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Revolutionize Customer Support with Intelligent Chatbots: Enhance User Experience, Boost Productivity, and Delight Your Customers

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Revolutionize Customer Support with Intelligent Chatbots: Enhance User Experience, Boost Productivity, and Delight Your Customers

Chatbots – competing for support.

Requests for support  have grown exponentially in the last month, for most companies that interact directly with customers / the public. Online sales have increased by values ​​ranging from 25% (traditional retailers) to 300% (sports equipment suppliers) and even 7-800%, in the case of companies that deliver food at home. For example, Bringo has hired no fewer than 500 new vendors to meet demand. (news in Financial Time) A chatbot helpdesk is very easy to be trained.

Increasing sales automatically generates an intensification of customer interactions. But as most companies have not hired additional staff for support departments, customers are finding it increasingly difficult to answer requests and questions. Call waiting, unprocessed payments, duplicate orders, change of payment method, outdated delivery times, “technical” information, etc. available only on technology. More details are here.

 

Chatbots helpdesk. What are the most realistic usage scenarios?

The issue of a customer support department is complex. We’ve selected a few activities that can be quickly transferred to a RolaxIt helpdesk chatbot system :

  • Incident management . When a problem occurs, customers call or send messages to the provider. However, they can easily be directed to a chatbot (on the website or on social media pages) that manages these interactions, in whole or in part. The chatbot retrieves customer data, creates the service voucher, and generates the workflow needed to resolve the issue. Employees will be assigned tasks in a structured way, grouped into categories, to have visibility into the nature of the issues and to understand priorities.
  • Alert and information. When problems arise in the performance of services, the chatbot automatically notifies all consumers who arrive on the site or social media pages about the current situation and the deadlines. Depending on the systems it is connected to, the chatbot can present the situation in real time: the status of a package according to the AWB entered by the user or the coverage area of ​​the services depending on the location of the client, etc.
  • Answers to frequently asked questions . Many customers have the same questions, which can be posted in a FAQ s (Frequently Asked Questions) section but which is often hidden in the site menu and is relatively impersonal. But a chatbot visible from any page is a simple, effective solution and induces a quasi-personal interaction, especially in combination with an inspired name and a nice avatar. I took a look at the website of a well-known home delivery company, the FAQ page has 8 subsections with at least three screens each. Few customers are likely to have enough patience to go through the entire menu.
  • Taking over repetitive tasks . The questions and problems are often the same. Receiving an application (a refund request, for example, which involves uploading images or documents) can be easily handled by a 24/7 chatbot without human intervention. For example, in very large companies, many employees call the helpdesk service to recover various forgotten passwords, even if changing them is an automatic process. From a distance, it is more cost-effective to help a chatbot and not an IT employee.
  • Directing customers to responsible people. According to the well-known pattern in the call centre ” for sales press 1, for service press 2 ” the use of a chatbot can do this sorting on the site or on the social media page of a company. Clients are directed to the most suitable interlocutors both depending on the issues presented and the availability of resources.

Beyond the crisis, in the long run it is predictable that a chatbot helpdesk will take over more and more customer interaction and support / service departments. Read: Where is the Chatbot Industry heading?

Historically, email has taken over the pressure on phone lines, then social media has taken over the volume of emails. Chatbots are a natural evolution in this process, which aims at both the use of human agents in really complicated problems and the general reduction of operational costs. In addition, chatbots have a positive effect on response time and success rate in delivering useful information or finding a solution. Everything in an automated way and a maximum availability regime.

Obviously, the optimal cost-benefit ratio also comes into question, ie a level of personalization and training of a chatbot helpdesk, which would solve the customers’ problems and not complicate them. The RolaxIt team is at your disposal at any time for the implementation of any of the reference chats in the online bookstore based on the specifics of your business.

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