To Virtual Agent or not Virtual Agent? that is the question!
We have all noticed the dramatic shift in conventional communications, where a letter, an email or a telephone call used to be the primary method of a customer seeking support or guidance, we are now directed to the internet for support, where many companies centralise their support efforts, and, are using a Virtual Agent to make a difference.
As companies grow so does their support services, with call centres and increased staffing the costs are certainly material, with many business reporting static costs in the region of $10 to $15 per support instance, just to answer the phone.
Even though many people prefer to communicate person to person, even this method of interaction has its issues, including; Long wait times and customer call costs, that is why Virtual Agent and “self serve” support solutions have been recognised by many organisations as an ideal medium to not only offer an immediate response to a customer’s enquiry, therefore improving the level of satisfaction, but also, to dramatically reduce the number of calls arriving at their call centres, consequently driving costs down and service levels up.
Example 1: Not using web based Virtual Agents.
Our example business handles 100 in-bound support calls per day, typically 70% of these are general enquiries and 30% require further investigation or detailed handling. Using general industry support handling costs the business overheads are as follows:
General Call Handling: $700 – $1050 per day.
Detailed Call Handling: $300 – $450 per day.
Total Call Handling: $1000 – $1500 per day.
Example 2: Using web based Virtual Agents.
By implementing a simple online Q&A Virtual Agent solution just to cater for the General Call Handling a potential savings (in this example) of $700 – $1050 per day can be gained. The return on investment can be dramatic, to say the least.
You can see why many organisations all over the world are turning to Virtual Agents to reduce their call centre costs and improve customer service.
Why not just implement a Q&A text and image solution rather than an AlterEgos Virtual Agent?
AlterEgos Virtual Agents allow you to easily communicate complex information.
Images and text can be inefficient and overwhelming to put over detailed or potentially complex messages, whereas a talking AlterEgos Virtual Agent is not only compelling but allows the customer to relax and simply listen, what marketing organisations refer to as “lean-back”.
Consumers are often suspicious of “the small print” so any written or visual Q&A information can often lead to ambiguity and possibly as raise more questions that also require answering.
Language barriers are immediately overcome, its often the case that verbal communications are more effective than the written word, especially if your sites language is not your customers first language.
This article up to this point would be only 2 minutes of audio, where the customer could sit back and listen to an audible Virtual Agent, and, replay on demand.
AlterEgos HD gives you the ultimate set of tools to make Talking Virtual Agents a reality, just record the answers to your most asked questions and embed them all on a simple Q&A page on your site, for a few hours work, the rewards are certainly measurable, material and accessible on any web accessible device.
Don’t want to implement AlteEgos Virtual Agents yourself?
AlterEgos.com can help you with a complete tailored Virtual Agent solution if you don’t have the time or resource, just send us a message and we can talk about your requirements.