A virtual counter clerk as a valuable support

insights · Veröffentlicht am 14.6.2021

Today, customer contacts are taking place more and more on a virtual basis. The days when the majority of bank or postal customers conducted their business with the help of a friendly counter clerk on site are definitely over. Online self-service offerings are increasingly gaining ground and customers are handling their affairs when and where they want, for example via e-banking or the Postfinance app. In most other areas, too, customers are now accustomed to services being available online and being able to obtain them there around the clock.

The virtual employee is available to customers at all times and takes over many simpler standard tasks.

Recently, more and more government agencies and authorities have also recognized the advantages that such digital offerings bring, not only for customers, but also for their own employees and the authority itself. Authorities are increasingly choosing to bring a chatbot on board as an additional employee. The virtual employee is available to customers at all times and takes over many simpler standard tasks that a counter clerk used to do during opening hours, as well as providing information on common questions. This optimizes customer service, reduces the workload on employees, and frees them up for more complex tasks.

The chatbot as virtual counter clark

Excellent customer service is an absolute must today. Customers are more demanding than before and expect fast and efficient service at all times. This applies to service organizations in all industries, both in the private sector and in government agencies. The new technological achievements of digitization have created completely new opportunities to design customer service in such a way that it offers customers positive experiences and delights them with its efficiency and round-the-clock availability. But it's not just customers who derive great benefits from this optimization. The service organizations themselves also benefit from the leaner optimized processes. Targeted automation in responding to emails and around-the-clock online self-service offers are definitely part of excellent customer service today.

Excellent customer service is an absolute must today. Customers are more demanding than before and expect fast and efficient service at all times.

A chatbot as a virtual counter clerk, is the ideal set-up. The chatbot helps customers solve simple standard queries on their own, refers them directly to information on the website, guides them to the right forms, and, if it cannot help itself, establishes contact with an employee who can intervene and provide support in more difficult cases. In this way, both internal and external processes are significantly simplified, and a so-called channel shift takes place: customers use the synchronous chatbot channel instead of calling or writing emails, which relieves employees of many recurring and simple concerns and gives them more time for more challenging cases.

An additional bonus is that such online service offers also automatically improve the image of the authority among citizens.

The chatbot is therefore in charge of the virtual counter 24/7, ensures constant availability, and takes care of the simpler cases, while the employees can primarily solve more complex customer concerns during office hours and provide personal advice if desired and necessary. An additional bonus is that such online service offers also automatically improve the image of the authority among citizens. It becomes modern and efficient and is positively received by customers. This is not only important for companies in the private sector, but also for public authorities, because satisfied customers are always easier customers!

The plan for digitization at government agencies is not new

As early as autumn 2018, the cantons sent out a clear signal in favor of digitization and automation in government agencies and authorities and laid this down in special guidelines for the implementation of this project. The first authorities are already working very successfully in this area and have implemented various chatbots, which have quickly met with enthusiasm among their customers. The latest successful example is the chatbot of the Justice and Security Department (JSD) of the Canton of Basel-Stadt, which cleverly assists website visitors with the sometimes somewhat complex form processes and also navigates them to the right information on the website - automated service offers that are very well received. (Read more about the exciting chatbot project here). The user numbers clearly show that digital communication offerings are desired by public authorities and have a very positive impact on the customer experience. Now, official institutions in all cantons are called upon to do the same as the pioneers among the authorities and explore their individual possibilities for digitization and automation.

If you would like to learn more about the digitization possibilities in customer dialog - especially if you are interested in adding a chatbot to your team as a virtual counter agent, contact us. We will be happy to support you and let you benefit from our great practical experience in this field.

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Dennis is an expert in Chatbots & Artificial Intelligence and is passionate about these because in customer communication they help to significantly improve both efficiency and customer experience.

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