Automation tools: The key to helping businesses build a dedicated staff 24/7
- Tram Ho
Moving from an offline business to an online one, it’s not hard to think but it’s hard
The sudden appearance of the pandemic is an eloquent proof that most businesses today are too dependent on offline business models. It wasn’t until they were “banned by the river to ban the market”, that homeowners began to flock to the online model to save themselves. It sounds somewhat simple at first, still the same business model, just different in the way to approach customers. However, the reality is not what many people think.
The model shift from offline to online inadvertently confuses most businesses. They don’t know how to effectively communicate with customers. They still keep the habit of focusing on products/services but forget how to retain customers online. They keep customers waiting in vain simply because the last employee “forgets” or omits. So what is the cause?
Perhaps, because of the focus on offline activities, most businesses lack the necessary elements to operate online activities. They are not or are not used to being on duty to receive orders and receive customer feedback 24/7. And in the service industry, this is considered taboo.
“Vaccine dose” for businesses before fluctuations
With the online model, instead of arranging personnel to serve directly, they are transferred to focus on online customer care and management. Problems will arise when this team is not always timely to receive and respond to customers at the right time.
Chatbots help businesses communicate with customers in real time.
To solve this problem, solutions to automatically reply to messages are gradually formed. Initially, they were just inanimate tools with the sole purpose of providing information that was pre-installed by businesses to customers. Over time, with the development of technology, the soul is blown into these tools, turning them into virtual assistants with the appearance and full behavior of a human.
Y-Foundation, the fourth largest rental organization in Finland, is also a successful example of using Chatbot to optimize the customer experience. Owning more than 17,300 apartments in more than 50 cities and towns across Finland with more than 150 workers and renting 7 offices, sending messages manually is overwhelming, so it uses chatbots to send automated messages. to remind customers about the time to pay the rent. This solution immediately reduces the total time for payment reminders to only 30 minutes compared to 10 hours as before. The cost of sending messages is also greatly reduced.
Chatbot – The key to increase customer experience with optimal cost
In fact, the most interesting point of a virtual assistant does not stop at being available 24/7 to respond to such customers. At a higher level, with the help of technology, virtual assistants themselves are created to enhance the customer experience, setting it apart from the competition.
Many domestic fashion retail systems have used chatbots on Facebook instead of employees to answer questions about color and size for customers. The rate of users opening Messenger (Facebook) with chatbot is 3.5 times higher than email, chatbot will only take a few seconds for each question due to its ability to connect directly to the inventory management system. According to a forecast from Facebook, by 2020, more than 85% of customer interactions on Messenger will be handled through chatbots. Not only is it faster than a human, the robot in this case can also ensure that there are no errors and can also send thousands of messages at the same time, and can receive customers 24/7.
However, that doesn’t mean there will be a universal chatbot to serve every need of every industry. With the specificity of each industry, optimizing chatbots to address different needs will be a top priority. At Bizfly, businesses can actively choose for themselves intelligent “virtual assistants” customized for their own needs. An “unmatched” chatbot system will definitely bring higher efficiency than those developed in an “industrial” form.
With the criterion “whoever you are, Bizfly Chat is right for you” has helped us realize the need into different product lines ranging from food, spa, travel or fashion or even even science, seminars. Come and try to chat with each “virtual assistant” of Bizfly to feel this difference. Interested readers can learn more about Bizfly’s chatbot solutions here .
Source : Genk