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Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy - Calabrio - ContactCenterWorld.com Blog

Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy

As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Teleopti and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity.

Chatbots have emerged as one of the biggest customer service technology breakthroughs of recent times. Indeed, the technology’s increased prevalence has coincided with a greater reliance on instant messenger apps like Facebook Messenger, WhatsApp and Slack, allowing businesses to keep pace with changing consumer behavior.

Although chatbot technology has been in use in other areas for many years now, its deployment as a customer service tool is still a relatively recent trend, meaning there are still some limitations and things to be aware of. Here, we take a look at some key considerations you should have before including chatbots as part of your strategy.

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1. There Are Good Reasons For Using Chatbots

Facebook Messenger now has more than one billion active users, according to AdWeek, while other instant messenger services like WhatsApp are not far behind. Therefore, one of the key benefits chatbots deliver is the ability to meet customers where they actually are, improving the relationship between brands and consumers.

In addition to some of their more traditional customer service functions, chatbots can also play a role in generating revenue. For example, chatbots can be used to send personalized alerts to customers about new products, sales or special offers. By alerting customers to these products or services in a personalized and timely manner, companies are benefitting from incremental sales. Additionally, the costs for these sales are minimal due to this being a mainly automated digital service, which is more cost effective than more traditional forms of marketing. Chatbots can also deliver news, provide updates about your services, or schedule meetings.

2. Chatbots Can Not Replace Contact Centers

Despite the clear reasons why chatbots can be a useful part of a customer service strategy, it is equally important to understand that chatbots cannot completely replace contact centers. Ultimately, they need to be viewed as a way of assisting reps, because they cannot compete with the customer service skills that humans possess.

“Surprisingly, those that have deployed are not seeing this as a contact center decimator, at least in public,” says Wayne Butterfield, writing for LinkedIn’s Pulse platform. “[They] are highlighting the benefit of immediate response to queries and driving additional revenue opportunities as key drivers instead.”

As the focus on customer service continues to intensify as consumers expectations keep rising, chatbots provide a great opportunity for companies to develop their relationships with customers on a more personalized level, keeping the customer engaged which ultimately should lead to greater loyalty from them. We have seen that great loyalty not only leads to further purchases from customers for companies, but additionally customers are also prepared to pay higher prices for goods or services where they perceive the customer service to be exceptional.

3. Response Times Can Be Improved Dramatically

One of the biggest challenges businesses face is keeping pace with customer expectations when it comes to response times, which is why many companies invest heavily in customer service coaching and training. Research shows, for instance, that 72 percent of people who complain on Twitter expect a response within one hour.

While this may seem unreasonable to some, it is the reality of the modern world, with customers expecting to be able to use social media to get response times that are equivalent to traditional channels like the telephone. Chatbots can help immensely in this sense, because they can provide almost instantaneous responses, 24/7.

4. Monitoring Chatbots is Extremely Difficult

One potential disadvantage of using chatbots is the inability to accurately monitor them at all times and measure their performance. At present, most platforms do not offer much in the way of analysis tools and this can be especially problematic where AI is being used to evolve the customer service skills of the bots.

“Companies will naturally be hesitant to use bots because a bot will be a voice for the brand, and it can’t be monitored at all times,” says Carey Wodehouse, writing for Upwork. “Unfortunately, Facebook Messenger doesn’t provide much insight into the performance of your bot, so it’ll be difficult to know how it’s doing.”

5. With Chatbots, It’s Best to Keep Things Simple

Chatbot and AI technology is advancing rapidly, but it is still generally best to keep things simple when deploying bots for customer service purposes. In most instances, chatbots are useful for dealing with basic questions, directing people to information and sending alerts, rather than coping with more complex tasks.

Moreover, it is best that chatbots are used as part of a wider customer experience strategy. When things become a bit more complicated, bots should be set up to pass over to a human rep and customer service coaching can be used to teach reps when and how to take over in the most seamless way possible.

6. Customer Feedback Has Been Very Positive

So far, the public response to chatbots has been extremely encouraging. In fact, according to research carried out by Retale, 58 percent of 18 to 34 year old’s have interacted with chatbots on social media and more than half of those who have not are interested in doing so in the future.

Almost all of those who have interacted with chatbots cited that their experience was either positive or very positive, while 86 percent of those surveyed agreed that brands should deploy chatbots in an effort to promote products, services or deals. The biggest areas for improvement were greater accuracy and more natural conversations.

Source: https://blog.teleopti.com/2018/03/16/guest-blog-6-key-considerations-before-including-chatbots-in-your-customer-service-strategy/

Publish Date: March 16, 2018 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



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