Why 90% of calls are useless and how to use the bot builder correctly
Calls from spammers are perceived negatively by more than 76% of subscribers. Tinkoff Data. 65% of respondents are annoyed by such calls, regardless of whether the call is a robot or a person. And all this is due to the fact that companies simply do not know how to set up scenarios or use the wrong strategy for communicating with customers. And to be completely honest, most companies simply do not have a sufficient culture of promoting their services.
After all, it’s one thing when a robot calls a person to get confirmation, for example, of a visit to a doctor or booking a ticket. And it is completely different when the call is exclusively with advertising, and often a normal database selection is not even made.
Some statistics:
43% of consumers thinkthat the use of AI will increase the number of customer complaints.
According to Salesforce research, 64% of support agents in companies that have implemented chatbots or voice assistants spend most of their time on complex issues and offer customers a personalized experience. In other companies, this figure does not even reach 50%.
Tinkoff Data: 9 out of 10 Russians call spammers and scammers
Any honest business will think they don’t make spam calls. But what does it look like from the client side? Complex issue.
Good and Bad Practices
A good practice for using voice bots is calls:
by prior approval in another way, for example, via email or messenger;
with a profitable offer of a service that the subscriber uses regularly and with pleasure, as in the example above: he takes a lot of loans. But here, too, we strongly recommend that you first obtain prior approval via text communication channels;
inbox, which will be discussed in more detail below.
Bad practice is calling:
with an advertising offer for new services;
opinion polls without prior approval or advertisements disguised as opinion polls.
What does normal sampling mean?
Consider the example of a credit institution. We have a database of a loan broker, in which all clients are sorted by the frequency of obtaining loans. For example, we know that a certain Vasya P. took out three loans last year, of which he has already repaid two. It is logical that Vasya can make another offer that he cannot refuse. An offer with a really approved loan, that is, Vasya will only have to go to the site, click on the offer, and on the same day he will receive the required amount on a credit card.
And now we are calling Petya V., who also took out a loan last year, but one, and has not yet paid it off. What kind of reaction do we expect in this case? Is it worth disturbing Petya with a bot call, or is it still better to send him an email with an offer and a request for a call? It is logical that the second option is suitable here.
It is obvious that a large amount of negativity on the part of subscribers is completely justified, and the presence of a client in the database is not yet a reason to “get” him with super-profitable offers. Let’s see when such calls are appropriate and when not. Let’s analyze the cases in more detail.
Feedback
Feedback is useful for business, no doubt: if, of course, you really use this information, and do not collect reviews for show. But it can be obtained in many ways, and it is absolutely not necessary to disturb this person with a call. Calling for feedback is not always good.
Firstly, it can worsen the client’s attitude towards your company, and secondly, if a person does not want to give feedback, you are unlikely to force him to do so. This means that such calls will not always bring results. Well, or you must get explicit approval in advance for a call after the service has been rendered. You did it? Well, then call. In other cases, the feedback will be purely negative, and rightfully so.
Advertising and polls
Everything is clear here: advertising calls must be pre-agreed through other communication channels. And this also applies to opinion polls. If you are conducting a real, and not promotional, poll, it is not difficult to get a person’s prior approval in any messenger. And sometimes you can conduct a survey in the same place, simply by sending questions.
But it is clear that typing answers is not always convenient, so in most cases, all you need to do is get approval for a voice bot call. And for this, a person must be interested in the survey. As for advertising calls under different “sauce”, they annoy everyone and, strictly speaking, are illegal.
But how then to use voice bots
Believe me, there are many ways. And you can absolutely not annoy customers. For example, embed them in incoming calls. Just provide, please, a transfer to a living specialist, if necessary. See what it looks like in our scripts Voicebox:
Of course, a good script allows you to automate the processing of up to 90% of calls, and sometimes even more, but … a person should always have a choice. And there should be no dead-end branches when the dialogue ends with a hang-up without a positive result for the client. At the same time, it is worth promoting voice bots and explaining to people why communication with them is often more convenient.
Take, for example, the selection of railway or air tickets. Here, a person will simply save time by communicating with the bot. The main thing is that the robot is properly configured. And then booking a ticket will take a matter of minutes, because the robot will give out all the necessary information at once: it is connected to the database and it does not need time to search (well, not required by human standards). And a live operator first needs to drive in a request, find an answer, and only after that he will be able to voice it to the client.
Voice bots are good for processing orders in online stores, and for receiving calls from various organizations. For example, we do utility operators and bots for clinics.
The latter accept requests for a call from patients and answer questions about doctors’ appointments. Moreover, we always leave the opportunity for a person to quickly transfer the dialogue to a live employee. But in many cases, this is no longer required, since the robot does an excellent job with the call.
As for outgoing calls, we have already given examples of correct calls above. If you call without prior approval or for the convenience of the client, be prepared for negative comments about your company, which will be completely deserved.
Instead of a conclusion
The reason for subscribers’ dissatisfaction with voice bot calls is the insufficient competence of those who are trying to promote their services in this way. Nowadays, even calling friends on a mobile phone can be perceived as an invasion of personal space. What can we say about promotional offers that are made in this way?
Today, many instant messengers have been created for communication, there is e-mail, while authorized mailings do not cause rejection, since they do not cause serious concern to people. And if a company wants to use voice communication channels, it needs to get the explicit approval of the client, otherwise such calls can be legitimately interpreted as spam. Therefore, use bots where appropriate.
