How to build a strong customer service with the help of a Voice robot

70% of customers expect an instant response from the company to their request, and 55% expect to receive a response in an hour or less. These are the results of HubSpot’s research published in the Annual Service Delivery Report 2022.

What should be the level of customer service to make customers loyal, return for purchases every time, recommend your company in work and family chats, and leave positive feedback? Quick response, personalized approach, individual problem solving if any – this is what customers expect from a modern strong customer service. And it is hard to imagine such a service in 2024 without technology.

We’re talking about modern tools for automating communication processes to ensure a personalized approach and customer care that customers expect. And there is such a solution – the Unitalk voice robot. This is a new multifunctional tool developed on the basis of artificial intelligence that makes and receives phone calls, recognizes human speech and conducts a dialog according to a given scenario.

What capabilities does the Voice Robot have

• It works around the clock and seven days a week. This means that your customers can always get answers to their queries, even in the middle of the night, on Sunday or on a public holiday.
• The voice robot is capable of handling from one to several thousand phone calls at a time.
• It has a convenient scenario builder with flexible settings for performing various tasks.
• The robot supports many languages, making it an ideal solution for international companies and customers from different countries.
• Recognizes natural human speech and responds to words and cues, making conversations with it look as realistic as possible. It has an individual voice – male or female.
• The voice robot automatically collects data that can be analyzed to better understand the needs and wishes of your customers and improve business performance.
• The robot integrates with CRM systems to automatically update customer data and orders.
• UniTalk provides fast connection and easy setup.

How to ensure a high level of customer service

Before purchasing your product or ordering a service, a customer goes through a certain path, at each stage of which they communicate with your business represented by its employees. Quite often, this path is different for different target audiences.

In order to ensure a high level of service for all your customers, you should analyze in detail all the stages of the path to purchase for each segment of your target audience, and then set behavioral standards and conversation scripts for each employee who communicates with them. The buyer may encounter problems along the way, which should also be addressed and the right communication with the client should be built. It should be borne in mind that there are human errors associated with the human factor… And the implementation of service standards and monitoring their compliance requires significant resources.

However, building a strong customer service is much more efficient with a voice robot.

What tasks does a voice robot perform for customer service

Automatically collects customer complaints and requests.
The voice robot establishes the first contact, receives feedback, and processes requests from customers who cannot or do not want to find information on the website on their own. It is capable of receiving up to several thousand calls simultaneously.

It advises and answers the most frequently asked questions.
The voice robot will tell you about the benefits and characteristics of a product or service, orient you to the cost, work out objections, identify needs, and then pass targeted leads to the manager.

It confirms the order and informs about its status.
Operators and managers who take orders can do more important things if they delegate tasks related to order acceptance to a voice robot.

Reminds the customer to pick up the goods at the post office.
The voice robot will help solve the problem of uncollected orders from the post office by calling such customers with appropriate reminders.

Reminds the customer to sign up for a service.
The voice robot will remind you not only about the scheduled visit to the dentist or hairdresser, but also about the annual checkup, time to visit a masseur, subscription renewal, etc. For the client, it is about a personalized approach and care.

Invites to an event.
Webinar, conference, or new product launch? A voice robot will call customers and invite and register them to your event, if necessary, and remind them of it the day before.

Monitors the quality of customer service.
A voice robot can regularly conduct surveys to evaluate the quality of service and staff performance or questionnaires about your products or services. The robot can call thousands of customers in a few minutes because it does it simultaneously. You’ll agree that a voice robot is more efficient in this case than a staff of employees who need to be hired, trained, and maintained for this task. Therefore, the cost per minute of a survey by a robot is several times cheaper than by a manager.