DELIVER GREAT SERVICE THAT COSTS LESS Business and Process Improvement Specialists Ai Virtual Assistant Sourcing and Operational Delivery Sales & Service Centre Efficiency & Performance Working in Partnership with
Why Invest in a Virtual Assistant? Our websites have become the service channel of choice for an increasing number of our customers and citizens. Studies show that people prefer to visit websites when they need to solve an issue, gather information or make a purchasing decision. Yet, what s missing from the online experience is the personal service that differentiates the web experience and guides the visitor to the information or solution that they are looking for. Industry analysts have identified that a new generation of Virtual Assistants (intelligent website avatars) can offer this personal touch. Organizations like IKEA, Orange, Credit Suisse, O2, BskyB, Co-Op Bank and HSBC have implemented a Virtual Assistant to harness the benefits it can bring to their online services. An online Virtual Assistant will help you dramatically improve the levels of customer service and provide valuable customer insight, whilst significantly lowering costs. The key to a successful web or mobile assistant is its delivery of intelligent interaction with the customer that is specific to them and fulfils their enquiry. Our virtual assistants are capable of holding humanlike intelligent, two-way conversations using natural language. It enables you to improve the customer experience by helping visitors to your website or mobile application to find the information they are looking for faster and easier than ever before. Research shows that the majority of customers visit a company website first before ringing a call centre. Enabling your customers to find the answers they require quickly online means one less call to your call centre and a happy customer, likely to use this service again. Our clients typically benefit from savings of more than 25% by using our intelligent virtual assistants. But that s only the beginning of how a web assistant can transform your customers online experience. Intelligence means that they have the capability to interpret and understand what your customer is asking. In a sales situation our virtual assistants provide the perfect way to upsell or cross sell in a relaxed and non-intrusive manner. Alternatively, you might want to have a web assistant that is internally focused, helping your own staff find the information they need to serve customers quickly and accurately. In organizations where complex product sets or high staff turnover is normal, an internal web assistant can also help support training, in addition to ensuring that only correct information is given to the customer. Virtual assistants have proved to add value in multiple business areas, especially in Customer Service and online sales.
Deliver a Better Service Online Research shows that a desire for immediate information is driving consumers online to find the answer to their queries and on to a competitor s website if they can t. Intuitive, helpful and expert, our intelligent virtual assistants can dynamically interpret, understand and respond to online customer requests for help or information. Instead of having to navigate to pages buried deep in complex website structures or searching endless FAQ lists, customers can explain what they want in simple, natural language terms and get an expert answer, every time. It will also help your customer to complete associated documentation and applications on-line. Reduce Calls to Your Contact Centre Your Virtual Assistant can deliver first-time resolution rates of 85% and above, so your customers will love your web-based assistant and regularly return to them any time they have a question. Perfect for troubleshooting common problems, helping with account administration and providing general advice, your virtual assistant will enhance your customers experience online. You ll appreciate the typical inbound telephone call reduction of between 20-25%, which not only relieves pressure on an overstretched contact centre and employees, it offers significant cost savings too. Help Your Own Staff Answer Queries Faster Used internally on an intranet, virtual assistants can frequently improve the productivity of the call centre itself by taking advantage of the speed in which the virtual assistant can provide an answer to a query. Research indicates that employees who use their virtual assistant can find the answer 65% faster than colleagues not using the technology. The virtual assistant s knowledge base can also be used by new recruits to provide accurate answers to customer queries. Providing your employees with a system designed specifically for them has significant impact on employee engagement and even reduction in attrition. With an intelligent virtual assistant as part of your customer service team you can deliver the kind of service your customer expects with ease To learn more about how our virtual assistants can help your company improve service to customers and employees, increase sales whilst reduce overall costs contact Cintemat.
Virtual Assistant Linked products and Multi-channel integration solutions Live Web Chat - We can deliver a solution that makes it possible for your service agents to communicate with your website visitors in real time. Live chat is an increasingly popular tool for providing customer support and online service and is useful to encourage customers to make your website their first port of call where they can use Chat to provide an online conversation with one of your service agents. Like Virtual Assistants, Chat also saves you money; customers using it are typically saving between 20-30% on the cost of answering a customer interaction over the phone. Chat can be integrated with our other delivered solutions, like Virtual Assistant, you can now combine both virtual and live chat conversations to encourage customers to start their inquiry with the Virtual Assistant, If the Virtual Assistant can t provide a conclusive solution, or as a business you would prefer a specific type of query to be answered by a Live Assistant the conversation will be automatically transferred to a live customer service agent. The virtual assistant can integrate with your systems to choose the next free agent best qualified to deal with the inquiry, introduce them to the customer and pass on any relevant chat history ensuring there is no need for your customer to repeat their enquiry Social Media - Cintemat through systems supplied via our technology partner can help organisations take on and overcome the challenge of responding to vast numbers of social feeds in an intelligent, informed manner. There s no doubt that as the social web continues to grow, more of your customers are turning to social platforms, such as Twitter and Facebook, with their customer service issues. By listening and responding to these queries you can provide a level of customer service that drives passionate levels of customer loyalty. But this is where the problems start; how do you scale up your customer service to handle this new challenge? By searching through aggregated social media content for keywords, we can deliver NLI technology that understands the sentiment and context behind the comment and respond appropriately, for example providing a personalized reply, a link to a website or a telephone number. The Social Media platform can be tailored to ensure only the right messages are sent out, with others being added to a review list for authorization. Social Media can also be used to deliver your Virtual Assistant as part of your social strategy for example embedded into your Facebook page, Twitter feed or other social media network from where they can interact with your customers, offering advice on your services or products and even taking your customers back to your website to purchase.
e-mail Optimisation - is the use of intelligent web contact analyses tools to accurately interpret the meaning of an email inquiry. Technology can be used to understand what is being written as the customer types it in, providing answers before they even click send or submit. The applied technology appearance looks like any other ordinary contact form that you see on the Contact Us pages of websites: a familiar format that your customer will be happy using. But working quietly behind the scenes is the Natural Language Interaction (NLI) engine, interpreting the user input and advanced algorithms to generate a useful and helpful answer as soon as the question becomes clear and, most importantly, before the send button is clicked. Customers expecting a long wait before getting a response to their email will be amazed at how quickly their issues are resolved. Surprise and delight your customers by resolving their queries immediately no waiting for an email reply. No need to switch channel your customers queries are resolved on the website without them having to change to email or phone. Save money every enquiry answered automatically within the contact form is one less email that needs handling by a live agent. Immediate results delivers cost savings with the very first answer that is added Integrates easily with your website and adapts to your branding. Customer Analytics and Insight - What are the most frequently asked questions by your customers? When they look for information, what s missing? Is your website working for them does it navigate naturally? How often do they come looking? What more can you do to make sure your business provides a great customer experience, every time? Cintemat in conjunction with our system partners can deliver to your business a fast, powerful analytics and reporting application that gives you valuable insight into your customers needs and behaviour by tracking and analysing customer conversations. Use it to understand what your customers want Find out what makes customers tick Use customer feedback to build more intelligent virtual assistance Rate and improve your performance to meet changing customer demands Research findings taken from What Consumers Want from Online Customer Service, an independent European Research Study commissioned by Artificial Solutions
CONTACT US Ai Virtual Assistants & Multi Channel Integration Peter Rowbottom BA (Hons), DMS Sales & Service Director Mobile: 07951 110561 e-mail: peterrowbottom@cintemat.com Digital Channel Integration & Project Management Lee Phillips Associate Partner, Digital Channels Integration Mobile: 07540 540935 e-mail: leephillips@cintemat.com Contact Centre Optimisation Dean Cutler Associate Partner Mobile: 07772 546838 e-mail: deancutler@cintemat.com www.artificial- Virtual Systems Provider solutions.com Artificial Solutions has been widely recognized by industry bodies, including independent industry analyst Gartner who positioned the company as a visionary in its recent Web Customer Service Magic Quadrant 2011. Copyright Cintemat Ltd 2012. Registered in England & Wales - Company No. 09079616