We can give you all the explanations to prove the importance of a human-like virtual assistant service but, before that, we will give you facts. Studies have shown that the consumption rate to demand quick customer assistance service is at a high of 75%. However, those who are specifically preferring the virtual call service are around 65%. According to another study, around 73% of people are rating their experience with any company according to their experience with customer chat support.
You might be amazed to hear such numbers, but these are all true. The amount of customers who want a prompt chat reply via virtual assistant service is quite high and it is a challenge to make your virtual assistant sound like a human. Many companies go for automated machines or have pre-prepared responses for their customer’s FAQs. If you want to give a unique and unmatched experience, we have some tips for you to follow:
1. Importance of Warm Greetings:
It is very important to set the right first impression of the company. If your consumers get a nice and warm greeting when communicating with a virtual customer assistant on call, it means that your company is truly obliged to be serving them. Cracking the code to the right customer greeting is not difficult, it is just deceptive and very simple. Here are the three elements to keep in mind for your opening greet:
- Say Hello in a friendly tone to set the tone of the conversation and pace forward
- Don’t forget to mention your company’s name to ensure the customer is at the right place
- Offer to assist so that the caller has a feeling of being heard and helped
2. Focus on Active Listening:
If you want to avoid any misunderstandings and deliver the best service possible, it is best that your virtual assistant is trained to listen to your customers carefully and thoroughly. It’s not good to make them repeat what they say, so a virtual assistant that focuses on active listening is your way to go. True listening and focus take practice to get perfect, practice and train as much as you can.
Your brand can also acquire pre-trained virtual assistant services by outsourcing your work such as hiring companies like E-Call Center. This will not only help your company to minimize the burden, but will also help to make your caller feel focused, empathized, and heard. In this way, your brand will have clarity on the issue and can act properly to rectify the mistakes at your end.
3. Be Consistent In Brand Representation:
Customers are very smart and confident and to tackle their queries properly, it is advised that companies have a fully integrated customer support service. The same goes for the virtual assistance service, to make it shine, brands need to have a fully informed agent that will have the knowledge of all the primary information regarding the brand and is familiar with speaking to the clients that have a specific industry language.
Here are the three top guidelines for your brand so it never fails and become the best brand there in the market;
- Be ready to share your business’s mission and how the brands carry their values
- Have an appropriate jargon to answer the lingo specific to the industry
- Always know the backstory or proper context of what you are sharing with the clients
4. Optimizing Call Response:
Always gather information necessary for your business needs and requirements. Your virtual assistant needs to ask your client about hey they came across your business? This will also give your brand insight into how your brand is performing in the market.
The easiest way to start your call optimization is the use of successful caller contact. This will put a great impression on your customers that your virtual assistant is human-like and not some automated machine.
It is necessary to personalize the call by gathering the caller’s name and contact information. Also to make them feel utmost importance, brands need to have good personalized information to be asked by the virtual assistant such as the information of the account number, case number, property address, and the personal notes if the customer has any.
5. Understand your Customer’s Needs:
The most important thing while optimizing your virtual assistant response is that the receiver needs to understand the needs of the client. They must pay attention to the detail and wow the customers by meeting their expectations. A kind and humble way to address customers’ concerns would be to allow them to explain their problems without backlashing at them.
The ultimate way to get a good customer satisfaction rate is by hiring a good virtual assistant that is available to serve your company 24/7. This can be made possible by outsourcing the companies that are providing good virtual assistance such as E-call Center.
Their virtual assistants are trained to cover all the bases such as being quick and efficient with the time use, providing accurate and to the point information to the calls, and trying to make a good connection with your consumers even if they are rude or slow speakers your agents must be happy, kind and humble with them as they are an asset for your company.
