Customer communication has changed significantly in recent years. People expect fast, understandable answers, ideally 24 hours a day, 7 days a week. And this is regardless of whether they write an email, call the helpline or ask a question via chat. This poses a fundamental challenge for companies: How to handle the growing volume of inquiries without increasing costs and overloading people? The solution is automation using voicebots, chatbots or emailbots.
Automated communication is no longer the privilege of corporations. Today, it is available to virtually every company that wants to streamline operations, improve customer experience and maintain a competitive advantage. Voicebots can handle calls without waiting, chatbots answer questions on the website in a second and emailbots take care of routine emails. The result is faster service, less burden on teams and higher customer satisfaction.
The first step is to look at your current communication. Ask yourself which questions are repeated most often? Which channels are the busiest: phone, email, chat? How much time do your employees spend responding to routine requests? If you are not sure of the answer, leave it to us. We will analyze your customer communication for free.
Typical candidates for automation are inquiries about order status, complaints and returns, operational information about opening hours, contacts for individual establishments or people in the team, and call transfer to the right departments.
Does your phone ring constantly or do you need to be available 24/7? A voicebot on the incoming line is the ideal solution. It will greet the caller, find out the reason for their call, and either resolve the request immediately or redirect them to the appropriate operator. It uses natural language and understands common human speech.
Tip!: You can also use an outbound campaign voicebot that calls itself. For example, you can use it to get feedback from customers, inform them about news, or remind them of scheduled appointments.
Chatbots that operate on the web, in live chat, or in chat applications, immediately answer questions, guide the customer through the purchasing process, or help them select a product. They can also collect inquiries or reservations. They can handle hundreds of conversations at once without waiting or losing quality, and they are also available 24/7.
Emailbots help with an overloaded inbox. They can understand the content of messages and, thanks to this, sort them and forward them to the appropriate recipient. They can prioritize emails according to importance and, of course, respond appropriately. It uses your conversation history, supplemented with information from databases.
Tip: Are you curious about how much of your email correspondence you can automate? Get a free, non-binding email analysis from coworkers.ai.
Introducing automated communication is not rocket science. We recommend proceeding as follows:
1. Choose a pilot project – for example, a chatbot on the website to answer product questions.
2. Set goals – for example, reducing the average response time or reducing the number of incoming emails.
3. Design scenarios – clear, understandable, tailored to your brand.
4. Connect with your systems – CRM, helpdesk, telephone solutions.
5. Launch and optimize – collect feedback and adjust bots according to user behavior.
When deciding on automation, companies often encounter concerns. How to deal with the most common ones?
“Customers want to talk to a person.”
Not always. They want to solve routine questions quickly and without waiting. 60% of respondents prefer a human operator only when the communication is smooth. As soon as there is a longer wait or transfer, they choose bot responses. If the customer has to wait until the next start of work or for an email response, the willingness to talk to a robot increases by up to 5 times.
“It sounds too technical.”
Many companies are afraid of the long and complex process and that the new system will burden internal teams. However, at coworkers.ai, we have been automating customer channels for six years and have handled over 300 projects. So we have a process that is well-developed in detail.
“We don’t know if it’s worth it.”
Automation has measurable results: time savings, lower costs, higher customer satisfaction. By automating routine requests, you can reduce customer service costs by up to a third.
Automation is not the future, it is the standard of today. Companies that embark on it today will not lose momentum, will streamline operations and offer better customer service. Whether you are an e-shop, an insurance company or a guesthouse in the mountains, you have one thing in common: your customers expect an answer right away.
At coworkers.ai, we will help you from the first step to a fully deployed bot. We will design a tailor-made solution, integrate it into your environment and help with tuning and optimization.
