Virtual assistants have gone beyond providing administrative tasks to clients. We are also great at providing customer service, tech support and even creating chatbots. Provided with proper training, a virtual assistant can do the work of customer service representatives in answering customer service related concerns.
In fact, Virtual Assistants and chatbots were included in an article by Tenfold which listed down the digital trends and technologies that are transforming customer experience in the banking and finance sector.
In the article, it said, “the demand for faster, more efficient services has eventually led to a forecast that 85% of customer interactions will be automated by 2020, according to Gartner. Chatbots and smart assistants are finding their way in various verticals, serving various purposes from customer support, marketing, and sales. These robots, powered by artificial intelligence, are used by the biggest banks in the world like JPMorgan Chase, Wells Fargo, HSBC (Hong Kong) and SEB (Sweden).
Chatbots enable banks and financial service companies to deliver efficient, personalized and responsive service to customers at a minimum cost. Chatbots are available 24/7, and are capable of matching customer queries quickly to solutions. Some are also programmed to take in leads, and the most advanced ones can make personalized recommendations based on previous interactions, customer data, and other factors.
Detractors of chatbot technology say that these tools lack the empathy of human CS reps. While that is true, we should also recognize that chatbots improve on this aspect over time. Machine learning algorithms help these virtual assistants learn more about the art of human conversation from experience. With such capabilities, chatbots prove to be sufficient in handling basic customer service queries, pleasing consumers with their efficiency and effectiveness.”
Empathy is as important as effectiveness in creating relationships with your clients. If empathy is what these chatbots lack for the customer to experience what would surpass their expectations, then that is where Virtual Assistants specializing in Customer Care or Customer Service comes in.Virtual assistants may not be online 24/7 but there is the assurance that clients ’concerns will be taken care of by a human being who can empathize with clients. Click To Tweet
As a client with concerns, you would still want to talk to a real live human being as opposed to being answered by a machine.But a combination of these two, the effectiveness of a chatbot and a human Virtual Assistant’s ability to empathize, providing you with a personalized and “as human as it can be” customer service, make the customer experience an unforgettable… Click To Tweet