Are you looking for ways to boost your website engagement? There’s one sure way to do that – through virtual agents. It’s a surefire method that is fast becoming popular, backed by the revelation by an IBM survey that 65% of millennials are no longer interested in live agents.
A virtual agent is a tool that uses a virtual character to engage users and servers as a customer service representative. It answers questions, provides information about products and services, and passes customers to live agents.
So how can they boost your website’s customer engagement?
1. By Increasing The Time Spent On Your Site
Its common knowledge that websites that encourage customers to spend more time browsing through their pages increase conversions. The longer a customer stays on your site, the more engaged they are and the more likely they will convert.
A VA is designed to retain customer attention and keep their tab open as long as possible. By asking the customer a series of questions, a VA can help determine the purpose of the visit and lead them through the sales funnel. In addition, the virtual agent can suggest specific information that is useful in placing the customer on the path to a purchase or conversion.
Deploying a virtual agent reduces the bounce rate and prevents users from landing on a page and clicking away before completing the intended purpose.
2. By Improving Customer Service
According to research, millennials prefer solving a problem independently or through self-service. The revelation represented a shifting customer mindset in regards to customer service.
Luckily, virtual agents were there to address the change. They have made it easier for users to access information for the millennials to make informed decisions. And in case a VA is unable to answer a question satisfactorily, they are transferred to a live agent, so customers still have an opportunity to connect with a representative.
3. By Improving Your Conversion Rates
VAs keep users engaged throughout the conversion process in several ways. First, they are designed to ask users if they need help when customers take too long to complete checkout or fill out a form.
You can also program VAs to overcome objections that deter people from making it to checkout. Take advantage of the VA’s capability, and you will start seeing a drop in abandoned carts and incomplete forms.
4. A Valuable Source Of Data
The tools are constantly collecting information in real-time. Virtual agents also act as data collectors and give you valuable insights into your customers’ minds. By analyzing the data provided by these agents, you can assess where you need to make changes to improve customer experience and keep users engaged.
For example, if you notice more questions about site navigation, you could use the information to change the site for a better on-site experience.
You can also gather data concerning the timing of specific questions. Such data is critical in helping you circumvent drop-offs and designing a better site for increased engagement.
5. Improving Response Time
Sometimes, reaching a live agent can be difficult for customers, and they lose patience. Most customers believe it takes too long to contact an agent. For instance, it can be frustrating when customers can’t get through to an agent but need information about the delivery time or shipping. If they can’t get through right away, they may never return.
The need for immediate response is why many companies today opt for a VA. Customers want their questions answered 24/7. And having a VA on your website ensures the customer stays engaged right away.
While VA’s brings a whole different meaning to what we know as engagement, there’s no denying that the tool makes a big difference in streamlining tasks and making the customer experience even better.
Don’t believe us? Try using a Virtual Assistant today and see the difference it makes for your customer retention.