Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

5 Ways Virtual Agents Can Improve Website Customer Engagement - PlayVox - Blog

5 Ways Virtual Agents Can Improve Website Customer Engagement

According to a survey conducted by IBM, 65% of Millennials do not want to deal with a live agent at all. To address this, call centers have begun experimenting with virtual agents or chatbots.

A virtual agent can reduce the workload on your support staff, keep your branding consistent and stop tickets from getting escalated to higher levels.

But what about customer engagement?

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Customer engagement is now a priority for many call centers as it is no longer an option just to offer excellent customer service. These days, the customer's level of commitment to the company has become an equally important benchmark.

Engaged customers are loyal, visit more often and are more profitable. But how can a call center boost engagement? One method that is becoming more and more popular is through the use of virtual agents. Not sure what is a virtual agent or how they can boost customer engagement online? Read on and discover why this software is taking off in call centers around the world.

What is a virtual agent?

A virtual agent is a powerful contact center tool that uses a virtual character to engage with users and serve as an online customer service representative. The intelligent virtual agent can answer questions, provide information on products or services and pass customers on to live agents.

How can virtual agents boost customer engagement?

1. Improved customer service

According to a study by Aspect Software, 3 out of 4 millennial customers prefer solving their problems on their own.

This change in the consumer mindset sets the stage for customer service over the next couple of decades, and luckily, virtual agents can address this shift.

Virtual agents make it easier for users to access the information they need for them to make an informed decision and carry on through the customer journey. At the same time, if a VA is unable to answer a question satisfactorily, the customer will be transferred to a live agent, thereby improving the service experience by saving time and reducing high frustration levels.

**What are chatbots and how are they revolutionizing customer service**


2. Increase time spent on your site

It is no secret that a stickier website will help you attract more customers. The longer a customer stays on your site, the more engaged they will become, and the more likely they are to convert.

Virtual Agent's help customers convert by asking users a series of questions to determine the purpose for their visit. They can suggest tailored information that will place users on the right path depending on what stage of the customer journey they are in.

By deploying your VA this way, you can also help to reduce bounce rates and prevent users from landing on your page and clicking away a few seconds later.

3. Increase your conversion rates

Virtual agents aren't just excellent tools for customer service, but they also do wonders for your bottom line.

VA's can help keep users engaged throughout the conversion process in a number of ways. For example, a virtual agent can be programmed to prompt users if they need help by noticing if they are taking too long to fill out a form or complete the checkout process.

Or you can program your VA to help users overcome objections that lead to people not making it to check-out. Visitors inquiring your return policy and FAQs pages probably indicates they are ready to buy but want to read the fine print before committing.

                     **What does it mean to map the customer journey and how to do it**

By taking advantage of these VA capabilities, you will start to see an increase in conversion rates and a drop in abandoned shopping carts or incomplete forms.

4. Virtual agents are a valuable source of data

Virtual agents give you valuable insights into the minds of your customer. They are always collecting information in real time and as a result, have greater insight into the customer's problems.

By analyzing this data, you can assess where you need to make changes to improve the customer experience and keep the user engaged.

For example, if you start to notice that a lot of the questions posed to your virtual agent are about site navigation, you can use that information to make intuitive changes to improve their on-site experience.

You can also use this data to look at the timing of certain questions and how far into the customer life cycle they occur. This information can then help you circumvent any drop offs and design a better site that will foster a more engaged customer base.

5. Improve response times

Imagine you are on a website ready to purchase a new cell phone. But you haven't clicked that "add to cart" button yet because there is one missing piece of information stopping you. You need to know information about delivery times to make an informed decision. But it is midnight, and you are struggling to find an answer on the website.

This need for immediate and potentially decision-making information is one of the main reasons companies have started using virtual agents. With 75% of customers believing it takes too long to reach a live agent and more customers wanting their questions answered 24 /7, VA's play a vital role in meeting this customer expectation.

By having a virtual agent on your website, you can ensure your customers stay engaged by finding the information they need at whatever time is convenient for them.

At first glance, it can seem that delegating customer interaction tasks to a piece of software can be the exact opposite of engaging. However, now that you can answer “what is a virtual agent”, it is clear to see that virtual agents make a big difference in customer engagement, streamlining tasks and your bottom line.


Publish Date: March 8, 2017 5:00 AM

2021 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM



About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =