Voicebots that automate telephone communication are today the key to effective customer care. On the inbound line, they can answer recurring questions, for example, about operating hours, prices, details of individual services, or even change order data or verify their current status.
And the most important thing? Voicebots answer every call. Customers no longer have to ring for a long time, wait in line for an operator, or worry that they won’t get through at all.
One of the most common reasons why customers call customer lines is for common requests that are constantly repeated. For example:
1. Changing contact information (phone, email, address).
2. Changing an order or delivery address.
3. Inquiries about the status of an order – delivery date, shipment dispatch, etc.
4. General questions from the FAQ.
Voicebot can solve these customer requests quickly, independently and without the need for human contact. It verifies the customer's identity, retrieves the necessary information from the database, edits the order or communicates the required information. And all this non-stop, at any time of the day.
Voicebot can handle thousands of inquiries per month without the need for breaks, vacation or sick leave. The introduction of a voicebot frees operators from routine calls, reduces staff requirements and allows them to serve a larger number of customers in a shorter time. In practice, a voicebot often handles more than half of all incoming calls, which can save operators hundreds of working hours per month.
Customers do not have to wait to be connected to an operator, because the voicebot is immediately available. This significantly reduces the waiting time from minutes to mere seconds. The customer thus obtains the necessary information quickly and without complications.
By deploying a voicebot on the inbound line, you will significantly raise the bar of customer satisfaction. Another key factor is that the voicebot can handle dozens of calls in parallel, eliminating queues and reducing customer frustration. The time it takes to process a request is one of the most important factors that influence the overall evaluation of the service.
