Chatbot and phoning for customer relations: what to choose?

The chatbot and phoning have quickly become two essential elements to take into account to improve digital customer relations. One will focus on new technologies offering a precise response in a few words but limited in terms of action, while the other will focus on slower processing, but more rapid and precise complex requests. In this article, find out which element to choose between the chatbot and phoning to best improve your customer relations.

The advantages of a chatbot in customer relations

Today, chatbots are one of the essential drivers for transforming the customer experience in online help provided to users. Among the customer relations tools that have radically changed the user experience offered by customer services, chatbots are winning the race by a large margin.

A chatbot is an interactive and automated tool that automatically simulates a human conversation.Their role is important in terms of customer service.Chatbots rely on company knowledge bases to transmit information and maintain conversations. They then have several advantages for customer relations, in particular:

• Practical and conversational: they are able to exchange in a natural way and strengthen the link between customers and the brand. In addition, they bring a positive, memorable and personalized touch through conversation to improve the customer experience.

• 24/7 availability: The chatbot provides users with immediate assistance regardless of the day or time.

• Offers multilingual service: You can program your chatbots multilingual so that you can respond to international customers.

• A tool in constant evolution: thanks to artificial intelligence and machine learning, chatbots learn continuously thanks to training supervised by humans, based on data processed during each interaction. The knowledge of the bot can then grow over time.

• An effective solution: the chatbot optimizes customer support workload so that teams can focus on needs requiring human intervention. Customer service costs are then reduced thanks to chatbots.

• An impact on sales: certain advanced customer service robots will be able to help customers make a purchase, advise on an offer or make a reservation. These actions considerably increase consumer actions, reassure them and eliminate obstacles to purchasing.

• Improved customer satisfaction: customers are increasingly impatient and more demanding, particularly in terms of responsiveness. Chatbots then respond to these new expectations by providing instant responses and thus improve customer satisfaction and the customer experience.

The chatbot will then humanize the customer experience by saving advisors time by offering a personalized service to customers. Also, the chatbot allows multichannel accessibility: web platform, voice call, application and social networks, etc. This allows the customer to use the channel they want without being forced onto another unwanted channel. This flexibility improves satisfaction from a consumer perspective.

Creating messages for chatbots that interpret customer desires and support them throughout their purchasing experience then generates leads that might otherwise go unnoticed.

The advantages of telemarketing in customer relations

Telemarketing refers to distance marketing and represents all the strategic communication tools that are used via the telephone to inform and maintain commercial relationships.

Although this tool has been used by many companies for years, it remains very effective in commercial prospecting and has many advantages:

• Immediate time saving: telemarketing facilitates exchanges between your company and your prospects/customers. Now your sales teams can get all the information they need to move forward in the sales journey, without having to physically travel. On the other hand, your prospects/customers can also have answers to their questions and thus move forward more quickly in their purchasing decision process.

• Save money: the cost of traveling is more expensive than calling your prospect directly. Telemarketing then allows the salesperson to save travel costs.

• Humanism and personalization: telemarketing establishes direct and personalized contact between the telemarketer and his prospect/client. Unlike other communication channels, telemarketing will allow you to target and directly reach the right target. In addition, verbal communication gives you other advantages such as the perception of emotions or the possibility of reacting spontaneously to the needs or requests of prospects.

• Simple and quick to set up: if you want to streamline exchanges between your business and your prospects/customers to promote a better consumer experience, telemarketing is a really good option to consider in your commercial strategy. You will be able to become more responsive, and thus maintain all your chances of converting your prospects or retaining your current customers.

• Wide geographical area: problems related to the distance of your potential customers disappear. The phone allows you to cover a very large geographical area and therefore to reach any target.

• Measurable immediately: the advantage of telemarketing is that it allows you to directly measure the reach of your actions. The results are immediate, quantifiable, and allow you to improve quickly.

Customer relations by telephone are essential in an acquisition strategy. However, it must be accompanied by effective processing of the information collected to have good follow-up of the prospect/customer in the sales process.

How hipto can help you generate leads through chatbots and telemarketing?

At hipto, we create advertising devices allowing us to generate leads from social networks without having to explicitly mention the client's brand (unless they ask us to do so). We therefore offer a unique lead generation solution on the market combining the power of social media audiences with innovative conversational technologies with the aim of collecting as much relevant data as possible to help sales forces convert leads more easily and quickly.

When a prospect clicks on one of our advertisements, they will instantly be redirected to a conversational mechanism which will create a hyper-personalized experience in the sales process thanks to multiple questions.

Our system allows us to collect information allowing salespeople and telephone advisors to build a subscription offer that perfectly meets the needs of the person contacted. This system makes sales easier and saves considerable time in the conversion tunnel. Note that the leads sent to customers by hipto are opt-in leads, meaning that they have all, without exception, given their consent to be called back by the sales forces.

We do not stop at simply creating a collection system. Unlike the majority of LeadGen players, as soon as a new client is onboarded, we provide support to salespeople and teleconsultants by providing them with comprehensive training: well-rehearsed arguments, advice on the best posture to adopt during a telephone call and technical sheet of best commercial practices.

To summarize, the telephone and chatbots are complementary and together allow complete optimization of the customer experience.

At hipto, we are constantly refining our Conversociads© lead generation solution to guarantee you better commercial performance. A need? Contact us:

• contact@hipto.com

• +33 1 76 39 06 68

Sources:

• Smart Tribune

• Professional alternation

• CM

• Call Center Guide

• Reed Exhibitions

• Strength Plus