If there is one thing we know about customers today, it is that they have high expectations. They want help (or information) fast, and they want access to be convenient. A customer relation chatbot can help deliver that. Many call centers and businesses are already finding these quasi-human resources to be surprisingly useful. And they are not going away anytime soon.
By 2020, 80% of U.S. businesses say they will be using chatbots to support internal work or enhance customer service. No wonder! A customer relation chatbot can work in tandem with your call center agents to assist online customers, but only if you do it right.
Here are some of the many benefits of chatbots and four best practices to make your digital agent the best it can be.
Chatbots offer a wide variety of benefits to agents, call centers, and businesses including:
In many ways, chatbots are replacing the convoluted IVR systems that customers aren't very fond of, giving users a more personalized experience. For call centers, this reduces dreaded (and costly) wait times and abandoned calls. Chatbots allow human CSRs to spend their time helping callers with more complex inquiries because they are relieved of repetitive questions.
Chatbots do have limitations, and because they can be so diverse, creating a well-received, effective chatbot requires strategic planning. The technology is still evolving, but for now, these best practices will help you develop a customer relation chatbot that customers love.
Give your chatbot a name, and have it introduce itself immediately, as a live agent would. Pose a “How can I help you?” type question to get the conversation started. That allows the bot to identify keywords and respond accordingly. (The bot will use a pre-programmed “decision tree” to properly respond.)
Use friendly, conversational language that reflects your brand, but note that customers say they value problem-solving ability over personality.
As a virtual assistant, your bot’s job is to provide instant answers or point customers in the right direction. It must be able to pose additional questions that clarify the customer’s need or intent. Depending on your customers and the types of help they are most likely to need, consider configuring your bot to offer click-button options as well as text chat. That way, customers can skip typing.
Make sure customers always have easy-to-access options:
Just as you do with live agents, monitoring chatbot usage and specific conversations will help you continuously refine the conversational and assistive aspects of the process. Take a snapshot of how your business is performing prior to launching the chatbot, that way it is easier to see how the chatbot impacts your company. Then, once your chatbot goes live, continuously analyze its conversations with your customers. Look at customers who talk to your bot most frequently, the longest, and provide the best feedback. Set a goal to turn more customer interactions into ones like those.
We hear a lot about AI these days, but most customer service chatbots do not use machine learning, yet. Advanced versions that do use AI can actually understand natural language. They learn from each interaction, steadily improving their “intuition” to provide more meaningful future responses. For now, AI-driven chatbots are much more expensive to design and implement.
As you consider creating your own chatbot or refining the one you have, it's important to make it personable, helpful, and the best it can be for your customers using the best practices we outlined above. If you succeed, you will reap the many benefits of a digital agent, and your customers will thank you.
Publish Date: September 20, 2018 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
|Healthcare Call Center Best Practices: Work with a Qualified Call Center||March 12, 2020 5:00 AM|
|Interpreting a Call Center Metrics Dashboard with The Connection®||February 13, 2020 5:00 AM|
|Benefits of Outsourcing Your Appointment Setting Services||January 30, 2020 5:00 AM|
|Customer Service Trends to Look Out for in 2020||January 16, 2020 5:00 AM|
|Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid Them||November 21, 2019 5:00 AM|
|Call Center Staffing: Best Practices for an Outstanding Team||October 31, 2019 5:00 AM|
|It's All in the Numbers: Your Ultimate Guide to Call Center Metrics||October 17, 2019 5:00 AM|
|Customer Satisfaction Metrics: What You Should Know About CSAT and NPS||May 30, 2019 5:00 AM|
|How to Identify the Best Customer Service Assessment Test for Your Call Center||March 28, 2019 5:00 AM|
|Call Center Training Tips for Managing New Hires||March 7, 2019 5:00 AM|