Internet users prefer to solve their doubts online and, for the most part, with the help of tools that facilitate self-service: intuitive navigation, search engines and virtual assistants. This is stated by Rudy Bianco, president of Viclone , a pioneering Spanish company in the creation of virtual assistants, who also warns that “when what the user has is a complaint about a service or a product, he prefers that a person listen to him and respond. Come on, let the company show its face ”. New technologies have made the Belarus Mobile Database time factor change. “The more technologies there are, the more immediacy we want things,” explains Rudy Bianco. Thus, solving doubts and concerns of users is becoming the daily bread to sell more. Patience before waiting is inversely proportional to the impulse to buy. “What the user sees today, he wants today. If you have to wait for tomorrow, you may not buy it anymore. “
In short, immediacy and good service are the basis of sales and loyalty, and to grow a company, it is important to focus on facilitating the user’s work. “The user wants to search for himself, and the easier you make it, the more faithful it will be to your brand or your service. If you have a very specific concern, our experience in the sector gives us the data of the need to escalate to a human contact channel. This channel is indispensable. You can’t automate everything, but there are certain things that are unavoidable. “
It is the reflection of Rudy Bianco, who explains that of the more than 500 virtual assistants that they have created in the last 10 years, such as the intelligent chat viCloning , the results have been very clear. “We have success stories of improving the user experience from zero, reduction from the first month of up to 22% in customer service costs and conversion increases of up to 42%.”
Thus, websites, search engines and virtual assistants are perfect tools to offer self-service, but less effective to process complaints. Self-service is very positive to attract, to generate predisposition, to clarify doubts. But to solve problems, it is better to listen to the customer. Only a human can convince another human.
According to studies, the percentage of people for whom it is more important to consult the comments about a product on social networks is more important than its characteristics. If you clarify your doubts and are convinced that the product is the right one, there is a high percentage that you buy it. If you are in doubt, you will not buy it.
In the same way that the user does not want to have a chat conversation for 10 minutes to buy something that he could quickly find on another website, neither can companies have a 24-hour chat service. Even more so when 80% of the Brother Cell Phone List queries are the same. This is what virtual assistants have been created for.
In this context, Rudy Bianco recommends automating everything possible, but never pretending to automate a complaint. “Those, we must take advantage of them, they have to be our strong point. A customer who feels that their problems are solved will be a loyal customer ”.