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A Guide to Virtual Customer Service

For many customer representatives, handling the myriad of customer support topics and answering the same question over and over can be time-consuming. A popular alternative for companies is to implement virtual customer service, which performs all the tasks of a human representative. Virtual customer service uses artificial intelligence to simulate the interactions between a customer and a representative. This specialized type of customer service can come in a variety of solutions, whether from a virtual secretarial service or through a virtual customer support program.

Benefits of Virtual Customer Service

One of the main benefits of virtual customer service is to provide around-the-clock support for your customers. This program can be used to address customer problems and provide quick solutions, freeing up your representatives for more urgent tasks. In addition, virtual customer service solutions are able to perform a wide variety of customer support-related tasks, such as confirmation, managing product inquiries, and addressing returns and exchanges. These solutions can also be used to help customers track their products and inform whether the company has a certain item in stock. Beyond phone customer service, virtual solutions can also be used to provide customer email support.

Another advantage of virtual customer service is the ability to give customers the feeling of personalized, immediate assistance. Virtual customer representatives can chat with consumers and provide the perception of a casual conversation. For larger companies, more sophisticated programs can be implemented to provide customers with quick assistance throughout a website. Virtual customer service is also relatively cost-effective, as companies only need to pay representatives based on the amount of time spent on work.

Tips for Using Virtual Customer Service

Choosing a quality virtual customer service solution is a major concern for both small and large businesses. Providing consistent customer satisfaction is a goal that can be reached with virtual customer service. For businesses and companies making a decision among various types of solutions, there are a number of tips to keep in mind.

Cost:
As mentioned above, virtual customer service solutions can be relatively cost-effective, with programs starting as low as $25 a month. However, for more sophisticated solutions designed for larger companies, the costs can rise to hundreds to thousands of dollars. When choosing a virtual customer service solution, look for whether the technology charges based on amount of customer interactions (chats), or whether there is a monthly fee.

Scalability:
The amount of customer support needed depends on the size of customer base of the company. For companies that are rapidly growing, they’ll need a virtual customer service solution that can scale along with the company. When considering a solution, determine whether additional agents can be expanded at an affordable cost, or whether the program can be scaled to add new users.

Quality:
One of the main concerns of a virtual customer service solution is whether it can provide quality service. In order to satisfy customer demands, the virtual service must be able to adequately answer and address the customers’ concerns. Therefore, companies should find an established solution that possesses years of experience and a large client base.