Before you get the wrong idea, this is not another blog post about the benefits of using a CRM. Hopefully, you've already covered this topic. This article discusses the importance of integrating your current CRM with a virtual voice assistant to develop stronger relationships and close more deals.
But before we discuss the main benefits of this integration, let's take a look at what customer communication looks like today.
Experience is king
You've probably heard the phrase "Product is King" far too many times (and I bet Steve Jobs helped get it into your head). But offering great products isn't always enough.
With more choices available than ever, companies need to focus on delivering better experiences.
At Locuta, we believe that customer service is a strategic ally of the sales team. It's no longer about providing them with the information they need. Today, customer service is about creating experiences that customers value so much that they no longer need to compare you to your competitors. And guess what? When they feel well treated, they are much more likely to stay loyal and even purchase other products.
On the other hand, not only are customers becoming more demanding, but as your business grows, so does your customer base. Employees spend their days answering calls, emails, chats and contacting other departments. Constantly hiring staff can be an extremely high cost. In fact, customer support is one of the most resource-intensive areas of a business. See the article on customer service
Human teams and artificial intelligence = the new trendy couple
If you're keeping customers - who don't have a good experience - waiting, you're missing out on cross-sell and up-sell opportunities. According to a study by Zendesk, "66% of B2B customers and 52% of B2C customers have stopped buying after a poor customer service interaction." Tough numbers, right? (If you'd like to dig deeper into how to handle high-demand periods, don't miss this article). Fortunately, you can turn this around.
Artificial intelligence improves productivity without sacrificing quality by using its two core competencies: machine learning and Natural language processing (NLU). In the customer service world, this frees up agents' capabilities to work on more complex issues.
What is a Callbot ?
A Callbotor virtual assistant, is a solution that uses artificial intelligence to help you respond to your customers' needs. It essentially saves your team time and effort by responding automatically. Key tip: Make sure you get a virtual assistant that integrates with all your current solutions (not just your CRM). That way, it will be a perfect match for your overall customer service experience.
5 things a Callbot does to improve your CRM strategy
#1 Automate support and optimize human resources
First, a virtual voice assistant understands natural language and identifies the customer's need. It does the heavy lifting by automatically solving routine problems or gathering information. It's simple, really: any frequently asked questions you have in your knowledge base are solved by the Callbot. See article on the advantages of a Callbot
#2 Make customers happy with immediate responses
Like the Callbot handles frequent requests, customers get instant answers and agents save time. As a result, they can focus on personalizing responses, working on strategy and closing sales. If the request cannot be answered automatically, the AI solution sends the information to your CRM, creates a case and assigns it to the right department or transfers it directly to an online agent. Thus, your team will have access to a complete profile of the customer to quickly propose a solution or an offer.
#3 Reduce costs
It goes without saying that if a Callbot trained to respond automatically, a large 24/7 human support team becomes obsolete. It's simple math: the smarter your solution, the lower your costs.
#4 Boost sales
Moreover, your virtual voice assistant will be able to detect sales or perform up-selling actions.selling actions in real time. When it detects a potential sale, it will transfer the call with details to the sales team. This will give you an automatic lead generator that seamlessly connects to your CRM workflow.
#5 Offer unlimited support
Finally, your customers will not have to wait any longer. You can count on a Callbot to resolve their requests immediately, 24/7, across all your channels.
Strengthen your CRM with AI
You are now ready to fully embrace automated technologies as a key component of your customer relationship management.
Our own virtual voice assistant, Locuta, is an automated solution that has proven to offer all the advantages mentioned, but also adds an essential feature It interacts with empathy and human-like dialogues. Go ahead and try Locuta today.
Connect your CRM to our Callbots very simply
If your company uses Hubspot, Salesforce or any other CRM provider, it's your lucky day. We integrate very quickly and easily with any system. For example, if you use Hubspot, you can create a workflow that transfers contacts and information directly from the virtual voice assistant to your account. You can finally forget about manually copying and pasting information.
Here you will find everything you need to start automating tasks and managing your customers in a simpler way.
If you have any questions or want to know more about our solutions, contact our specialists. They will be happy to help you.