Today, customers have become accustomed to immediate gratification, whether it’s getting an answer to their query, making a purchase, or reaching out to customer care. Studies show that when people contact customer care, they are already significantly frustrated. Add in long wait times, miscommunication and an unresolved solution, and the customer is likely to complain about your brand and no longer do business with you.
It may seem obvious to say that customer care should be a top priority for businesses, but the value of efficient customer service can’t be understated. This is especially true when the overall perception of the automated customer service experience has been a frustrating one, often leading people to repeatedly hit “0” to speak to a “real person.” Fortunately, there is a better way to offer automated—yet highly effective—customer care with Intelligent Virtual Assistants.
Read the full whitepaper to learn what an IVA is, how to build an ideal IVA, how to solve customer care issues with an IVA and the role they will play in the future.