As virtual agents play a key role in the digital transformation agenda, the technology is essential for forward-looking customer service providers:
– Virtual agents can reduce overall customer service costs by up to 20%*, through reduced call volumes, improved call duration, and reallocation of human resources to focus on
quality in high-value interactions.
– They can eliminate human errors in transactional requests.
– Clever use of virtual agents can improve customer experience by more flexible opening hours and lower response times, and more customized responses by better leveraging customer data and contextual information.
– Finally, virtual agents can help increase revenues by supporting customers live in the purchasing process. Typically seen as a more complex and high-value task, this application is still not widespread. But having virtual agent support in customer acquisition and up/cross-selling opportunities through real-time recommendations on next best activity/offering can be highly effective.
* For companies making extensive use of chat and messaging for customer service, which have implemented the full set of virtual agent capabilities in a multilingual environment.
Conversational commerce enables a consumer conversational relationship by connecting chat, messaging, social applications and AI technologies such as micro-bots into one user experience.
With the latest addition of WhatsApp Business it enables outbound and promotion capabilities in the consumer’s contextual mobile lifestyle environment.
Live chat enables new business growth and consumer contextual dialogues. Live chat can be a traditional web chat located in your homepage and mobile app, in the contextual journey for the visitors.
Our consistent and cost competitive world class delivery model ensures an outstanding customer and employee experience.
We serve the English speaking market through onshore, offshore, or our extensive network of work-at-home agents.
In Europe, we offer onshore, nearshore, and multilingual services, as well as services tailored to small and midsize businesses.