You've certainly had some experience with a company's intelligent contact methods, and this goes far beyond traditional chatbots. Technological innovations have revolutionized the way we communicate, providing improvements in contact formats such as video, audio, text, and even images, as well as faster connections.
In the business context, these technological improvements have also brought significant advances. One of them is the concept of “omnichannelwhich translates to offering quality across various communication channels. What used to be done only by phone or in face-to-face meetings can now happen through social media, websites, messaging apps, and even with the help of chatbots, robots that understand human language. and they learn from her.
However, being present on all these channels and providing agile, high-quality dialogue is no easy task. That's where automation tools and smart contacts come in.
Throughout this text, you will discover the concept of smart contacts, what they are for, and what their advantages are. Follow along!
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What are smart contacts?
Smart contacts are systems that combine the Human interaction versus that of bots, that is, robots that understand natural language. and they learn from her. This solution is considered a more sophisticated and comprehensive version of all the company's communication channels, especially the digital ones.
You can even save the company's contact to your contact list, just like you would with a friend. When you start a conversation, the bot handles the initial interaction and, if necessary, directs the call to a human agent.
This approach makes it easier to keep the conversation flowing and understand customer needs across different channels, such as WhatsApp Business, social media, SMS, website chat, and other apps.
What are smart contacts used for?
Smart contacts play a variety of valuable roles. And the most important is bringing your brand closer to your customers. They They can be used to clarify doubts, solve problems, identify needs and even the interests of customers..
Furthermore, these contacts allow your company to be present in multiple locations simultaneously, without compromising the quality of service or increasing response times, something fundamental in the age of agility.
It's important to highlight that chatbots not only answer customer questions; they also learn from each interaction, collect information, schedule appointments, and escalate cases to human agents when necessary.
Smart contacts can have various functions, such as:
Ask questions: It answers the most frequently asked customer questions about products, services, prices, deadlines, conditions, etc. It can also provide useful and relevant information about the company, such as address, opening hours, exchange and return policy, etc.
Solving problems: They help customers resolve issues related to purchase, delivery, payment, cancellation, complaints, etc. And, they forward the most complex cases to human customer service or the responsible department.
Identify needs and interests: They analyze customer profiles and behavior, identifying their needs and interests. They also suggest personalized solutions tailored to each customer, increasing the chances of conversion and loyalty.
Schedule appointments: They facilitate the scheduling of in-person or online appointments with the company. In addition to checking the availability of times and dates and confirming the appointment with the client, smart contacts can also send reminders and notifications about the appointment.
What are the advantages of smart contacts?
With increasing market competition, it's essential to constantly seek improvements to keep your company strong and attractive to customers. Intelligent contact systems offer a number of advantages that make this possible, such as:
Ease of contact
Smart contacts can be accessible anytime, anywhere, as long as the customer has a device connected to the internet. They can also adapt to customer preferences and needs, offering different forms of contact (text, audio, video, or image).
Omnichannel presence
Intelligent contacts can be present across all of a company's contact channels, providing an integrated and consistent customer experience. This involves accompanying the customer throughout their purchase and post-purchase journey, sending messages, recommendations, feedback, and offers.
Focus on human-centered care.
Intelligent contact systems can recognize when a customer needs human assistance and transfer the contact to the most appropriate employee. Furthermore, they provide relevant information about the customer and their interaction history to the human agent, facilitating continuity of service.
As you can see, Intelligent contacts are key to transforming business communication, bringing more efficiency and customer satisfaction.By choosing this approach, you are taking an important step towards improving your company's service and competitiveness in today's market. Remember also to value the humanization of your brand to create an even stronger bond with your customers.
If you want to implement smart contacts in your company, contact Matrix, an automation platform that uses tools to create intelligent conversations with your customers. Matrix It's a solution that goes beyond traditional chatbots and can help your company stand out in the market. Speak to our consultant. and create a stronger connection with your customers!
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