Simone Di Sandro Simone Di Sandro - 14 June, 2024 - 5 ’ read

Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.

Impatience, high standards, and the overwhelming rise of automation are the reason why customer service is not what it was even a year ago. If possible, it’s even more important today than it was before, and in this article you’ll meet a colleague you could onboard to keep up with customer demands.

Let’s start with the basics. I don’t want to bore you with details about how social media, generative AI, and self-service support are changing people’s expectations of businesses. We all know how these tools truly, deeply transformed our society, but this is too broad a statement to sustain without critical thinking. 

How is social media changing what customers want out of your business? What does generative AI even have to do with customer service? Why should you care about people turning to self-service support if you have a great support team covering your phone lines?

Let’s break this down in a few points.

Immediacy leads to impatience.

Instagram, TikTok, and instant messaging- what do they all have in common? They’re fast and interactive. They force the user to keep their eyes peeled on the screen because a new thing pops up every quarter of a second. New content and new inputs are constantly refreshed at the user’s fingertips. 

Research from GWI states that users, on average, spend 2 hours and 23 minutes per day using social platforms. All this time, every day, is spent with an immediate answer to what the user is looking for.

So imagine how these people, who are constantly living on immediate input, feel when they call your company for support or information and have to wait even for 2 minutes in line. If it takes them 3 to 5 seconds to close a tab when the internet is a bit slow, what makes you think they’ll be happy waiting even for a few minutes?

So here’s the first stance of why you should care – people are impatient. Your customer service agents might be the best the world has known, but if they experience a peak calling time and keep people waiting for longer than a few seconds, they will either hang up the phone or think badly of your service.

People want to solve issues on their own.

One of the many things social media and gen AI have in common is they provide answers. 

For example, 64% of Gen Z use TikTok as a Search Engine, and the platform is filled with informational content in addition to entertainment. ChatGPT is becoming increasingly popular for the same purpose. 

In a nutshell, people are getting increasingly used to finding the information they need in self-service, without calling, texting, or asking anyone. This reflects on customer service as much as the need for immediacy does, and the answer to this is providing self-service options when users look for support or information. 

An important disclaimer here is that while people want to do everything by themselves, they still want to know that someone’s ready to catch their fall – so yes to self-service, but also to making sure escalation to an operator is still possible.

First impressions count.

Unless you have a monopoly in the sector your business operates in, you’ll have to stand out in a sea of competitors in a globalized economy, and the first impression will make a difference. 

Forbes states that it takes a prospect 7 seconds to judge a business, and those 7 seconds are often spent in contact with customer service. 74% of Gen Z is willing to spend more money with a company that provides good customer service, and you don’t have much time to prove that you do.

This third point encompasses the first two: since first impressions count, you can’t afford not to have self-service, lose calls, or make people wait for an answer. That’s right, where business is lost.

So what does a business do when it’s time to step up the customer service game? Let’s be honest – there is no one-size-fits-all solution for this, but there surely are some horizontal truths to making customer service more powerful in any business.

That’s why today, I’m introducing you to the Imagicle Virtual Receptionist, the digital twin of a human receptionist who connects customers to the contact they’re looking for through AI-powered intuitive and natural voice interactions, soon available for purchase along with the other Imagicle products.

AI Virtual Receptionist, the first step towards the experience customers deserve.

If you’ve read this far and you’re thinking about those staticky bot voices that can’t understand a thing you say and make it impossible to speak to a human operator, breathe, and settle down because that’s not what we’re talking about.

Think of Virtual Receptionist as a new colleague for your receptionist team — it is eager to learn your tone of voice and improve how it answers to ensure it provides the best experience possible, and you have to teach it. Except that you can give it the voice and accent you prefer, and it sounds human either way. It doesn’t need breaks or time off, ensuring a 24/7/365 service.

It offers the immediacy that people seek, as it answers every call on the first ring, regardless of the time of day. This ensures a prompt and efficient service. 

It enables self-service options, because it can answer all the questions you allow it to, but provides users with a parachute since it’s always possible to scale the phone call to a human receptionist.

It plays a crucial role in creating a remarkable first impression with its human-like, friendly voice, delivering a service that is both timely and efficient. This ensures that every interaction with your business starts on a positive note.

Imagicle Virtual Receptionist will be live in Summer ’24. Want to be notified of it?

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Shape it how you like it

One of Virtual Receptionist’s best features is its customizable nature. Through an easy-to-navigate interface, you can customize it to your business needs, making sure it not only understands what customers need but also that the answers it provides are fully customized to your audience, easy to update, and under your full control.

No waiting, no closed office hours

Virtual Receptionist is designed to eliminate customer frustration caused by waiting times. Whether customers are seeking a busy contact or just need information, Virtual Receptionist promptly handles their inquiries and alerts colleagues about missed calls if necessary. You can configure Virtual Receptionist to be active during specific hours or events or even keep it running all the time, ensuring a round-the-clock coverage of your phone lines with a friendly, human-like voice. 

Speak your customers’ language

For international businesses, breaking language barriers can be a challenge. Virtual Receptionist, however, offers a solution. It allows customers to communicate in their preferred language and receive a localized service. Whether it’s English, French, Spanish, German, Italian, or a combination, Virtual Receptionist is ready to assist. Arabic will also be available in the near future.

A cohesive brand voice for all your channels.

When speaking to an AI receptionist, customers expect not only a human voice but also to recognize the brand they’re speaking to through the bot’s voice. Virtual Receptionist offers a way to choose and maintain a consistent brand voice across channels worldwide, unifying and improving customer experience.

Up and running in seconds, scalable to your needs.

The best part of Virtual Receptionist is how easy it is to set up. No developer skills are needed, the interface is intuitive, and it can be activated in minutes, upsized according to your business needs, and integrated with. Keywords: fast, easy.

Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.

Not only customer experience

Virtual Receptionist doesn’t only improve customer experience. It can also reduce your teams’ workload and allow supervisors to make better decisions faster.

When receptionists are overwhelmed with calls, on break, or out of the office, a virtual twin can answer calls for them, reducing their workload and increasing their job satisfaction. 

On the other hand, thanks to Virtual Receptionist’s robust reporting capabilities, supervisors are empowered to focus on managing their teams, handling critical escalations, and improving strategies. With AI working for them, they have a clear view of how many calls were answered, transferred, received or made outside working hours and more, making them feel in control and efficient. 

To conclude, getting lost in new trends, platforms, and needs is incredibly easy and can become overwhelming quickly. Virtual Receptionist is the first step towards future-proof customer service, where speed, friendliness, and quality coexist. 

Up your customer service game before anyone else.

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