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Let Customers Choose Where & How To Talk To You

avatars Automated Self Service FAQ's Forums Chat E-Mail Virtual Agents V-Base Semi-Automated Self Service

When you engage with your prospects and customers on your web site, research has shown that they prefer to stay on the web to resolve their query, or they prefer to use the web as the first place to look if they have a problem. Diverting them to a contact center is expensive and frustrating for them. A lot of customers will give up and look elsewhere for the information they need, usually ending up with a costly visit to your call center, arriving with a heightened level of frustration.

Whether it's from a desk-top, mobile device, or tablet, on your website, facebook page or wherever else you have a customer/prospect-facing web presence, Virtualyty provides an integrated multi-channel platform to manage your prospect and customer queries. Virtualyty offers a configurable set of automated and semi-automated channel options depicted below.

With the Virtualyty platform your prospects and customers can ask a question and the avatar will respond to them using our V-Base knowledgebase to ensure responses are relevant and accurate. Most Virtualyty clients select from the above channel options to create a prospect / customer workflow that facilitates 100% self service, followed by semi-automated channels like chat that involve the assistance of a call center operator in the occasional scenario when the automated channel is unable to provide an answer.

Depending upon our clients resources and Use Case needs, Virtualyty will specify a specific solution from the above Self Service and Semi-Self Service channels outlined above within any prospect/customer facing web property. See our Use Case Summary to get a better sense of the many business scenarios our platform can enhance.

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