The trend towards the service economy is progressing steadily. For companies, this means that customer loyalty is no longer secured solely through their products but through comprehensive services that extend far beyond the purchase of the products. Discover why effective customer communication is key for businesses today and which tools are essential for delivering modern customer service.
Many Companies Need to Rethink Their Service Standards in the Digital Age
The bar for effective customer communication has never been higher. Customers expect quick responses and personalized interaction across multiple communication channels. They are less willing to tolerate long wait times and generic responses. Companies that fail to deliver or exceed the necessary service standard risk losing customers to competitors. Customer service and communication are increasingly becoming critical competitive factors.
Challenges in Delivering a Modern Customer Experience
For rapidly growing companies, it often happens that service capacities do not scale quickly enough, leading to delays in handling customer inquiries. CRM platforms with scalable automation tools for customer communication often provide relief.
Service-heavy business areas like customer service and sales are under pressure to implement modern communication strategies and the necessary technology. The goal is always more efficiency, which leads to lower costs and increased customer satisfaction.
The Most Important Tools for Modern Customer Service and Automation
Below, we explore three essential tools that are indispensable for modern, scalable customer communication: chatbots, voicebots, and template-based text creation. Together, these tools lay the foundation for efficient customer communication within a modern CRM strategy.
Chatbots in Customer Service: Benefits and Applications
Chatbots allow customers to communicate with an AI-powered system. The clear benefits: chatbots are available 24/7, eliminating waiting times, and can often handle issues quickly and conclusively.
Today’s chatbots can even process more complex customer inquiries accurately. They are connected to various systems and databases, drawing the necessary information to understand and solve many customer problems.
Voicebots and Their Role in Modern Customer Interaction
Voicebots recognize speech patterns and communicate with customers via voice. Ideally, the interaction resembles a natural conversation, where even dialects and mispronunciations can be recognized and processed. From a technical perspective, the requirements for voicebots are higher than for chatbots: no caller wants to wait several seconds for a response.
Development efforts focus on reducing latency times. If this is not possible, the voicebot informs the caller about the wait time, for example, when databases need to be accessed. The sound of typing may even be played to signal that the process is being handled naturally.
Faster, More Efficient Customer Communication with Chat and Voicebots
Chatbots and voicebots can handle simple and repetitive service cases without human intervention. For more complex inquiries, they can record details, check for plausibility, and accurately classify the reason for the call. The inquiry can then be passed to a human service agent, who can often quickly provide a solution rather than gathering basic information from the customer.
Automated Text Creation: How AI Tools Revolutionize Customer Communication
Some service issues cannot be fully handled by chat and voicebots. For example, in contract negotiations, legally secure communication may be required. In these cases, communication must be reviewed and approved by a legal or expert department.
Predefined text blocks are helpful here, which can be selected and combined depending on the specific case. Since the number of text blocks is theoretically unlimited, a business logic narrows the selection and makes them available for the specific case. This allows offers, complaints, or other complex, legally binding documents, such as damage reports or exposés, to be created easily, personalized, and automatically.
COViS Solutions for Modern Customer Communication at a Glance
COViS offers a range of proven and powerful solutions for modern customer communication: from optimized customer management with automated customer journeys in Salesforce to specialized solutions for various areas of customer interaction.
COViS Chatbots
For many years, COViS has supported organizations in developing and operating chatbots. These are now indispensable, particularly when managing a high volume of similar customer inquiries, such as with large logistics service providers.
Chatbots handle thousands of customer inquiries daily, relieving the burden on service staff. Many inquiries can be fully resolved by the chatbot, and in more complex cases, the chatbot forwards the inquiry, complete with all relevant information, to a human colleague.
The Parloa Voicebot
The COViS partner Parloa provides a powerful voicebot capable of recognizing human speech, quickly and easily trained using AI technology, and proving its effectiveness daily in numerous applications. The results are surprisingly realistic: callers are supported competently and without language barriers in their respective language.
Bettertext
With the Bettertext text automation tool, COViS also offers the ability to create texts, documents, and emails using templates and send them to customers. Whether dealing with complaints, offers, or other complex documents, Bettertext delivers automatically generated, personalized, and legally compliant documents.
Conclusion – Digitized Customer Service as a Central Success Factor
The benefits of automated customer communication are undeniable. Chat and voicebots are increasingly accepted by consumers due to their now very high quality, and they are becoming essential tools for companies to quickly and effectively handle a high volume of customer inquiries.
Companies should design their systems to meet customer needs while offering the option of human assistance when necessary. Reservations about automated customer communication still exist, especially among customers. It is crucial to balance customer proximity, efficiency gains, and cost savings elegantly and with as few friction points as possible.
Our team is happy to advise you on all questions related to modern, technology-driven customer communication and help you find the best strategy.
