This fear is far from being founded in truth. In fact,
Don’t worry about how is affecting the job market – embrace it. LivePerson, a leading technology company making new waves in the world, is helping brands leverage technology to engage with their customers virtually. Through the use of , client support jobs are becoming more conversational and more essential.
Since the onset of the pandemic, brands have relied almost solely on virtual communication to communicate with their customers. But no one wants to wait on hold, listening to elevator music while trying to resolve an issue or process a return. Bots are swiftly becoming the new standard in customer engagement, offering brands a new, more efficient way to connect with their consumers.
Your first thought may be that is taking over these types of client support jobs, but really it’s only improving them and making the role more significant to brands. Here’s an example: remember how the COVID-19 pandemic picked up right at the beginning of wedding season here in the United States? This was difficult for many brides and wedding-centric brands.
For example, LivePerson created a bot for the brand David’s Bridal to help them connect with consumers and forge meaningful interactions. The bot named Zoey helped filter and sort client requests so that human customer engagement representatives could provide the best help possible. It also expanded call center employees’ capabilities as they were able to learn how to manage the customer experience through a new technology. Artificial intelligence works together with employees to promote customer satisfaction by reducing the length of wait times, and providing the customer with an immediate response to their inquiry.
Customers ultimately want ease of use and immediacy of response when connecting with brands online. They don’t want these interactions to be cumbersome. Perhaps a consumer wants to get a status update about an order, or perhaps they want a customer engagement representative to explain the steps for rebooting a system.
Bots help customer engagement teams connect with customers in the most meaningful way by filtering out questions that are easiest to answer and leaving more time for representatives to connect directly with customers who have highly complex requests.
As another example, LivePerson created a system for GoDaddy that helped them promote customer satisfaction before and during the pandemic. Through a thorough analysis, they found that they were missing opportunities for customer engagement because they could not offer their customers guidance via the web. This in mind, they worked to create a conversational system that helped filter out smaller requests from more complex ones.
The technology quickly proved to be a success. The company witnessed 200% in monthly and YOY messaging contacts, which led to a 52% increase in revenue per YOY contact. Ultimately, this led to the overall success of the customer engagement team because they were able to cultivate meaningful relationships with customers and focus on those high complexity, high value interactions instead of the ones bots could handle on their own. […]