Managing telephony within companies is not an easy task, especially for professionals who have to handle a lot of phone calls on a daily basis. To simplify the task while providing an excellent service to customers, more and more companies are opting for the automatic switchboard. Very practical, this solution allows you to ensure a better management of your customer service. Each caller who tries to contact your company can be redirected to the appropriate department or get an answer in real time for calls with low added value.
However, in case of a high call flow, the customer service department is not able to take care of all customers. With a virtual agent like Reecall, each caller is automatically taken care of and, depending on the information they are looking for, can systematically get assistance or be redirected to a support team. It's a system built on technology called conversational AI that offers companies many benefits. We have also published a white paper to go directly to the automation of your customer service.
What is a virtual agent?
Customer service automation has many advantages for a company. In order to adopt an efficient automatic switchboard or virtual switchboard, you need to have a virtual agent. This is a system that is based on artificial intelligence and facilitates the management of the company's phone calls. The software allows you to maintain the conversation with your customers.
A virtual agent like Reecall answers your customers automatically, either by message or by phone call, without the need for an operator to intervene. If the request is too complex, the switchboard software transfers the message or calls to a specialized service. Visit the contact request page if you wish to request a demo of the Reecall virtual agent.
Very practical, the virtual agent can be integrated to internal software such as Zendesk or Aircall or to your company's web page. Customer service will be more efficient and tasks such as reservation management, complaints, recommendation of services or products can be done more easily. The automatic switchboard, when associated with a virtual agent, promotes customer retention. The calls and each message received are well treated, which guarantees customer satisfaction.
Automatic switchboard: the advantages of choosing a virtual agent
Opting for the implementation of an automatic switchboard system with a virtual agent offers your company many advantages. It is a solution that allows you to answer all your calls and ensure that each caller is satisfied.
Personalized attention
The automatic switchboard with a virtual agent helps you to provide customers with a constantly accessible number. Customers can contact your company's customer service department at any time for assistance. Thanks to the integrated software, the caller gets an answer to his concern even when an operator is not available. Regardless of which option the customer chooses, a message conversation or a phone call, the virtual agent provides the information they are looking for.
Constant progress to optimize the efficiency of the automatic switchboard
The virtual agent integrated in your automatic switchboard is designed with artificial intelligence, which automatically detects and corrects the errors that sometimes occur. One of the functionalities of the system is to retrieve data from each message or conversation made by phone call to better respond to future customer requests.
Reduced costs and waiting time
The automatic switchboard with a virtual agent, which can handle all calls, reduces the waiting time for customers. This also means lower costs and an improved customer experience. Long hold times on switchboards are no longer an issue when you have a virtual agent. It is estimated that a company receiving 3,000 calls per month will save one full time per month.
A solution to facilitate the work of the operators
Less complex requests such as appointment scheduling, order modifications or password changes are handled directly by the virtual agent of your automatic switchboard. This simplifies the task of the staff who will only have to focus on urgent calls requiring the intervention of a professional. Clearly, an automatic switchboard set up with a virtual agent like Reecall guarantees results from the start. It's one of the surest ways to keep your customers coming back to you for information or to subscribe to a service.
The criteria for choosing a virtual agent
Virtual agents offer you the possibility to set up an efficient automatic switchboard with a certain availability so as not to leave customers' calls unanswered. By contacting your number, any caller is automatically taken in charge and redirected according to the information he needs. However, not all virtual agents are equally effective. It is therefore important to be careful when choosing your software.
The first criterion to evaluate is the access and integration capacity of the tool. Indeed, to set up an automatic switchboard, it is essential that the virtual agent be accessible from several platforms. In addition to being integrated with your telephony system, the program must be able to ensure the creation of tickets or redirection.
In the same way, during phone calls, it is essential that your virtual agent gives customers precise answers. The efficiency of your switchboard depends on it. Your call bot must be able to inform each caller efficiently. Reecall has been designed to create an efficient switchboard and offer your users an exceptional customer experience.
How to set up an automatic switchboard with a virtual agent?
The automatic switchboard with a virtual agent is a solution that can be used by any company, regardless of its size or sector of activity. However, in order to take advantage of its benefits and improve customer service, you need to know some tips. If you are in the real estate business, the advice given on the Real Estate Reecall page will be useful.
After choosing the software for your automatic switchboard, it is recommended to create scenarios. Depending on your industry, the number of calls you receive daily and your needs, the scenarios to set up may vary. The scenarios will prevent you from losing any appointment or leaving an unsatisfied customer.
It is also important to choose a number that is easy to remember for your switchboard. Indeed, a mnemonic number is an effective marketing lever that promotes customer relations. Insofar as the virtual agent will have to transfer a customer's call to a support team, it is also necessary to be able to trace the subject of the calls and the creation of automated tickets in your ticketing tool (e.g.: Zendesk).
The best way to make an automated switchboard more efficient is to use a virtual agent like Reecall. It is the best solution to make customer service more efficient and to ensure 24/7 availability to your users.
