Tecnologías de voz y banca conversacional, el siguiente paso hacia la transformación digital

Tecnologías de voz y banca conversacional, el siguiente paso hacia la transformación digital

La banca privada ha entendido cómo las tecnologías de voz siguen potenciando la fidelidad de los clientes con el banco, gracias a la integración coherente entre el toque humano y la automatización de los servicios. 

Una investigación realizada por Digital Banking Report encontró que el 75% de las instituciones financieras consideraron usar la inteligencia artificial conversacional, los datos y el análisis para acercarse más a los clientes a un nivel masificado sin perder la personalización de los servicios.   

Así fue como 2020 nos demostró que la combinación entre tecnologías de voz, AIC y equipos humanos de trabajo capacitados, representa una oportunidad concreta para que los clientes ‘tengan todo el banco en sus manos’ sin necesidad de visitar la sucursal física.

 

La banca conversacional sigue aumentando su alcance

 

Como consecuencia de la nueva normalidad, la banca conversacional tiene como objetivo replicar el toque personal del apoyo presencial y fusionarlo con las demandas de la era digital.

A su vez, este nuevo modelo de negocio, permite que los clientes tengan una visión global de su patrimonio y respalden sus desafíos personales en cada etapa del ciclo de vida, aprovechando el reconocimiento de la lealtad, la proactividad y la experiencia humana.

Desde esta perspectiva, la entrega de servicios financieros se ha convertido rápidamente en un negocio de experiencia: donde las herramientas se adaptan a un enfoque en la comprensión de la entrega de mejores respuestas, de modo que los usuarios, la empresa y la marca se conviertan en un ‘todo en uno’.

En respuesta a esta nueva dinámica, los IVR conversacionales o los asistentes de voz han reducido el tiempo de espera del cliente en un 92% y han aumentado la resolución de la primera llamada en un 80% para seguir el ritmo de la transformación digital.

 

El futuro próximo de la banca está cargado de experiencias más unificadas, empáticas y rentables

 

Juniper Research predice que el 90% de las interacciones en los bancos se automatizarán para 2022 mediante asistencia virtual potenciada con AIC. La investigación también sugiere que se pueden lograr “ahorros drásticos de costos” en el sector bancario.

¿Hasta qué punto la experiencia de los clientes puede inspirar la transformación digital cotidiana, fortaleciendo la relación con la banca privada, desde un punto de vista rentable?

Para dar respuesta a esta pregunta, elegimos las tres principales razones para apoyar la transformación desde la perspectiva conversacional y la ayuda de las tecnologías de voz.

 

La implementación de asistentes de voz beneficia a los servicios financieros por:

 

  • La reducción de costos:

    Ya que manejan de manera efectiva las solicitudes comunes de los clientes que reducen los costos operativos. 

Las empresas gastaron casi $ 1.3 billones para atender estas solicitudes y los asistentes de voz pueden ayudarlo a ahorrar hasta un 30% .

  • La reducción del margen de error en cada interacción:

    El trabajo manual aumenta el riesgo de errores que eventualmente pueden representar gastos. Y la banca conversacional ofrece un servicio sin errores y evita complicaciones. 

Por ej. Lili Assistant, está programada con toda la información necesaria para dar respuestas inmediatas, cargadas de detalles que pueden ser obviados a la luz de los agentes humanos. 

  • La fácil escalabilidad:

    En el caso Lili Assistant, los servicios financieros tienen la posibilidad de escalar cada interacción de primer contacto durante horas pico o aumentos inesperados en las solicitudes. Además de tener la capacidad de manejar grandes volúmenes de conversaciones sin afectar los costos comerciales y la relación con los clientes.

 

Es tiempo de enfocar esfuerzos en personas, soluciones tecnológicas y la voz como principal activo

 

¡El siguiente paso es la implementación perfecta!

 

La diversificación hacia otras funciones que van más allá de ayudar al centro de servicio es otro componente principal de innovación dentro de los servicios financieros y es necesario contar con el equipo de personas idóneas que lleven al éxito de cada integración. 

Si quieres hacer parte de los nuevos conceptos de la transformación digital por medio de la implementación de las principales tendencias dentro de la industria, es tiempo de ponerte en contacto con nosotros. ¿Qué estás esperando?

Para lograr que esos beneficios sean tangibles, los bancos deben aprovechar las grandes cantidades de datos personales de los clientes, que representan un activo poderoso. El perfil financiero, actitud digital, comportamiento de gasto, intereses personales, etapa del ciclo de vida del cliente, interacciones en redes sociales, el discurso literal y el análisis de texto a texto son algunos de los conjuntos de datos que puede filtrar y procesar la AIC. 

De esta manera, la combinación de las capacidades del equipo humano para guiar las herramientas y la integración de un modelo de servicio empático se transforman en una experiencia centrada que representa el siguiente escenario normal de banca: comprender el estado financiero de un cliente en tiempo real, y transformar esta comprensión en una gran experiencia en todo momento.

Voice biometrics, for more secure communication channels

Voice biometrics, for more secure communication channels

The innovations in voice technologies during 2020 provided more secure customer service, enhanced voice biometrics in communication channels within the security strategies of companies.

 

Today, voice technologies, suitable as communication channels, have made day-to-day tasks easier. New consumer behaviors are the main component to lead in the new normal.

Now, biometrics aims to be the new standard when out transactions, in this way, it has been the focus of companies that care about the security of their users’ data, since with solutions just a click away, it is necessary to implement anti-fraud mechanisms in digital transactions.

 

The voice revolution and security for digital services

A case study by Sebastián Straneiri, CEO of VU Security in the Ibero-American Virtual Conference on Cybersecurity, confirms this.

Straneiri stated that, in Latin America, cyberattacks and threats increased by 80% at the end of 2020; this situation led companies not only to redesign their communication channels with their users but also to improve their digital security for a better consumer experience.

98% of executives in Latin America think offering security in digital transactions is a priority. And 2 out of 3 of the organizations prioritize Biometrics for access control and identity validation.

 

Voice is the key to safer transactions

Today, advancements in voice technologies make voice biometrics the key communication channel to eliminate the frustration associated with lengthy login processes or lost/stolen credentials, while facilitating access to digital channels in an all-new custom way, applicable to any type of industry.

Therefore, it’s important to support the security strategy in digital consumption. For this purpose, voice biometrics proves to be one of the most successful ways to identify users by their voice, for their protection.

This voice technology is compatible with web and telephone channels, virtual assistants, mobile applications, and more; highlighting its use in IVR-based banking systems, access to websites and networks, phone and digital transactions.

A modern authentication system such as voice biometrics is a vital component of a frictionless customer experience across multiple communication channels, helping to improve customer loyalty and retention.

 

In conclusion

This is one more way to demonstrate that voice has become a potential security measure for fraud detection, capable of keeping companies at the forefront and offering personalized services consistent with the demand of specific needs.

These ‘soft’ benefits, although complex to include in an ROI calculator, are significant to the business case, but here in Vozy we are committed to effectively transforming strategies that involve voice as a major asset.

Voice Technologies: How they are impacting companies strategy

Voice Technologies: How they are impacting companies strategy

Voice is the ideal user interface because it is not certainly a user interface, but part of who we are as humans and how we communicate.

 

As a result of the pandemic, care services jumped onto the digital scene alongside new technologies such as digital assistants which began to automate these processes. The growing concept of the Voice Revolution is searching to stimulate the transformation of business models from voice technology to service experiences.

Toptal, a global network of business, design, and technology experts, has reported that Industries that will invest the most in Voice technology for the next few years are: banking, retail, health, transportation, finance, and education; to get more out of the highly acclaimed Machine Learning and offer services that exceed the expectations of its users.

 

How can the adoption and use of Voicetech take us “into the future” in terms of interaction?

Speech biometrics, speech analytics, and voice assistants are some of the advances that are growing as they promote more productive, natural, and effortless conversations, vital to meeting the demands of today’s customers.

Virtual assistants mostly, have been gaining strength and reached companies to transform interactions with users. Parallel to the increase in the use of voice assistants, and in response to the consequences of confinement, we contemplate a consumer who has restructured their purchasing preferences and interaction with the brands they use in their day-to-day lives.

Inside homes, there are approximately 5.6 useful connected devices to navigate, buy, pay and book appointments in a way that is as comfortable as it is safe.

Related article: With conversational AI we will transform user experiences in 2021

Consequently, to this trend of increasing virtual assistants, the voice will become as important and necessary channel as a website or an app. It will soon become crucial for a company, to have a voice as a channel of interaction to provide the perfect experiences that users expect. Think of the feeling you get when you realize that a company does not have a website, it makes you question its validity and reputation, maybe even dismiss your purchase from that company. Voice technologies haven’t gotten there yet, but they are moving in that direction.

 

According to Google’s recent statistics on consumer trends, 51% of people +55 years believe that using voice assistants is easier to get answers and information than typing on their smartphones. It is essential to consider that the trust that consumers have placed in voice assistants is a radical call to improve business models.

Voice technologies continue to grow

Services available for companies, such as Lili Assistant, are just the beginning of the whole wave of voice technologies. Companies must start to think and create highly digital and automated experiences. This can be achieved by technologies such as voice assistants, as a result, they will offer solutions not only by hand but also by voice.

 

So, are you implementing voice technologies in your company? Learn more about our solutions powered by conversational AI, or contact us and let’s work on improving the experiences your brand offers.

Cloud Communication is the New Way to Communicate

Cloud Communication is the New Way to Communicate

Why being “In The Cloud” is The New Way to Communicate

 
Cloud communication; the quickest way to create and communicate with others. Instead of physically setting up phone systems, everything is now in the “cloud”. This creates a smooth reliable environment between customers and companies all at a low risk. Rather than having separate systems, the cloud provides to store information and communicate in wider aspects.
 

Why is the Cloud the Most Efficient?

Cloud communication is the most efficient amongst other physical forms due to its process of setting up and starting the process of effective communication. For example, the Cloud PBX is a whole different process instead of a normal PBX.
Implementation of traditional PBX would take a long amount of time while being extremely costly. With the Cloud PBX, the implementation takes a few minutes and companies can communicate from everywhere.Not only is routing efficient, but call forwarding, waiting, and even caller ID detection is embedded within the cloud.

Is Cloud Communication the Solution to a Successful Company?

For various reasons, cloud communication can be extremely impactful to the success of a successful establishment.
Here are some to consider….

  • Security

It is important to keep business information confidential, knowing there is 24/7 support for using cloud communication. Also, using cloud base services ensures that the software is constantly being updated including its security measures.

  • Reliability

There is a reliability when it comes to cloud-based services. For instance, data recovery is known to be integrated which is not usually offered with traditional communication services.
All information regarding the customer is stored right away, so you are able to maintain the trust and continue to have a smooth conversation without dealing with dropped calls and delays

  • Flexibility

The idea of being in a call center with a 9-5 hours/schedule can be extremely inconvenient when it comes to certain businesses that are often moving in the course of their work. Using a cloud-based service is offering the flexible hours and have connectivity anywhere.
For most companies, this cost-effective route of using an efficient service can create a successful work environment. This new way to communicate is not just successful within the efficiency and reliability, but this route is extremely profitable.
 
Read more about successful techniques about modern communication here:https://blog.vozy.co/it/advantages-disadvantages-business-voip-choose-right-one

Click to Call is the New 21st Century Marketing Technique|Vozy

Click to Call is the New 21st Century Marketing Technique|Vozy

Why “Click to Call” is The New 21st Century Marketing Technique

 
Click to Call, developed in the 2000’s, is one of the most used marketing techniques for businesses wanting to have. The 21st century is all about the fast-paced lifestyle along with convenience. Businesses want to appeal to this by using methods just like “Click to Call”. With the help of a tool like click to call widget, there is an easier way to adopt the process of having customers reach to a company just by a click.
 

What is Click to Call Widget

The click to call is a button on your website where users can communicate with your company by a single click. This widget brings an interesting reality for the forms of communication in business. You can receive calls from your users that are anywhere in the world. Or users can leave their phone number so you can contact them. This allows your company a higher percentage of sales closing and also a better user experience.
 

The Benefits of Rapid and Cloud Communication

It is important to implement a “click to call” within the company website for multiple reasons including…

High Response:

Click to Call is reaching millions of people so many customers, but the average person owning 3-4 devices, triples the reach, creating a high response. Users can have higher response because they can communicate faster with the company. Also can solve the doubt about the service or product they sell. This means more customers for the company and consequently higher incomes.
 

Higher SEO:

When your company includes a click to call in the E-commerce, the chance of more users using the service will bring up the SEO of the website, helping the company to rank higher if someone was to search that certain type of business.

Economical:

As there is a convenience to others, the company gains an easier financial opportunity by investing into this wide-scale widget. The click to call widget does not have any cost and many cloud communications platforms offer that feature within the cloud phone service. And the feature allows business to give better customer experiences and accelerate sales.

Convenient:

You can suggest from an online chat, to a voice call. Which allows to know your customers and prospects needs. When someone is receiving information or customer service over the phone they feel more comfortable and they tend to trust the company more. The easiness along with human connection starts to become convenient to them.
 

How Does The Click to Call Widget Affect E-Commerce?

The Global In 2017 report indicates that E-Commerce platforms reach 22% of the world’s population, and half of the users that buy through the Internet do so through mobile devices. Many of these users feel distrust when buying for fear of being deceived. Being able to talk with someone to have more information about the product or service increases the closing of the sale considerably.
Not only is this upcoming in the E-commerce, but the marketing technique is starting to grow rapidly. The quick widget is what provides the easy “clickable” feature, slowly helping the company and customer gain trust and convenience.
To take more information about click to call should try the free trial of Vozy.

Sales tips & how to determine sales leads priority

Sales tips & how to determine sales leads priority

Every single lead is a precious pipeline to increase the sales. In the average company, however, 79% of leads are never converted to the customers, and more than 30% are not even contacted by the company at all. It’s unavoidable because the time and labor are limited? No. Take a moment to consider how to make the best use of the limited resources of your sales team. By applying the appropriate strategies on the sales skills and the order of priority, the sales will jump with much less time and effort. Combine those strategies with your business communication skills, and you will soon find the positive change in the sales performance.

4 Tips To Boost The Sales

Response time

Immediate response will boost the contract rate. Insidesales.com introduces the relationship between the responding time and the percentage of leads who answer the calls. They are 100+ times more likely to answer the phone calls when they receive responses within 30 minutes after filling out the form on website. Note that the answering rate decreases dramatically after 30 minutes. The contract rate changes accordingly; if they receive the responses while they are still interested in the company or its product/ service, there is much higher possibility to convert them into customers.

Figure 1: The percentage of sales leads who answer the sales calls & Responding time

In reality, however, the limited resources make it almost impossible for companies to respond to every single lead within 30 minutes. The average time required for the companies to respond is 38 hours. But no worries, there is a solution for this. Later in this article, you will find how to speed up your responding process and the proper way to prioritize the sales leads.

Positive comments brings positive results

One big myth of sales is that talking ill about the competitors makes people choose your company. In reality, it does not work, or even has negative effects on the sales. It is because psychologically people cannot help associating those negative words with you. If you want the leads to choose you, you should spend most of the conversation talking about the benefits of your product, not the shortcomings of your competitors. Additionally, remember to always start the sales conversation with positive comments; it can be anything such as a little anecdote or about the good weather. There is an experiment showing that if a waiter in hotel provide a positive weather forecast in the beginning, the tips from the customers increase by the average 27%. Positive conversations lead you to the positive results while negative comments bring you down.

Patience and persistence

Sales requires the persistence. The average times of calls required to convert a sales lead to a customer is 6. Do you know how many times a sales representative calls to each lead on average? 1.5 calls per potential customer, which is significantly lower than the necessary numbers of calls. Do not give up too soon. Especially a potential customer has the high priority in the lead scoring, always remember to practice the “6-calls” rule.

Go for the emotional side, not for logic

The 4P’s Method says “We buy with emotions and justify with logic.” Try to persuade the potential customers with the emotional appeals, not by logics. They actually don’t care the numeric statistics of your products. If they want your product, they will buy it; and the logic comes after it. The important thing is to make them picture themselves using your product. Main task for you is to make the leads to have the clear image of themselves being satisfied with your product. 

Prioritize Sales Leads

Not all the sales leads are equal; some visit your website by chance but not really interested in your business, and the others are almost ready to purchase your product. With the limited resources, contacting all the potential customers is almost impossible, and also waste of time and efforts. It is very difficult, however, to prioritize and decide which leads to contact, and which ones not. Actually, each sales representative spends the average 40% of one’s time looking for which sales lead to call. You cannot say it’s a smart way to spend time because, as mentioned earlier, the responding time is one of the essential keys to increase the sales. Here are some tools that can help you to objectively determine the priority of the sales leads.

Take advantages of lead scoring

In order to identify the people who are most likely to be your customers, the objective analysis is vital; not the sales representative’s subjective intuition. Setting up the lead scoring on your website is must-do to fairly prioritize the potential customers. The lead scoring works based on the leads’ personal information and the engagement with your website. It will make your job much easier to prioritize the sales leads, and to determine who to call next. There are a number of sales leads platforms offering you the helpful tools to generate and organize the leads. Check each platform carefully and pick the best one for your company’s features and needs.

Analyze the high-converting lead sources

Sales leads is not the only one that needs to be prioritized. The lead-to-opportunity conversion rate is one of the effective ways to determine the proper allocation of the resources. There are various sources of sales leads such as website, customer & employee referral, webinar, social medias, and so on. Therefore you need to make the priority of the sources. By knowing the conversion rate of each sources, you can logically determine which sources should be the main focus.

Prioritizing the sales leads is not an easy task because so many factors affect each others. If you’d like to know more about sales leads priority, Insidesales.com offers an free e-book “Predictive and Prescriptive Selling Guide.” 

Sales is very time-consuming and requires a lot of efforts. You will never ever have enough time or labor in your sales team to deal with all of the sales leads. That is why you need to be a strategist. Applying these sales strategies and prioritizing tips will help your team to maximize the sales with the minimum efforts.