Today, personalization is the key to a good experience. The more personalized treatment you offer your customers, the more satisfied they will be with your brand.
They will feel special by receiving a service designed especially for them, and it will also increase their chances of buying.
According to an Accenture study, 75% of consumers are more likely to buy from a brand when they are recognized, remembered or receive relevant recommendations.
To do so, artificial intelligence Callbots based on artificial intelligence can be a great tool. In this article, we explain why. So why do personalization and Callbot work together?
The Callbot : your customers' favorite assistant
AI-based virtual voice assistants based virtual assistants have a lot more functionality than you think, especially when it comes to personalizing the interaction with your customers.
Let's take a look at everything they allow you to do, plus some recommendations for improving the experience .
1. Create a Callbot adapted to your client
The first step in providing a personalized experience is to know your customers' needs and predict the questions or problems they want to solve.
Some frequently asked questions, for example, are store hours, product availability, payment methods or the status of a purchase.
Once you know what your customers are going to ask, it's time to act and respond with your natural language content through telephony with a custom Callbot.
2. Speak in the language of your customers
If Callbots are useful for certain tasks, if you want to have more human conversations with your customers, you need this: to talk!
To achieve this, bots driven by artificial intelligence can understand natural language, regionalisms and even typos. This is crucial to delivering a contextualized experience.
Consider the following example. Suppose your company offers products for all Latin American countries. Your robot can speak Spanish, of course. But wouldn't it be great if it could understand the regionalisms of each country?
Your customers will clearly feel more comfortable talking in their everyday language.
3. Customization and Callbot: the key is to be fun
Go ahead and create fun conversations! Surprise your customers and break the ice with custom scenarios!
All this is a way to make your customers smile. And remember, they will always remember how you made them feel.
4. Metrics and analysis: discover models and customize your robot.
Once your Callbot is up and running, you should constantly monitor its performance.
This is the key to improving your content and detecting potential flaws. But it's also a great way to get to know your customers better.
With reports and analytics, you'll be able to gain a deep understanding of their needs, questions and concerns, so you can provide them with increasingly personalized responses.
For example, Locuta's intelligent robot has two basic sections: Analytics and Continuous Learning.
The first one presents the reports of the calls as well as the results of the satisfaction surveys.
The second section, on the other hand, shows the unresolved exchanges, allowing you to find new scenarios that can fit your customers' real needs.
This is how you will learn from your users and enrich the bot content with new intentions, meanings or ways of asking.
5. Get to know (and remember!) the customer.
The metrics will help you get general customer patterns. The next step? Getting to know each one individually. You're asking, "But how?" Don't worry, it's easier than it sounds.
If you have integrated a Callbot, your agents will be able to access "customer profiles". This tool allows you to access all relevant information about each customer, including their call history, the products and services they have purchased, and the problems they have encountered.
In addition to accessing this data, your agents will be able to add notes and reminders, and pick up calls where they left off.
This way, you'll be able to provide a unique and personalized experience, and your customer won't have to repeat the same information every time they contact you.
6. Personalization and Callbot: respond on their preferred channels
Personalization is also linked to the presence on the preferred channels of each customer.
Today, it is no longer the brand that determines the interaction channels. It is now the customers who choose when, how and where to communicate.
This is why omnichannel service is essential to offer the same quality of service on all channels and to serve all customers in the same way.
With this type of service, your customers will be able to enjoy a smooth and consistent experience across channels such as telephony, website, WhatsApp, Facebook Messenger or SMS.
And that's one of the best things about bots: they can be implemented on any channel, without any extra work from your team.
7. Propose immediate solutions
Just as customers choose where to contact you, they also choose when. This means three things. Personalization and Callbot are two terms that go hand in hand.
First, your customer service must be available 24 hours a day, 7 days a week.
Second, the faster you respond and the quicker you provide a solution to your customers, the more satisfied they will be.
This is where your Callbot becomes a hero. It would be impossible to provide this type of service with agents alone. Not only would it be a huge cost to your business, but your employees would be overwhelmed trying to respond immediately. A Callbot can do just that: provide immediate responses at any time of day, adapting to each customer's routine.
8. Make personalized recommendations
The more personalized your service is, the greater the chances of customer conversion. Not only because they will be delighted with the experience, but also because you can offer them exactly what they are looking for.
Callbots are perfect for applying cross-selling and up-selling techniques, as they can make fully personalized recommendations based on your users' preferences.
Ready to create a personalized experience with Callbots ?
Callbots offer many features to personalize the experience. And you know what's best? If it's a solution created for customer service, you can implement all these recommendations in less time than you think.
You can quickly and easily enhance your content, connect new channels and upload reports with just a few clicks from the same platform. Now you know all about the connection between personalization and Callbot.
If you want to learn more about how our solutions can help your business, don't wait to schedule a demo with one of our experts.