After engaging with social media, smart phones and cloud computing, our lives have been fundamentally changed,particularly the way how we work and interact.
From the flourishing techno market, users are also expecting a lot. In recent years, the need of “customer engagement” has become an essential thing to a business to be stayed in the competition.
It is no longer enough simply offering a great customer service, but the level of the customer commitment to the company has become an important benchmark.‘Customer engagement solutions’ have to focus on providing an improved experience to customer to improve customer satisfaction and help enterprises to increase their revenue.
Virtual Assistant technology is a new trend that could be incorporated with the mobile applications, helping users to communicate in a natural language. Virtual Assistant offers a custom-made experience that decreases the necessity of being in touch with support team and also helps to build a brand and increases customer satisfaction.
Users always expect the correct and instant solution to their queries when they visit a support page on the website or contact the help desk. They expect their questions should be answered and the problems should be resolved so that the overall experience becomes a gratifying one.
Enterprises can raise their brand awareness and sales by providing customers with fast and correct responses through an effective customer engagement services. Enterprises are using virtual assistant to improve their different customer services, including enrollment form filling, front desk, meeting reminders and other personalized services.
Virtual Assistant can not only be used to resolve the query of the customers, but can also be used to give more details about the offers. As an example, suppose we have to travel somewhere so in that case it will not only give the flight details, but also gives the offers for flight, luggage limit, destination climate, information about hotels in destination etc.
In web applications, though there are online FAQs and user manuals to help the users, but also those are found insufficient when a user wants to look for some specific information. And, also it will take a long time for them to read all the FAQs and find the solution to their problems.
Virtual Assistants allow the formation of knowledge base and provide an interface where the users can ask their queries and get the relevant answers interactively.
Not only in web apps, a Virtual Assistant can also be used for mobile applications also.There are many mobile based Virtual Assistants that provide a user-friendly interface for a smart phone.
They are more skillful and capable enough of understanding the user questions and suggest a powerful answer which will be more effective. With the help of speech and voice recognition technologies, the mobile Virtual Assistant can turn the smart phone into voice enabled customer service person.
How Virtual Assistant Helps:-
- Several researchers have found that people want their problems solved instantly when they find any difficulty while accessing the website. Virtual assistant makes it easier for users to find information very quickly.
- Virtual assistant is not only used for the customer services but also it guides visitors in easily navigating web pages.