An Intelligent Virtual Assistant for your Website
Web self-service should be a competitive differentiator, not a detriment. Unfortunately, companies are discovering the hard way that not all solutions are created equal.
While your company may have invested a great deal of time and resources in perfecting the design and content of your site, you can’t easily control how your visitors enter it. A guest’s entry point may not provide an intuitive path to the information they want and need. After a couple of clicks, the likelihood they’ll abandon your site for a competitor’s is high.
When customers have questions and opt to use your online self-service tool, you lack control over the responses delivered. So when a customer asks about the item in their shopping cart, they may receive a poorly written, generic FAQ response that does little to help reinforce their purchase. They second guess their decision, which typically results in abandonment.
The search and FAQ-type tools often used for Web self-service fail to increase visitor interest or engagement. They deliver generic information because they don’t have the ability to “learn” about or “understand” an individual customers’ intent or situation. A customer asks a question, the self-service tool delivers a handful of responses, and then the process starts over again.
The whole experience can be impersonal, frustrating and
ineffective—negatively impacting satisfaction, conversion rates
and sales.
It’s a technology problem with a logical solution.
We can help.
By leveraging RealDialog’s virtual assistant capabilities on your website, you’ll deliver the accurate answers and information your customers need—instantly, 24X7—at a fraction of the cost of assisted service.
Visitors enter a question and receive a direct and accurate answer. When appropriate, the virtual assistant asks clarifying questions to understand the customer’s needs. It responds with what they want…the right answer. In addition, it leverages data (customer, product, order, warranty, etc.) from other systems to deliver personalized responses.
Seamless online interactions enhance your customers’ experiences, reinforcing your Web self-service as a convenient and effective alternative to calls and emails. Satisfaction rises. Costs plummet.
At the same time, your customers are empowered to educate themselves quickly and make better decisions. Conversion rates and revenues increase. Abandonment rates decline.
Features and Capabilities
Through an automated “virtual assistant” on your website, RealDialog:
RealDialog delivers a direct answer to a customer’s question, and eliminates the time and frustration involved in digging through long lists of search results or FAQs. Self-service interactions are fast, convenient and successful.
By simply asking a question on any Web page that offers a RealDialog virtual assistant, visitors can get to the specific content and information they need in mere seconds—regardless of where they enter your site, or how deep the content resides.
With its ability to truly understand the meaning and intent behind a customer’s question, and to clarify needs through a two-way dialog, RealDialog delivers exceptionally accurate and specific answers. Your customers receive the right answer, no matter how they phrase their questions.
RealDialog can ask specific questions to uncover and understand a customer’s needs, detect buying behavior, deliver targeted messages, and guide them to the appropriate content and/or products. It can ask the customer about the specific features they seek, their account information, the model number they need, what they are trying to accomplish, or other criteria. It then applies the information gathered to deliver the right response.
RealDialog provides you much greater control over when, how and for whom messages, content and offers are delivered. It can use visitor input, the context of their visit, information on the page they are visiting, and user- and product-specific information retrieved from other systems to determine the best answer, response or offer.
Much like a trusted sales advisor, RealDialog helps potential customers make better decisions based on their specific needs or situation. It can deliver responses tailored to eliminate doubt, reinforce the value of a future purchase, and make cross-sell and up-sell suggestions. It can deliver specific coupons or trackable offers that increase willingness to purchase online or in the store.
Through accurate, consistent and "branded" answers, you’ll earn Web visitors’ trust and build satisfaction—enhancing the success rate of future sales “conversations.” On top of that, you’ll improve brand reputation and positive word-of-mouth through superior online service and sales experiences.
RealDialog enables greater effectiveness, while making your customers feel valued and appreciated through personalized service. You build a high level of trust and satisfaction that bolsters the success rate of future sales "conversations."
Business Impact
As a result, RealDialog:
- Increases customer satisfaction
- Builds trust and strengthens customer relationships
- Increases visitor engagement and confidence in your products and services
- Boosts conversion rates and reduces abandonment
- Drives revenue
- Improves brand reputation through the superior service and sales experience
- Increases positive word-of-mouth/mouse
Next steps:
Download a brief overview of our RealDialog Self-Service solution
View our article from KMWorld's Best Practices: Is it Live—or is it a Conversational Agent?
Download our white paper: Self-Service Effectiveness: Does Yours Measure Up? A short assessment for taking self-service from good enough to great.
Download our RealDialog Self-Service brochure for a deeper dive into RealDialog's capabilities and impact
