

A happy employee keeps the customers engaged and can solve their issues more readily, resulting in a sustainable improvement curve.

Improves Brand Loyalty And Advocacy:

A satisfied customer is the brand’s best ambassador. A smooth customer experience can improve customer loyalty to quite some degree and make them loyal to the brand. 

They, in turn, can provide feedback and endorsements, which often act as a stronger motivator for further acquisition and conversion.   

Gather Information About Competitors 

Customers convert when they realize that they can get more out of your products than your competitors. However, they research well before making the buying decision. 

Nurtured well, customer experience can be a great way of collecting information about the competitor’s activities and offering.

How To Improve Customer Experience Management

Based on the customer expectations and the assessment of their requirements, the following are some of the best strategies to improve customer experience. 

Segmentation And Customer Analysis:

Understanding the customers and their needs, challenges while converting, and expectations from your products and services are the first step towards audience analysis. 

Once this information is collected, it can be used for segmenting the customers according to the attributions. This is necessary to create accurate responses based on their personas during customer interactions.

Journey Mapping For Customers:

Once the customers are segmented, understanding their user journey until the conversion and beyond is vital to recognizing customer experience. 

Since every customer has a different persona, their journey and challenges would differ. Understanding each step during this phase can help brands remove the hurdles in the path of conversions and reduce churn. 

Evaluating Customer Expectations:

Once a customer interacts with your brand, they expect a unique experience through their association. 

This develops the brand perception and helps the brands streamline the offering and communication more efficiently. Offering an unforgettable experience is the key here, resulting in improved brand loyalty and repeat conversions from the customers. 

Strategy And Action Plan:

As customer experience is a vital parameter to measure the success of brand interactions, having an emotional appeal can be helpful here. 

Brands should design their customer interactions with clear goals and objectives, generating a positive impression of the brand. The strategy should make the customers want to associate with the brand by reflecting the value it can offer. 

Assessing Touchpoints of Customer Interaction:

The inception of social media platforms and the introduction of smartphones have presented the contact center managers with a unique opportunity to capture customer sentiments across touchpoints. 

However, the massive amount of data can pose some challenges too. Analyzing the proper KPIs regarding customers’ persona based on the touchpoints can help brands offer a seamless experience across channels and platforms. 

Combined with the right kind of customer interaction, the brand can deliver its value according to customer preferences, improve brand loyalty, and enhance the overall customer experience. 

Track, Measure and Analyze:

While operations and delivery remain at the forefront of any contact center operations, tracking and measuring customer contact parameters is vital. 

Customer satisfaction can be tracked via reviews, anonymous polls, testimonials, and customer feedback. These approaches help a brand understand whether it delivers according to the customers’ expectations and preferences. 

Also read – Customer Service Statistics to Watch Out For in 2022

Wrapping Up

Customers have a very brief attention span towards a single brand today because of the competition in the market. 

Therefore, a seamless customer experience management strategy can help you mitigate the risk of losing them to competitors. 

Further, understanding what the customers need and delivering accordingly is the most succinct way a brand can improve its revenue generation and justifies its ROIs. 

For more details on how to deliver a seamless customer experience across channels, you can write to us at info@ameyo.com.

Top Reasons To Invest In A Video Call Center In 2022 

The year 2020 introduced the need to collaborate amongst ourselves in the AV format. As opposed to a traditional call, video calls have their benefits and requirements, but video calls and conferences are gaining much traction in the market. 

According to Global Market Insights, the video conferencing market size exceeded USD 15 billion in 2020 and is projected to expand at around 23% CAGR from 2021 to 2027.

Customers emphasize accessibility and usability during a customer support call in today’s digital world. However, telephones are limited in providing additional accessibility options. Hence, customer-focused enterprises are looking for technologies to help customers when they need them the most. 

Furthermore, the increased penetration of smart mobile devices has further accelerated the development of accessibility options for customers. 

In addition, the existing telephone lines could elevate the customer experience with options such as IVR, auto-dialling, scheduling calls, and reconnecting in the event of a call drop. 

Smartphones bring a completely new setup available at the customers’ disposal. The camera can be used to take pictures of a delivery or record the issue with the sound if any electronic product malfunctions. However, there can be multiple scenarios where a real-time video chat can help the customers resolve the issue.  

What is a video call center?

A video-enabled contact center can replicate the in-person interaction with live video communication, building meaningful connections with the customer. 

Today, most social media messaging platforms (such as Facebook, WhatsApp, WeChat, and Instagram) offer a video chat choice to connect with your contacts through a live video chat. 

Similarly, a video chat-enabled contact center allows your customers to interact with the customer support agents in real-time directly. 

Benefits of Video Call Centers:

video call center

Video call is no more a party trick to impress customers. On the contrary, it benefits all stakeholders: contact centres, customers, and brands. We have listed a few benefits of video chat enabled contact centres:

Personalized Experience for your customers:

Video chat is a one-on-one communication channel that is in real-time. The next best thing would be to have the agent meet the customer in person. 

However, since logistical, economic, and practical factors cannot allow an agent to meet with the customer in person, video chat is the closest to a personalized experience. 

According to a study by McKinsey, hyper-personalization affects customers’ shopping behaviour profoundly. It is not mandatory to have all your agents work on video-enabled communication channels.

Based on the agents’ ability to handle a disgruntled customer, the call or request can be transferred to a video chat for a personalized approach to solving customer issues.

Increased opportunity for Up-selling and Cross-selling:

A simple telephonic conversation often revolves around the customers’ complaints or issues. Therefore, there is not much scope for an upsell. 

However, customers’ attention is more focused during a video chat. Since the sense of sight is also involved, agents can use this opportunity to upsell. 

They can also keep the products handy and perform a quick demonstration if necessary. The effect of visual appeal increases the conversation rates and gives a chance to increase revenue for the brands.

Another feature called Video-on-hold can show a promotional video to the customer while waiting for the agent to come back online.

Reduced Operating Costs:

Video calls and conferences have already discounted travel costs of a company by almost 30%

In many industries, the customer service agent often assigns a field agent who will travel to the customer’s place (home, shop, factory, clinic, showroom). 

Video call centers will change the entire process:

  1. The customer dials the number to connect with the agent.
  2. The agent attends the call and finds the field agent who can help resolve the issue.
  3. Instead of travelling, the field agent directly looks at the customer’s situation through video chat and performs basic troubleshooting.

This scenario can rectify issues that do not require the physical presence of a field agent. An example would be in the home electronics durable industry. 

For example, the customer calls the agent because the electronic item has gone into child lock. The child lock can be disabled, but it’s not made very user-friendly by design. 

A video chat can serve 2 objectives in this case. First, the agent can confirm the age of the user. Second, the agent can help the user in opening the child lock.

Improved Call center metrics:

Better FCR (first call resolution) and AHT (average handling times) metrics are observed when video call centers work in tandem with traditional call-based operations. 

Sometimes people cannot articulate their point of view and ultimately lose the chain of thought. Since it becomes tremendously easier to explain a situation or problem in a video chat, the metrics such as FCR and AHT are reduced by a huge amount. 

The customer can show the issue they are facing, and even if there is a language barrier, the agent would be able to figure out the challenge faced by the customer in most cases.

Brand Recall and Professionalism

Every customer wants to know more about the brands they are interacting with. The millennials even want to know how sustainable these brands are and go to lengths to ensure that they buy products that are not harming the environment. 

A video chat gives a glimpse of the brand to the end consumer. In the backdrop of a well-lit and clean room, a well-dressed professional can represent a good image of your brand in front of the customer. 

Meticulous use of logos and product placements during a video call increases the brand recall in the minds of your customers. 

The call center managers can quantify it as you would know the number of impressions your brand will have during the entire customer lifecycle.

While a video call center has considerable benefits, it also needs strategic thinking to ensure it doesn’t harm the brand. So before embedding a video chat in your contact centers, you should take a few precautions:

  • Video chat will expose your call center facility in front of the customers. If your facility cannot elicit a professional image, it would be wise to hold your plans of including video chat until the facility goes for a makeover.
  • The traditional agents used to communicate with customers through calls or digital channels such as social media, emails, and messages. They would need added training to be in front of the customers. This will require an added budget for training.
  • Due to the undivided attention that your agents have during a video chat. It is not suitable for heavy call volume industries but a few industries, such as healthcare, benefit from the undivided attention.

Conclusion:

According to McKinsey & Co., telehealth (video-enabled) utilization has increased 38 times since the pandemic. Video call centers will reap the benefits of the modern-day tech stack with AI, bots, and 5G rollouts and will become ubiquitous soon. 

As a result, organisations must look at ways to incorporate video call centers at the earliest. Brands must carefully study their customer needs and see if there is a fit for video call centers

One way to mitigate the risks is to start small. Dedicate a small number of agents for video chats and set up an automatic routing mechanism to direct customer calls that will receive help from a video interaction. 

The video chat has more pros than cons and can bring drastic changes in metrics such as FCR, AHT, NPS scores, Customer satisfaction CSAT and agent productivity.

Leveraging The Benefits Of Cloud Communication For Business Growth

Cloud communication is a technique that allows companies to establish a point of customer contact over the internet instead of using a connection over a telephone network. 

Cloud communication leverages cloud-hosted technologies, tools, and platforms to strategize customer contact, including hosting conversations, sending messages, and arranging video conferences. 

Cloud communication dissipates the need of installing any hardware or having a physical network to operate a customer support center. It offers more opportunities, improves scalability, and creates diversity in your customer communication strategy. 

The latest upgrades and advancements mean cloud communication is no longer a telephone line used by customers to reach you. Instead, it is now an essential part of brand building that can quickly deploy the required resources and manage the entire brand communication system.

Appropriately implemented, cloud technologies can improve customer experience, manage customer relationship agents better, and improve operational efficiency. 

Benefits of cloud communication

Cloud communications platforms are rising in popularity due to their advantages in managing customer service operations efficiently. Some of the benefits of using a cloud communication strategy are:

More Adaptable: 

A cloud communication system provides more freedom to the operating staff. A cloud solution can be accessed using any device connected to the internet and removes the location constraints. 

It implies that a cloud network allows your team to be more flexible and can use it from remote locations. 

In light of the recent events of the global pandemic, remote working capability has become one of the significant areas of concern for companies, and a cloud communication network can help navigate such issues if they occur in the future. 

Since the data flow in real-time, you can also avoid delays in contact center operations by keeping the workforce updated. 

Unlimited scalability: 

Since the cloud communication system works via an ever-connected internet system, it helps you reduce the hardware downtimes, which is so familiar with physical contact centers. 

Further, the traditional methods were more equipment-dependent. The contemporary solution in cloud communications allows the administrators to include multiple connections. 

Contact center operations also depend on seasonal peaks at times, and having a seamless option to scale the process using virtual numbers can help businesses handle multiple calls at ease. In addition, this helps enhance the customer experience since they don’t have to be kept on hold for long. 

Improve security: 

Call centers are often susceptible to security risks, and keeping aware of them is essential for companies to avoid the potential loss of data or reputation. 

Cloud networks rely on several security protocols to prevent issues like phishing, fraud, call interceptions, spoofing, and other security issues with convenience. 

These are far safer options than physical restrictions or traditional security protocols. Further, the cloud networks consist of encrypted servers and network security that allows you to keep your conversations and customer data safe. 

Multiple layers of encryption like two-factor authentication and digital identifications can also add extra protection layers. 

Builds trust and reliability: 

When customers contact a business, they expect a prompt response. This helps improve customer expectations and experience, which often translates into more conversions and upsells. 

A reliable customer contact center also enhances customer loyalty and builds trust. Moving your communication system to the cloud can help you improve your service quality and call center availability using a Service Level Agreement (SLA) with the service providers. 

Cloud communications platforms also enhance the tech-adoption rate that ensures continuity, improves data security, and makes customer connectivity failsafe. 

Pricing: 

The cost of running a contact center can be massive. Larger organizations can afford more agents and are better equipped to carry out their operations. 

However, having a budget matching their contact center operational aspirations can be difficult for smaller organizations. 

Cloud communication solves the issue by enabling cost cut-downs under multiple aspects such as workforce requirements, round-the-clock availability of agents, and the cost of maintaining expensive equipment. 

Cloud communications platforms let these organizations pay only for the opted services and remain relevant to their customers. 

AI and ML automation: 

When customers connect with your contact center, they want a quick response and resolution to their issues. A cloud-based communication center allows you to leverage the potential of artificial intelligence and machine learning here. 

It enables the integration of other technologies such as automated response systems or chatbots that can converse with the customers based on their historical online data. 

These technologies rely on customer data and use them to form more relevant human-like conversations with them. This, in turn, helps companies scale customer center operations faster. 

It also reduces the human dependencies of the contact center, therefore, reducing human errors or wait time for the customers. 

Moreover, AI bots are devoid of any emotions. This helps manage customers with behavioural issues better by further escalations or automatically initiating an action according to the set protocols. 

Multichannel integration: 

Today, customers are active across online touchpoints, including social media channels, websites, connected TVs, etc. 

A cloud-based communication strategy undertakes all these touchpoints into consideration while interacting with them. 

It also understands the customer behaviour and activities across these platforms and devices and can initiate communication based on their interest and preferences. 

Consequently, it solves the customers’ queries with relevance to the customers’ persona if they arise at any point in time. 

Manage Workflows: 

Since cloud communication platform consolidates the call center activities under one dashboard, it provides the managers and team leads with complete visibility of the operations. 

It also helps them empower their teams to upskill themselves by reducing the usual stress levels at the call center.

Conclusion

Despite the initial hesitance of some enterprises to get on board with cloud communication systems, this technology is regarded as the future of contact center operations. 
It provides an opportunity to include the innovations in the tech space and speeds up processes with unmatched agility. If you are looking for more details on cloud communications, get in touch with us.

How can a Chatbot be Useful in the Real Estate Industry?

Chatbots have been around for a long time, nearly 68 years. During this time, they have got considerably smarter and reached almost every aspect of our society. We are communicating with them right from Skype, mobile to Facebook Messenger. Thus, they are not behind when it’s real estate chatbots. On the contrary, they have brought a revolution by making long variable forms into an enjoyable experience and have tremendously changed the way we purchase, rent or sell estates.

A real estate chatbot lets potential clients browse through the list of properties and answer the questions depending on preferences for relevant references on properties.

Though it is quite hard to tell how much chatbots have benefitted a specific industry. As per a survey, real estate is counted as the top industry benefiting from chatbots. This is because chatbots provide instant response 24/7, provide customized conversation to customers, fix and update appointments for estate view, and automate the follow-up process.

AI Chatbot Meet Real Estate Industry

In the process of development, AI chatbots play a vital role. The influence of chatbots is one of the changes that AI has brought. AI has evolved industries on a huge level. These days most companies are leveraging artificial intelligence to develop the most suitable solution. AI chatbots and real estate industries have realized that AI chatbots provide solutions and offer long-desired options.

Here are some of the roles AI chatbots play in the real estate industry.

1. Lead Qualifying

A customer’s interest in a particular site can be triggered if he gets an instant response to their queries. As a result, they will be more inclined toward that website, and there will be more chances of a customer returning to it. The best thing about chatbots is that they offer convenience, speedy and efficient response that leads prospective clients to land on your website.

2. Retrieval of Information Discovery

Humans previously did the retrieval of information, and it was time-consuming. To provide customers with the best deals, it is necessary to scrutinize customer information. The user’s overall experience can be negatively affected due to the long wait time because of implementing filters, searches, etc.

At a much faster pace, AI chatbots can offer huge volumes of information and solutions. In today’s scenarios, customers wish to get results fast and conveniently. AI chatbots are efficient enough to quickly provide precise and expected solutions to clients.

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

Few Use Cases of Chatbots in Real Estates

Here are the top use cases of a chatbot in real estate:

1. Generate Leads from Digital Users

When a user opens a real estate website, a chatbot opens up. The Real estate chatbots start a communication with the prospective online buyer and ask them whether they are looking for buying, selling, or any other related information. In addition, Chatbots can reach out to customers via email or text about their promotions on properties and campaigns on rental homes.

2. Customer Profile Building

Chatbots can ask users for information to have an idea of preferences in terms of

  • Area, city, and the town where they live and what are their top preference to buy a property
  • Budget of the prospective buyers for enlisting their properties and whether they prefer to rent, buy or lease?
  • Choice of properties like apartments, houses, or condos.

Chatbot gathers this information from prospective buyers to create a profile for each user and give them personalized property options and listings.

3. Answer property-related Questions

While searching for a property, prospective buyers might have some doubts or questions about various aspects, and chatbots answer them. Chatbots have access to the agency’s database, answering the buyer’s queries regarding agency, working hours, available locations, etc.

4. Automate your Follow-up Process

Chatbots follow up with the customers after their first interaction via whatever social media the leads are on, like email or text message. Sometimes the chatbot helps the leads to talk with the realtor directly.

Texting people after initial contact leads to a higher level of engagement; for example, it has been proven that engagement can be increased by 113% due to follow-up texts.

Read More: AI-Based Chatbots: Can They Improve Customer Loyalty And Provide A Better Experience?

5. Schedule Property List

Chatbots can schedule property walkthroughs with a live agent for prospective buyers. The chatbot can go through the realtor’s calendar and provide them with available dates and slots for them to choose from. Once they choose a date, Leads or customers can book their schedules for viewing the properties or meet the realtor through a chatbot.

6. 360-degree Virtual Tours

When the prospect is too busy to have a property tour before buying properties, chatbots provide them with 360-degree virtual tours to give them an idea about exterior and interior design and the property’s location.

7. Check for Mortgage Options

Users can collect information about whether they are qualified for a mortgage, seek tips to qualify, and apply for the mortgage through the chatbot.

8. Collect Reviews

After purchasing a property or signing a rental contract, the chatbot can collect reviews from the prospects via emails by requesting them to fill up the survey sent by it or via text to have a conversation and understand their overall experience.

Key Benefits of Chatbots in the Real Estate Industry

Chatbots are quite technically sound and provide more advantages for customers.

1. 24*7 Availability

Customers do not need to wait in line to get a call with customer service personnel nowadays because a chatbot is available all around the clock to attend to a lead and can handle many leads at a single time.

2. Instant Response

The chatbot can deal with thousands of customers instantly and simultaneously and improve the average response time.

3. Omni-channel

This AI chatbot comes with omnichannel messaging support features that benefit the customer to communicate with a business through various channels such as Facebook and the website.

4. Multilingual

The chatbots have options of languages for different customers. Therefore, every user can communicate and get answers to their queries irrespective of their language.

5. Order without Mundane Help

Customers can book properties or make transactions with the help of a chatbot without any real human help.

6. Easy to Use and User-specific

Every lead is looking for a different apartment or property type. Chatbot helps welcome the customers or leads and provide them with what they need by asking a series of questions and offering relevant information through interaction which keeps the customers engaged.

7. Provides Better Engagement

Customers can engage in real-time compared to the traditional question-answer form to be filled with information. This old method is lengthy and tedious, and you can get no result. But the chatbots in real estate respond to the queries and collect information about the lead simultaneously.

AI Chatbot: Benefits for Companies

Chatbot

1. Cost Savings

The chatbots replace the cost of hiring the employee for handling more and more complex queries. The implementation of the chatbot can cause an initial investment cost, but it shall give profit without any further expense in the long run.

2. Increased Sales

It is proven that chatbots have enhanced the company’s sales by 67%. The reason behind it is that chatbot is a platform with pre-programmed software which is proficient in attracting customers, thus increasing sales. Also, it works 24/7 and has a faster response rate.

Statistically proven, the chatbots have increased their company’s sales by 67%. The reasons are it is a platform with pre-programmed software which can bring many customers and expand the company’s sales. The other reason is it can function24*7 and has a fast response rate.

3. Faster Internal Process

Chatbots can improve communication and the process within the company. For example, when a prospective buyer asks the chatbot and gets an answer promptly without any delay without contacting various departments.

4. Reaching Out to New Customers

The chatbots help bring new customers every day while maintaining existing ones by follow-ups and constantly being available.

5. Gaining a Deeper Understanding of Customers

Customers get the chance to talk to your business directly. The chatbot provides detailed information about customers to the business agents to improve their business and understand new trends in the market.

Conclusion

Artificial intelligence and machine learning have advanced a lot with time, resulting in the latest and most advanced application of conversational AI. These days Chatbots are benefiting real estate industries a lot. When a customer is looking for some specific property, AI chatbots can search through several data and recommend the right property suggestion to the customers.

Chatbots linked to the property database can extract properties in no time per the client’s requirement. Chatbots are helping the real estate industry make work easier for agents. Thus, the AI chatbots can also follow up with the customers through email or SMS and provide them with further details. So, the conclusion is to take your real estate business to the next level; you should go for AI chatbots.

3 Ways To Accelerate Your Digital Transformation Process

Research from the Boston Consulting Group shows that while most businesses want to scale successful digital transformations, only 35% of these businesses worldwide do. They have accelerated their digital transformation achievements by putting humans, which includes customers and employees, at the centre of their growth strategy. Then, technology is deployed at speed to make it easier to exceed expectations and deliver value.

Finally, companies who have completed the initial digital transformation phase can leverage these skills to innovate better and faster to reshape industries and beat their competition. So, here are three ways to become a winner rather than a laggard when advancing your digital transformation efforts.

1. Deploy Cloud Technology to Harness the Value of Real-Time Data

To quickly adapt to evolving customer needs and behaviors, your company can accelerate your transformation process by utilizing cloud computing to gather and analyze various data sources on one online business platform. For instance, to continually improve the online shopping experience, you can collect data from multiple touchpoints along the customer journey, such as their previous purchases, items that received the most clicks, or their browsing patterns.

Then the agility and flexibility of the cloud can enable businesses to move at the required speed for customers or markets as a representative from each business unit is taught about the value of gathering data insights in this single data source. Over time, this data is updated in real-time so as to create a rich, personalized view of the customer.

Using Google Cloud’s Big Query data warehousing and analytics tool, furniture store Crate & Barrel was able to turn more than ten internal information sources into insights that it could use to shape the customer’s next interaction.

For instance, by using this tool to analyze omnichannel data about their customers’ buying habits, they were able to shift from direct mail to digital advertising, which allowed them to improve the view of their customers at critical moments.

2. Use a People-First Mindset To Drive Technology Adoption

While digital transformation does benefit from an upgrade in technology, these types of investments will only lead to success at an organization if it trains its people to get the most out of these tools. Fortunately, Wyndham Hotels & Resorts did not find the concept of putting its people first before technology once the pandemic began, as it prioritised its talent, culture and teams before any other goal.

Instead, as it has started building a community of trust with its people, people were encouraged to adopt digital tools to continue working together and communicating remotely. It continued to ensure that people did their best work through its Affinity Business Groups (ABGs) which supported underrepresented groups through mentoring and pay equity practices so that all employees could feel valued.

Moreover, it also began conversations with the heads of their franchises once Covid-19 started. This practice was so that it could understand what each part of its business needed to thrive in uncertainty. These people-centric conversations led to the development and usage of its mobile app and touchless payment solutions for business customers.

As a result, Wyndham used technology to improve the employee experience and informed them about it before adoption. Similarly, DBS Bank in Singapore also built a natural language processing (NLP) model to capture negative qualitative sentiment from employee surveys so that it could monitor any problems and create a better working environment when working remotely.

3. All Business Units Must Own Innovation Efforts, Not Just Your Leaders At The Top

Once you have completed the initial phase of transformation, upping the ante on this process requires a focused innovation strategy to be owned and coordinated by all parts of the business. Before adopting a strategic innovation strategy that all business units had a hand in shaping, Société Générale (SocGen) ran too many innovation projects with no direction or cohesion.

By working with various digital transformation experts, it cut down its 116 live innovation projects into five main strategic areas. As the bank’s 25 business and service units now had a smaller, more strategic pool of innovative goals to focus on, it was easier for them to work together on these priorities rather than in siloes.

First, the focus of each of the five core areas was defined and signed off by the board. These areas of innovation included banking-as-a-service, personalized financial advisory services for professionals and SMEs, and data-driven lending.

Next, one person in each of the bank’s 25 units was picked to act as an advisor to the head of the business unit. In this way, SocGen’s digital-based innovation strategy allowed it to compete with fintech businesses. All business units were working as a cohort to fund the distribution of innovative services, which allowed differentiation in the market.

For instance, SocGen now has more than 200 partnerships with startups to improve its commercial viability and has created eight of its fintech businesses through an intrapreneurship programme, including Kwiper, a software-as-a-service (SaaS) wealth management solution for professionals.

Expedite your digital transformation process by using your people to drive its success. Don’t get caught up in the novelty of technological solutions. Educate your talent on the purpose and benefits of any digital investment before implementation.

Then, continue to monitor this change so you can co-create this transformation together with every part of your business. Involving your people at every start of the process so that they can make a difference in your customers’ lives will be the change you need to accelerate your transformation process and turn you into a winner.

Author Bio:

Efrat Vulfsons is the CEO & Co-Founder of PR Soprano and a data-driven marketing enthusiast, parallel to her soprano opera singing career. Efrat holds a B.F.A from the Jerusalem Music Academy in Opera Performance.
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How can AI Chatbots Help Acquire Customers?

We live in a time where our attention span has surprisingly shrunk down. And it is also understandable when we look at the amount of information and entertainment available there. However, this poses a big challenge for businesses to attract new customers. Commerce thrives on the consumer’s attention; more attention over a product will be the chances of acquiring customers.

Brands and companies need to be sleek and savvy to ace this race. You can’t have the age-old marketing campaign ideas to acquire the consumers of today, who will prefer text over call any time of the day. Most customers (potential or existing) would prefer the same while interacting with a business.

Well, who has the time or patience to get on a call and put a query for a product? As per reports, 50 out of 100 people would rather shoot a text to a business and hope for a swift reply.

Think AI-Powered Chatbots, and you have the perfect solution to the problem. They are efficient, engaging, and intelligent. AI is present in almost all the major tech and legacy industries and provides tons of value to them. Many industry-leading customer support, marketing, and sales teams are also taking the benefit of Conversational AI to put their processes in top gear and acquire more customers by putting people down the sales funnel faster.

What are Conversational AI Bots?

Conversational AI bots or AI-Powered chatbots are automated technologies that enable messaging applications to conduct human-like conversations between the program and humans. Or simply, it is Artificial intelligence sitting behind a messaging app in a chat support window. This program can run on its own after own with little intervention by a human handler.

This technology is so good at what it does that 35 percent of consumers want more businesses to use chatbots to make their strategies and processes more robust.

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

Key Benefits of AI Chatbots to Customers

What makes AI-powered chatbots an excellent business tool? There are many features in AI chatbots that allow a business to serve its users or potential users in a far superior way than a brand doing it without chatbots.

AI Chatbots

1. 24*7 Availability

The 24×7 availability of AI-powered chatbots surpasses any other method of brand communication. Companies don’t need a barrage of full-time agents with chatbots to help out customers. They can reach out to the brand anytime and have a fast, relevant, and human-like conversation.

2. Superfast Response

Chatbots respond to queries immediately. So, the problem of delayed response gets eliminated, and the customer experience gets enhanced manifolds.

3. Personalization

With Natural Language Processing, AI-powered chatbots can give personalized responses to customers. It takes care of the context and makes the conversation unique for the user. Uniquely created content allows customers to take beneficial steps for the brand.

4. Omni-channel Communication

AI chatbots come with omnichannel chat support, which allows a brand and its customers to have consistent communication across several channels. This is very convenient for the customer as they can reach out to the business from the channel they use the most without taking any extra measures. This channel could be a website, Facebook page, Twitter profile, etc.

5. Multilingual

The language barrier can hamper business possibilities and keep people away from valuable products and services. AI-powered chatbots remove this barrier without needing a support team with language specialization. Not only can businesses enter new territories, but users also get the chance to communicate in a comfortable language.

AI Chatbot: Redefining the Customer Acquisition Process

Chatbots are a gamechanger for the business world on so many levels. But how is it changing customer acquisition for good? AI-Powered chatbots touch upon multiple parameters that let a business succeed in its customer acquisition pursuits.

1. Enhancing Engagement and Boosting Awareness

The disposal of user data allows chatbots to lead interactive and unique conversations. Couple it with instantaneous and consistent responses, and you will get more engaged customers who are willing to spend more time on your website or application. This increased engagement works quite well to spread awareness about a product or ignite interest amongst your visitors.

NLP capabilities of chatbots allow businesses to keep conversations with customers casual while dishing out offers and relevant content to them in between. The same process is very time and cost-intensive when done without AI-Powered chatbots.

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

2. Fast Track Decision Making

AI chatbots can process data at a much faster rate. This processing of user data and past consumer behaviour allows the chatbot to develop relevant questions and suggestions for the visitor that can put the decision-making process on the fast track.

Chatbots also do the lead qualifying job, and with superior data processing ability, the quality of leads shortlisted through customer or visitor chats is much higher. Hence, conversational AI is not just interactive chat support but a robust sales tool.

3. High Customer Retention

When we talk about acquiring customers, the discussion should focus on new leads and on retaining the old ones. What is the point of having an amazing lead magnet crippled by high customer attrition?

Customer support strategies that are built around AI chatbots tackle the issue of customer attrition quite efficiently. Instantaneous and personalized attention that is available round the clock helps businesses maintain a high customer experience score. Hence, more customers stick with the brand for future purchases as well.

4. Great Tool for Branding

It is understandable how chatbots let businesses create a great environment for customer success. Having happy customers at all sales funnel levels is important for a brand as it ensures good publicity. Seventy-four percent of customers trust good reviews to purchase a business.

AI chatbots also have their own personality at times which reflects in their style of conversation. Such chatbot implementation can become a good opportunity to use them as a brand mascot. This way, customers will find it way easier to identify good service provided by these conversational AI bots.

Read More: AI-Based Chatbots: Can They Improve Customer Loyalty And Provide A Better Experience?

4. Easier Retargeting

With all the data that AI chatbots can through various queries, conversations, and page landings it becomes quite easy to follow up on users who did convert. Whether is retargeting, reselling, or upselling the job is done way faster with the help of chatbots and in a more efficient way. Think of the time and resources required to follow up on 500 customers manually, an AI chatbot can address all these leads single-handedly with relevant and consistent suggestions to reconsider their decision.

Wrapping Up..

While the large companies are already using AI-Powered chatbots, the SME sector can massively enhance its customer acquisition strategy with the implementation of this technology. A brand can start by using a less complex chatbot program to test the waters and understand what would work best for their business.

The need and scope of AI chatbots vary across brands and industries. Having a perfect chatbot for your acquisition strategy may require some experimentation, but it will pay off handsomely once the cost of implementation and your business needs strike a balance.

Contact Center Technology Stack: The (Immediate) Transformation You Need

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

The contact center operator supplies its services to many organizations simultaneously. The outsourced functions may also include other customer service functions, such as order tracking, billing inquiries, help desk services, technical support for customers, corporate customer-relations management, and employee assistance programs. 

The contact center operators handle such a multi-threaded business with the help of many agents often performing roles in different companies. Moreover, the operation of such complex contact centers is supported by technology.

Importance of Contact Center Technology Stack

Contact center technology has come a long way since the early days of call centers. The simple, old “rodent on a rotating wheel” phone system is now a thing of the past, replaced with computer-driven centers that are more efficient and effective than ever before. 

For many businesses, these advantages make contact center technology an integral part of their operations, making it extremely important to stay up to date on the latest advancements in this field.

In 2020, we witnessed paradigm change in different avenues of our life. Social distance and increased digital adoption forced organizations to develop new business strategies to reach their consumers. In this race to get consumers’ attention, brands are now reaching customers where they are present. 

Unfortunately, the existing tech stack of the contact center cannot handle either the increased volume or the complexity of customer requests.

In 2019, the Salesforce State of Service Report suggested that 80% of modern-day customers now consider their experience or journey as important as their products. 

Furthermore, a Forrester report indicates that great experience delivering companies registered 17% CAGR against 3% CAGR for companies with poor customer experience. More reports suggest a strong correlation of the customer experience with the financial metrics such as revenue, CAGR, CLV (customer lifetime value), ROIC, etc. 

The trends suggest that customer service and engagement teams are crucial players in the customer experience journey and need all the support and investment enabling them to enhance the customer experience.

Can Tech ALONE Enhance Customer Experience?

The simple answer is no. Traditionally, technology has enabled functional teams with time to focus on their core jobs. In addition, the technology (in various forms) was used to automate everyday business workflows, better record-keeping, and operational efficiency. 

Next-gen technologies such as AI, ML, NLP, AR/VR, and more are capable of helping reduce cost and improving metrics such as revenues, wallet and market share, and steady cash flows.

Brands should focus on their CSATs and NPS scores and use Tech wherever necessary to improve these metrics. It requires a much more holistic approach to customer-centricity. The idea of customer service as a telephonic conversation between the service agent and the consumer needs to be shunned. 

The precious calls with the customers provide the purest data and feedback about your customer. Instead, contact centers should be integrated with modern-day tools such as CRM, workflow management, ERP, order management, and quality management solutions. 

This integration enables them to collect data in real-time. This data can help analyze and finetune customer preferences. In addition, the product, sales, marketing, and customer-facing teams can access real-time conversations.

For example: In a situation where a consumer is facing an issue with the product. Assume that there is a fault anti-pinch feature in the power windows of an automobile. Since this is a less examined safety feature for vehicles, many consumers will not complain simultaneously. 

But, if the marketing teams can provide real-time information about a safety hazard with the vehicle, the engineering teams can arrange for a recall before any major accident hurts the consumer and the brand’s image. Such prevention is only possible when the contact center tech stack is state of the art and integrated with other functions to perform as an expanded contact center ecosystem.

Contact centers should see their operations as a seamless omnichannel customer experience hub instead of a physical-digital patchwork.

Transformations Expected in Contact Center Technology

The contact center technology stack will be completely different in 2022, with many advances in multiple streams. These transformations are forced by the ever-changing economic, geographic, and consumer behaviour landscape.

Cloud Computing & Edge Computing

Cloud computing will replace the traditional on-premises setup of contact center solutions. The cloud-based contact centers operate at a higher efficiency level with a meager upfront cost. 

Mundane tasks such as maintenance of servers, the lifecycle of computing units, networking issues, and downtime maintenance are automatically completed by the cloud provider. 

Moreover, the cloud is coming up with new services every quarter. For example, AWS grew from a simple storage service (S3 bucket) to more than 200+ services today. These span from a basic service around storage, networking, and computing to advanced frameworks for using AI and ML models.

The industry will witness increased adoption of cloud-based contact centers. Simultaneously the advancements in Edge computing will enable the cloud contact centers to gather more data and information about their consumers.

Edge is defined as any computing power which resides away from the data center. It could be your laptop or a mobile device. Wearables such as smartwatches, computers driving autonomous cars, and IoT-based sensors transmitting telemetry data from products are one of the best examples of Edge computing today.

The contact centers need to upgrade their tech stack to include data from the edge devices. In addition, the integration channels must be kept open for future devices and data needs. Cloud-based integration platforms can make the lives of the contact center engineers easy.

Language Support: 

As the world becomes increasingly connected, businesses encounter customers from all corners of the globe. While English, Spanish, and Mandarin are the top three most spoken languages globally, there is a renewed focus on customer support in local languages. 

This is driven by the customer’s need for a more personalized experience and businesses’ understanding that customer support is a crucial touchpoint for building brand loyalty.

Providing customer support in the local language has numerous benefits. It creates a more personal touchpoint with the customer, builds trust and credibility, and can help to increase customer satisfaction and loyalty. In addition, it can also help to create a competitive advantage as not all businesses offer this level of customer service.

Machine translation has the potential to revolutionize customer support. By allowing contact centers to translate local languages into the language of their preference, they can reach a broader range of customers. 

This is not only good for business but also customer satisfaction. Google Translate, DeepL, Microsoft Translator, and AWS Translate are a few examples of services that employ Machine translation to make our lives easier. 

With this technology, contact centers can provide customer support in multiple languages, making it easier for customers to get the help they need. In addition, machine translation can help to improve customer satisfaction by providing more accurate and natural-sounding translations. As more businesses adopt machine translation, we can expect to see a significant increase in customer support options and improvements.

These services support 100+ languages and are continuously improving their quality of translations.

Contact centers should integrate the extended language support services into their technology stack. Again, cloud-based contact centers will be at an advantage here. They can directly integrate or subscribe to services from AWS Translate without worrying much about the privacy and security of translated texts.

AI, Speech recognition, and bots:

Speech recognition has improved from being just a gimmick (in the early versions of voice command operated computers) to a widely adopted and usable home assistant (in Alexa or Google Home). 

AI will fuel the technology and finetune it until NLP (Natural Language Processing) is indistinguishable from human speech. Voice notes and voice-operated IVRs adoption rate among the masses increases and will enter the mainstream in the next few years. 

The contact centers need computing power to analyze and process voice data for training data for their NLP projects.

Conversational AI is the new kid on the block. The adoption of voice bots will change the way customers purchase, browse and share feedback on products. In addition, the contact centers should have the ability to contact customers through conversational AI methods. 

These methods will help both sides of the spectrum, i.e., the consumers and contact centers. Conversational AI technology can also help in matching and routing customer calls. It can automatically route calls based on heuristic and finetuned classifications to the best-matched customer service agent. 

Conversational AI will also carry out tasks or L1 level requests on the customer’s behalf, like finding an address, ordering goods from past purchases, or checking account balances.

Apart from Conversational AI, Artificial intelligence projects will help employees or customer service agents be more productive by performing repetitive tasks. 

On the other hand, chatbots and personal assistants can act as customer service representatives. They can answer questions and assist with a human touch to the customer. 

A conservative estimate of the tickets that chatbots or voice bots can handle is 30%. Thus, allowing more time per customer for the customer service agent or lower operating costs for the contact center operator. 

Linking Customer Experience Metrics:

It is well established that customer experience correlates with financial metrics. For example, a brand’s revenue depends upon the number of times a customer visits the website and places. Therefore, this brand needs its customer support systems to be adequate to ensure that the customer can make the right purchase. 

The customer support system must be responsive and provide the customer with the information they need in order to make a purchase. The system should also be easy to use and navigate. If the customer support system is ineffective, it will lead to a decline in sales and revenue for the brand.

The availability of supports systems, in turn, depends on an SRE metric called MTTR. Contact centers will heavily rely on composable architecture spread across a hybrid cloud setup that supplies security and scalability simultaneously. 

Contact centers will slowly start aligning their service metrics from operational to financial in the future. For example, instead of focusing on how quickly a customer service query is resolved, the focus will shift to how we can increase the customer lifecycle value.

Big Data and Analytics

The customer support landscape is changing. With the advent of big data, contact centers are increasingly relying on data analytics to make sense of the growing amount of customer data. 

This data is becoming more and more unstructured, comprising audio, video, and large metadata files. The challenge for customer support teams is to make sense of this data and use it to improve the customer experience. 


Also Read – Top Reasons To Invest In A Video Call Center In 2022 

Big data analytics can help customer support teams to identify trends and patterns in customer behavior and use this information to improve customer service levels. 

In addition, big data can help customer support teams to identify potential problems before they occur and take proactive steps to prevent them. 

As the customer support landscape evolves, big data will play an increasingly important role in helping contact centers to

The current breed of databases and storage devices will fall short of these capabilities, and contact centers will need modern data analysis tools to transform the unstructured data and gather meaningful insights.

The data storage and compute operations in a contact center technology stack will be transformed to accommodate the increasing number of data points gathered during customer touchpoints. In addition, cloud-based analytics engines and unstructured data processing will help decipher the insights hidden in the data.

Contact centers need to use analytics tools to understand how their customers use their services. Big Data and analytics will allow the contact centers to understand customer behaviour and give customers better service by predicting what they want before asking for it.

Privacy & Security

As the contact centers keep getting closer to their consumers, gathering more metadata, the issue of encroaching privacy is very high. Therefore, the contact centers should make their systems compliant with GDPR, HIPAA, LIBOR, PII, etc. 

The data collected after being compliant with accepted norms have to be secured. Many countries are putting restrictions on sending data outside their borders. In this case, contact centers are increasingly dependent on the cloud service provider’s location of availability zones. 

On a similar note, 256-bit encryption has become a norm, and encrypted client data is much more secure than unencrypted data. Data falling into the wrong hands can affect the customer financially, medically, and mentally.

Contact centers should also be wary of new channels explored by the tech giants such as Meta, Apple, Google, Netflix, and Microsoft. 

The way investments are currently being made in the Metaverse, and AR/VR-enabled technology can soon appear as the next interaction channel with customers. As a result, it may look like a challenge to upgrade your contact center technology stack for Metaverse. 

However, it is also an opportunity to connect with your customers at a much deeper level. (through the immersive Metaverse experience). Therefore, at this stage, contact centers should not invest heavily but keep a keen eye on the developments in the industry and adopt Metaverse if their customers have started spending a considerable amount of time in the digital world.

The contact center is an ever-evolving landscape. New technologies are constantly emerging and changing the way customers interact with businesses. 

In order to remain competitive, contact centers must adopt these new technologies and keep up with the latest trends. Some of the most popular new features include video conferencing, virtual agents, and social media integration. 

These advanced features allow businesses to provide a more personal and efficient customer service experience. 

In addition, they can also help to improve service levels and quality metrics. As technology continues to evolve, it is essential for contact centers to stay ahead of the curve in order to remain competitive.

They can also use predictive analytics to provide proactive customer service that anticipates needs before the customers themselves even realize them. 

In the future, contact centers will evolve to become customer experience hubs that offer seamless support to customers across offline and online channels. 

In addition, the text and voice bots will become mainstream, and customer service agents will be required to provide a more personalized service to the customer. 

With the help of AI and machine learning, the contact center will be able to provide a more humanlike experience to the customer by understanding their emotions and providing relevant solutions. 

Contact centers will also be able to proactively reach out to the customer through channels such as chatbots, social media, and phone calls.

How to Build your Brand Trust with Truecaller Business

In today’s time, customer calling has become a business activity that requires extra caution while executing. With advanced caller IDs that center on making users’ lives better and clutter-free from spam calls, businesses have become challenging to carry out their calling campaigns or reach out to their desired consumers. It is far easier to get into the spam list for contact center numbers than connect with the user.

In such a scenario, the campaign budget goes to waste. The brand image also gets tarnished and gets labeled as a spam caller. The inability of brands to distinguish themselves from a sea of spam callers is a legitimate branding issue. There is no way for the customer to know if the business trying to contact them is genuine, relevant, or important to them.

Due to a lack of identity and trust, almost 70 percent of such calls get ignored by customers. But businesses can sort all these issues with a simple identity verification that will assure the user of the calling brand’s authenticity. Truecaller does precisely this by providing businesses with a verified identity badge that lets users know who is calling them.

What is Truecaller Verified Business?

Truecaller Business

Truecaller for business is the enterprise solution by one of the world’s widely used caller ID applications, i.e., Truecaller. This business solution focuses on serving brands to help with their outbound calling and get better results from their campaigns.

A Truecaller Verified Business is a commercial entity with a unique caller ID on the Truecaller database. This caller ID appears on the user’s mobile screen whenever a verified business tries to contact them and helps them stand out from the crowd of spam callers by establishing their brand name, industry tags, verified badge, and company logo.

Several features accomplish this on the app-enabled for registered companies on the Truecaller business platform. A set number of parameters that visually differentiate the verified businesses and backend features that give insights on the calling activities have helped many brands worldwide increase their brand trust amongst users.

Though a visual identity may sound like something that can be spoofed, the Truecaller verified badge comes through a process and cannot be replicated for fraudulent work. This is how businesses can distinguish themselves from the horde of callers out there and build a reliable and trustworthy communication channel through calling.

Key Features of Truecaller for Business

So, what and how does Truecaller for Business enable brands to make the necessary impact?

The key features of this software let a business carefully curate an identity that works in reaching the desired set of users without tampering with the brand value.

Truecaller Business

1. Visually Prominent Identity

People do not attend most outbound commercial calls because of anonymity or negative feedback on Caller IDs like Truecaller and Google caller ID. Truecaller for business lets you prominently place your brand name and logo across the user screen while calling, helping in removing the anonymity element.

2. Designated Industry Vertical

Along with name and logo, the program also lets businesses specify their industry vertical to give even more clarity to the user. So whether you are a delivery service, real estate business, finance service, or from the education sector, everybody gets the opportunity to highlight that to the audience.

3. Priority Calling Feature

This feature allows the caller to mark the call as time-sensitive. The receiver would know beforehand that the call is urgent or important somehow.

Read More: How can Truecaller for Business Enhance Call Pickup Rates?

4. Protected Brand Identity

The verified badge provided to registered businesses on Truecaller allows them to save their brand name from being misused by imposters.

5. Call Reason Feature

Every feature on this program has equal importance, but the call reason feature will change the way of communication between businesses and customers. With this feature, the customer gets to know the reason for the call before picking it up, as it appears on the screen below the caller ID. This creates a space for trust to be built between the parties.

6. Insights and Analytics

Truecaller for Business is not just a register of verified businesses but a full-fledged solution for enterprises to improve their calling processes. With the insights that the dashboard collects, a company can improve upon the weak aspects of the campaign.

Boost your Brand Trust With Truecaller Business

The brand-building process relies heavily on trust between the company and the consumer. If this trust gets breached for any reason, then years of hard work that goes into building an image can crumble. Being marked as a spam caller is one of those scenarios that can hurt the brand image, its customer support arm, outbound campaigns, etc.

However, tools such as Truecaller for Business can limit the impact of such instances to a great extent. Cellular calling and the Internet ceased to be two different modes of communication long back. It is now crucial for a company to manage its reputation across all channels.

Truecaller Business
  1. A company can reach out to its targeted customer without anonymity. When a caller is an upfront with their identity and agenda, the call receiver also feels confident in taking up the call.
  1. The same business can capitalize on customer contact with the right intent and approach. If they can put themselves across as a genuine business entity, then the chance of them being spam marked gets quite low. Hence, maintaining the brand image by taking care of the customer experience.
  2. The insights on calling activities can help brands with making wiser decisions. This can be one of those steps where a contact center stops reaching out to non-responsive users to avoid unnecessary flagging.

Conclusion

Using appropriate technology to safeguard one’s brand image should be common. But unfortunately, one out of every four calls that a user receives is out of their phonebook. With so much noise, legitimate businesses are also suffering.

Calling is the most efficient way for a brand to establish contact with its customer. With Truecaller for Business, they can cut through all the clutter to reach these customers, maintain the sanctity of their brand, and even use the opportunity to boost this image against the pile of unnecessary calling campaigns.

Conversational AI Platforms: Determining the Right Solution for Your Business

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges.

Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers.

As 66% of customers start with self-service mediums before connecting with live agents, it is essential to engage with them early on. Conversational AI can help boost acquisition by around 10-15% simply through its transformational capability to offer scalable personalized experiences.

What’s critical in conversational AI is selecting the right solution that drives business results. While each platform will have to be customized, ensuring that it can manage conversational volumes and be scaled easily will be a top priority. With new technologies being introduced rapidly, enterprises need a reliable and flexible solution that can manage their needs.

Conversational AI and Its Growing Importance

Conversational AI integrates technology innovations such as NLP, intent recognition; voice optimized responding, contextual awareness, and machine learning. Through omnichannel engagement, it opens new opportunities for companies that want to imitate human interaction at scale. They can be designed to speak in multiple languages and interact with customers with nearly indistinguishable cadence and tonality to that of a human.

The benefits and use-cases of conversational AI are some main reasons why it is growing in importance worldwide. Let us explore some of the top benefits of adopting the right conversational AI platform –

Conversational AI Platforms

1. Customer Service Automation – Conversational AI platforms are ideal for customer service interactions that require voice or preliminary data inputs. They can automate support, acquisition, and retention-based functions with ease.

2. Onboarding for Customers and Employees – Onboarding with the right information can be automated as well using voice or chat inputs. Conversational AI can be designed to be highly compliant while being personalized to offer a familiar experience.

3. Data Integration and Analysis – Conversational AI solutions allow for extensive voice analysis and call meta-analysis to generate new insights based on consumer sentiment. It offers a completely new data vector in the CRM and sales analysis domain.

4. Lead Verification/Qualification Automation – Leads generated can be followed up with the right verification calls automated through conversational AI. The AI bot can analyze real-time communication and verify key details required for qualification.

5. Managing Account Information for Users – This is a key feature for banking, finance, and insurance firms that offer routine information to customers concerning their account details. Balance, payments, premiums, and other details can be scaled to millions of simultaneous calls.

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

Ways to Determine Right Solution for Businesses

With 57% of global enterprises believing conversational AI platforms to be highly ROI positive, the right approach is necessary to determine the perfect solution. The ideal strategy to determine the right fit is to map key requirements and identify gaps within current solutions that can be turned into use-cases.

Conversational AI Platforms

1. Auditing Existing Customer Engagement Infrastructure

It is ideal for auditing existing technology solutions when focusing on existing requirements. This can include chatbots, AI tools, data analytics, CRM, and other critical solutions. Companies can identify key gaps within their technology ecosystem, such as –

  • Lack of automation within processes
  • Inability to manage large volumes of customer interactions
  • Lack of omnichannel presence across platforms
  • Poor visibility into customer conversations
  • Lack of scalability and personalization in engagement

Additionally, enterprises should ask themselves – what is conversational AI – as it relates to Additionally, enterprises should ask themselves what conversational AI is as it relates to their needs. This can help firms think outside of traditional integrations and explore new use-cases that can drastically improve output and productivity.

2. Developing a Requirement List of Critical Features

A core requirements list should be developed when considering conversational AI platforms. This will refine the search further and provide context to solution areas necessary. It will also help firms gain insights from internal teams about the best applications for conversational AI platforms.

An extensive technical sheet can identify key requirements, such as automated onboarding, IoT voice-response analysis, and routine calling. Challenges such as scalability, personalization of services, and flexibility in adoption can remain prioritized as firms find the right conversational AI platform.

Nearly 67% of firms, having the right tools to deliver personalization continues to be a significant challenge
McKinsey

Again, having a technical requirement sheet ready, with integrations, APIs, NLP, and language requirements listed can help significantly.

3. Engaging with Conversational AI Platform Providers

There are specific parameters that enterprises should review when engaging with Conversational AI platform providers.

  • Solution offering, features, and customization capabilities.
  • Requirements matching and feature extension ability.  
  • Scalability of solution, limitations, and challenges to adoption. 
  • Industry use-cases, successes, ready solutions vs need to build. 
  • Quality of voice conversations, closeness to real human engagement. 
  • Data analytics, AI and NLP algorithms, and machine learning capabilities.
  • Pricing efficiencies and onboarding seamlessness.

These parameters should help companies compare multiple providers and find the right fit for their specific requirements.

Read More: Everything You Need to Know About Conversational AI

4. Developing Use-cases and Scaling Up

Focusing on the right use-cases that can be developed will be key. Companies can invest budgeted resources in developing use-cases with single or multiple conversational AI partners. While use cases such as outbound calling, KYC, and lead qualification offer maximum returns, companies can explore new solutions through the power of conversational AI.

A critical way for firms to know if they’ve opted for the right conversational AI platform is scalability. If solutions are buggy or need frequent patches, then they are not scalable or flexible by design. The right fit for enterprises will be the ones that can be scaled up across functions or customer domains and continue to generate transformational value.

Final Words…

Conversational AI platforms are emerging as the next stage in comprehensive digital transformation. As a result, companies are looking for the right ways to find the ideal solution-fit for their unique requirements. From banking to travel, firms across industries are already engaging with conversational bots and can transform their results by following the above approach.

Leverage the next generation of Conversational AI technology with Ameyo. Click here to learn more and gain access to a solution demo.