The essential tools for good customer relations
If you've landed on our site, it's because you're interested in customer relations, and are looking for high-performance tools to improve customer satisfaction, reduce the management of unhappy customers, or help your employees in their daily tasks of responding to customers.
Whether you're in the BtoB or BtoC business, knowing and understanding your customers quickly is an important lever for winning over new customers and retaining existing ones.
Boosting customer relations allows you to act on 3 levers:
- Your prospects' satisfaction: to increase your sales, generate more leads and conversions
- Customer satisfaction: which will enable you to reduce the average handling time (AMT) of your incoming calls.
- The satisfaction of your employees: an eminently important criterion for helping your customer service department in its daily tasks, and benefiting from the famous concept of symmetry of attention and management by care.
We're going to show you how to effectively modernize your tools, starting with the classics: CRM and a customer relations department. Then we'll show you how callbots can maximize the efficiency of your customer service.
CRM: a tool for winning new customers and building loyalty
The basis of any customer relationship is organized around 2 things: the individuals who work in the company and the tool that centralizes the relationship between customers and the company: the CRM.
This Customer Relationship Management software centralizes all data and exchanges between your customers or prospects and your company.
CRM is therefore just as much a tool for winning new customers as it is for building loyalty. It enables you to create a seamless relationship with your customers, carefully recording all interactions. In this article, we'll look at how this information can improve your customer relations.
Zaion callbots are designed for easy integration with the market's leading CRM systems. The open interface makes it easy to integrate third-party data from your business tools.
A call number and contact form
A well-managed customer relationship is based on regular exchanges at different stages of the relationship.
At the prospect stage: a well thought-out contact form will be your best tool for getting the relationship off to a good start. Companies that regularly publish white papers have understood this, as they exchange customer knowledge (your data) for knowledge on a subject that interests you (white paper).
The contact form must therefore be easy to use and fill in, so as not to leave the prospect out in the cold.
Once a relationship has been established, it's time to build loyalty. This is where the "telephony" lever comes into play. The telephone remains the central tool in the user experience. That's why it's so important to work on the quality of your telephone relationship.
Because it helps build loyalty and win new customers (like CRM), the telephone helps establish a relationship of trust by developing interaction based on empathy and active listening.
Objective: customer satisfaction and answers to users' questions and problems.
A must-have for customer relations: the callbot
Now that we've reviewed the basics of customer relations, here's the tool that can enhance them and bring out their quintessence: the callbot.
The callbot is the contraction of call and bot, and is an automated software program that improves the management of incoming calls. The callbot is software capable of understanding the caller's intentions in NLU natural language and providing a precise response according to the context.
It's a particularly interesting tool when you want to put voice back at the heart of customer relations.
Unlike many chatbots on the market, which simply transmit information previously entered into their database, our callbots benefit from machine learning. This leverage enables callbots to gain intelligence and performance over time.
At Zaion, our callbots are also equipped with cognitive capabilities that enable them to analyze caller behavior and better guide them through the customer journey. This customer relations tool enables the automation of numerous use cases that drastically improve the work of your customer relations team: categorizing telephone calls, taking the needs of unhappy customers into account, unclogging incoming requests, crisis management...
Examples of possible use cases for a callbot :
- Certificate reissue, claims tracking, FAQ & policyholder area;
- Balance consultation, bank card assistance, contract life ;
- Consultation of latest reimbursements, assistance in customer area, sending of quotations;
- Housing application, housing certificate, incident report ;
- Product information, order & delivery, customer account.
These use cases are of interest to companies in all sectors: e-commerce, banking, insurance, industry, telecommunications...
FAQ to provide a first level of non-contextualized answers
Frequently Asked Questions is a simple tool for reassuring your prospects and customers. They can be found in various places on a website and/or on "1st generation" bots.
The FAQ should simply answer the questions most frequently asked by your customers and prospects. Here are some examples from different sectors.
- How do I republish a document?
- How do I report a claim?
- How do I stop payment on my credit card?
- How do I track my parcel?
- How can I check my latest reimbursements?
- How do I submit and track my housing application?
These use cases are of interest to companies in all sectors: e-commerce, banking, insurance, industry, telecommunications...
FAQs are also a useful way of chatting.
Ready to get started? Our teams will support you on a day-to-day basis as you deploy, get to grips with and continuously improve your new conversational agent creation tool.
