HOW DOES A VIRTUAL EMPLOYEE WORK?
We work with you to design a system that operates as personably and intelligently as possible. In any business, some client phone calls must be handled by a live person. However, there are other areas where a well-designed, automated solution will provide clients with the information they need, quickly and easily. This helps avoid unnecessary expenses, cuts down on wasted time, and results in a happier, more productive work environment.
Rapid and Personalized Call Routing
The Virtual Employee makes call routing rapid and even personalizes it. There are many ways we do this. For example, the voice mail system simply checks the caller-ID and if the information is listed on the account, that question is skipped. Furthermore, many of the questions related to an account are simple “Yes” or “No” type of questions. Say your customer answers “No” after being asked if they still live at a particular address. With our Virtual Employee, they can speak their new address into the phone and then press the # key. Our system will save the new information and verify it with them.
With other systems, the customer is usually left to wait and wait after providing specific corporate or private billing information. The Virtual Employee system will provide them with a number of options, allowing them to select their favorite genre of music, blessed silence, or even give them the opportunity to be called back once an agent is ready. We can personalize the choice to fit your business. For example, if you have a sports-related operation, customers can even be given the option of playing a sports trivia game while they wait. It's these little touches that will keep customers feeling appreciated and that their time and preferences are valued.
Simple Questions, Simple Answers
Perhaps the most frustrating thing about being on hold, is sitting there waiting just to have the simplest question answered. Companies such as banks have solved this problem by offering automated ways for customers to access account balances quickly, easily, and error/liability free.
Account balances are obvious, but what if a customer wants something more complicated? Perhaps they called their service provider to find all the calls made to a particular area code from their cell phone. Your Virtual Employee will read, fax, or even e-mail them the list. It can even offer to exclude all calls made to area codes within their local calling area.
Okay, so it can answer simple questions, but what about the hard ones? It's true in many cases that a customer service representative is unbeatable, but if you can have a Virtual Employee answering the easy questions, your reps will have more time to handle the difficult ones. This is truly a better approach to customer service.
Synthesized Speech Isn't Perfect
While most people don't mind hearing digitized numbers and dates, they have far less tolerance when their names are mispronounced. One of our clients solved this by reading all unique first and last names of her customers in our portable sound-dampening booth, avoiding synthesized names altogether. Our program even automatically removed the silence from the beginning and end of everything she read, making for a very natural and personal experience for her customers.
Your business is more complicated...?
This all sounds great, but you're thinking that your operation is more involved. Perhaps you're a dentist. You know your customers can't call in to check for cavities. Ahh, but they can call in and automatically verify their appointment or select a new one. The Virtual Employee can also give reminder phone calls, faxes, and e-mails on the month, the week, and the morning of their visit. Not only that, it can play pre-recorded suggestions about brushing, flossing, tooth paste, and oral rinses.
Answers to Frequently Asked Questions. Click here.
HOW DOES A VIRTUAL EMPLOYEE WORK?
We work with you to design a system that operates as personably and intelligently as possible. In any business, some client phone calls must be handled by a live person. However, there are other areas where a well-designed, automated solution will provide clients with the information they need, quickly and easily. This helps avoid unnecessary expenses, cuts down on wasted time, and results in a happier, more productive work environment.
Rapid and Personalized Call Routing
The Virtual Employee makes call routing rapid and even personalizes it. There are many ways we do this. For example, the voice mail system simply checks the caller-ID and if the information is listed on the account, that question is skipped. Furthermore, many of the questions related to an account are simple “Yes” or “No” type of questions. Say your customer answers “No” after being asked if they still live at a particular address. With our Virtual Employee, they can speak their new address into the phone and then press the # key. Our system will save the new information and verify it with them.
With other systems, the customer is usually left to wait and wait after providing specific corporate or private billing information. The Virtual Employee system will provide them with a number of options, allowing them to select their favorite genre of music, blessed silence, or even give them the opportunity to be called back once an agent is ready. We can personalize the choice to fit your business. For example, if you have a sports-related operation, customers can even be given the option of playing a sports trivia game while they wait. It's these little touches that will keep customers feeling appreciated and that their time and preferences are valued.
Simple Questions, Simple Answers
Perhaps the most frustrating thing about being on hold, is sitting there waiting just to have the simplest question answered. Companies such as banks have solved this problem by offering automated ways for customers to access account balances quickly, easily, and error/liability free.
Account balances are obvious, but what if a customer wants something more complicated? Perhaps they called their service provider to find all the calls made to a particular area code from their cell phone. Your Virtual Employee will read, fax, or even e-mail them the list. It can even offer to exclude all calls made to area codes within their local calling area.
Okay, so it can answer simple questions, but what about the hard ones? It's true in many cases that a customer service representative is unbeatable, but if you can have a Virtual Employee answering the easy questions, your reps will have more time to handle the difficult ones. This is truly a better approach to customer service.
Synthesized Speech Isn't Perfect
While most people don't mind hearing digitized numbers and dates, they have far less tolerance when their names are mispronounced. One of our clients solved this by reading all unique first and last names of her customers in our portable sound-dampening booth, avoiding synthesized names altogether. Our program even automatically removed the silence from the beginning and end of everything she read, making for a very natural and personal experience for her customers.
Your business is more complicated...?
This all sounds great, but you're thinking that your operation is more involved. Perhaps you're a dentist. You know your customers can't call in to check for cavities. Ahh, but they can call in and automatically verify their appointment or select a new one. The Virtual Employee can also give reminder phone calls, faxes, and e-mails on the month, the week, and the morning of their visit. Not only that, it can play pre-recorded suggestions about brushing, flossing, tooth paste, and oral rinses.
Answers to Frequently Asked Questions. Click here.