Infobird Co., Ltd (Nasdaq: IFBD) (âInfobirdâ or the âCompanyâ), a software as a service provider of innovative customer engagement solutions based on AI or artificial intelligence in China, announced that it has upgraded its cloud-based intelligent interactive training SaaS product to enable businesses to improve the efficiency and effectiveness of sales and customer service representative training by leveraging technologies such as AI chatbots. By simulating a real-world training experience, sales or customer service representatives can train with a virtual customer anytime, anywhere in the world. The upgraded product now also supports English training for customers with international training needs. When combined with the intelligent enterprise quality inspection product, these two products can create a closed-loop management of customer engagement and training of sales or customer service representatives. This could still generate additional business value for companies in the future.
Training sales and customer service representatives has always been important to businesses in order to acquire and effectively serve customers with high quality service. However, for reasons such as the low barrier to entry of the industry and the high pressure of the working environment, the turnover rate of sales and customer service representatives tends to be very high. According to the Harvard Business Review “Here’s What Happens When You Focus On Employees To Better Serve Your Customers,” Average Customer Service Representative Turnover Rate Can Reach Up To 45% From A Customer Service Perspective Alone from the call center. Therefore, it has become urgent for companies to find ways to improve the efficiency and effectiveness of training for sales and customer service representatives.
âThrough our many years of customer engagement experience, we have gained a deep understanding of sales management and customer service training issues in businesses. Traditional training is just not as effective, given the high turnover rate as well as constantly renewed communication scripts between reps and customers, âsaid Yimin wu, Managing Director and President of Infobird. âWe are trying to provide companies with an innovative way to better train their representatives with high effectiveness and efficiency. The best part about this style of training is that you can train as many reps as you want with the same standards no matter where they are in the world. Especially under the influence of Covid-19, it becomes even more important for companies with international coverage. Scenarios like telemarketing sales, cloud-based call center customer service, in-store reception, and on-site sales training all work well for this product. We already have several banking and retail companies that have shown great interest in this product. “
In addition, the company’s intelligent interactive training product can also be further integrated with intelligent quality inspection, another of the company’s SaaS product, which is to track the engagement process between customers and customers. representatives. Through intelligent quality inspection, managers could better understand the performance of sales or customer service representatives when interacting with customers. The combined products can therefore form a closed-loop feedback mechanism from training new sales and customer service representatives, daily monitoring of their service performance to follow-up training based on their performance results. Yimin wu, CEO and President of Infobird further states: “The goal of training sales and customer service representatives is to achieve better business results for companies, and we firmly believe that training and measuring daily performance cannot be separated. This is a very exciting area for us, and we are working on product improvement to empower our customers with digital solutions to create more business value.