The problem of calls outside working hours and the need for absolute availability

Imagine this scene: a potential client calls you at 8:30 p.m. because you want to close an important purchase, but your office is already closed. You will most likely look for another option before waiting until the next day. In an increasingly competitive and digitalized world, 24/7 availability It is not an advantage, it is practically a requirement for survival.

The calls outside of business hours They represent an opportunity that many companies miss. Not responding means losing sales, damaging brand image and, in some cases, causing frustration among loyal customers. And the reality is that few businesses can afford to keep human teams working all night, on weekends or on holidays.

This is where technology comes into play: virtual assistants and the chatbots have arrived to transform the way in which companies manage their communication, guaranteeing a absolute availability without needing a human being on the phone or chat at all times.

What is a virtual assistant and how do chatbots work?

Before continuing, let’s do a little review. A virtual assistant is a program that can perform customer service tasks, administrative management, appointment scheduling and much more, all automatically and without direct human intervention. It’s like having an extra employee… but who never sleeps or takes vacations.

For their part, the chatbots They are programs designed to chat with users automatically, either through text or even voice. They work through predefined rules or artificial intelligence, allowing them to interpret questions and offer accurate answers instantly.

The combination of both technologies allows a business to be “open” 24/7 and serve its customers no matter if it is day or night.

At Fonvirtual, for example, they offer solutions chatbot that allow you to respond in real time and manage requests without the need for human agents out of hours.

Benefits of using virtual assistants and chatbots for after-hours care

One of the main benefits of having a virtual assistant o one chatbot is to guarantee a 24/7 availability real. Customers will not have to wait until the next business day to be served, significantly improving their experience and increasing satisfaction.

In addition, chatbots help optimize resources. Instead of paying an entire team to cover night shifts, you can implement an automated system that provides basic support, manages reservations, answers common questions and even channels more complex problems that require subsequent human intervention.

Another point in favor? The speed of response. Chatbots respond immediately, without waiting times. And if they are well designed, they not only solve simple issues, but can also keep conversations flowing and natural, making customers feel like they are really heard.

It should also be noted that automated service allows important data to be collected: customer interests, behavior patterns, preferred contact times… All this information can be used to continuously improve services.

At Fonvirtual they understand these benefits perfectly and have explained very well how the chatbots for customer service They are revolutionizing the sector.

Use cases for virtual assistants and chatbots in managing out-of-hours calls

There are sectors where out-of-hours attention is critical. Think about medical clinics, emergency services, hotels, e-commerce platforms, consulting firms, law firms… In all these cases, clients need quick and effective attention.

And chatbot you can, for example:

• Confirm or modify a medical appointment at 2:00 a.m.
• Answer queries about room availability in a hotel.
• Manage the purchase or return of products in an online store.
• Take note of technical incidents and refer them to the corresponding department.

And if the query is too complex for the chatbot to resolve on the spot, it can take all the relevant data and leave it ready for a human agent to handle on the next shift.

Implement solutions such as Fonvirtual’s automated chatbots, which you can learn about in their specialized article, can mark a before and after in your customer service.

Tips to get the most out of your virtual assistant or chatbot

Although technology advances by leaps and bounds, the success of a virtual assistant the chatbot It doesn’t just depend on its implementation, but on how it is used. Here are some practical tips:

• Frequently update content: Make sure the bot handles the latest information on products, schedules, company policies, etc.
• Customize responses: A warm and empathetic message can make a difference. Use the client’s name if possible and avoid generic answers.
• Clearly define the chatbot’s tasks: Don’t overload the bot. Make it clear to customers what you can and cannot do.
• Always offer the option of human contact: Although the chatbot can solve most cases, there should always be a way to escalate complex cases to a real agent.
• Analyze the interactions: Use the data collected to improve both the functioning of the bot and your company’s services.

With these steps, your company will not only be able to effectively manage the calls outside of business hours, but will also be able to offer an excellent service that differentiates you from the competition.