On the other end of the spectrum are chatbots.
Brands were eager to launch the very first chatbot in their respective industries but soon got their hands burned.
Facebooks messenger chatbots sawa failure rate of 70 percentwhile handling customer requests.
No, I dont mean Whats the weather?
; What time does Home Depot open or Can I speak to a person?
Instead, the most impactful virtual assistants should be asked the following three questions.
Can you answer open ended questions?
It’s free, every week, in your inbox.
Whats one clear way to ensure that each and every interaction with a customer is productive?
Create space for customers to express themselves in ways that come naturally.
No customer wants to be forced to use restrictive dial menus or engage in robot-speak.
or What can I do for you today?
Can conversations be interrupted?
A fast way to a consumers heart is to recognize that life happens.
Most people cant anticipate how their days will unfold, and virtual assistants should be prepared for this reality.
Though omnichannel capabilities have already begun seeping into CX practices, they are still significantly underutilized.
With customer expectations only getting higher, 2019 is the year omnichannel will become crucial.
To get started, take a look at the channels that are most active for your audience.
Where do customers typically reach out to you?
Why do they get in touch?
Do you sound like…us?
Early customer care technologies like IVRs were deployed uniformly across companies and industries.
Lacking valuable context for the unique qualities of different verticals, this rudimentary tech often left customers dissatisfied.
Additionally, leading virtual assistants will have a voice and tone thats consistent with your brand.
This requires marketing teams to think differently about branding.
Rather than branding digital properties and marketing materials, they have to apply their expertise to branding a voice.
Fortunately, youre only three questions away from reaching the front of the pack.
Priyanka specializes in business development and bringing enterprise software products to market.
Before joining Interactions, Priyanka led product marketing for IT operations tools at SmartBear Software.
