You can offer the best customer service with chatbots.
Automate routine FAQs
You can avoid burdening your team with simple queries such as “What's your refund policy?”. These are better handled by bots that can detect intent and offer the right FAQ article. By automating this process, not only will your customers get a reply within seconds, the ticket deflection saves precious agent bandwidth for more complex issues.
Guide a customer through a process
Customer onboarding is a critical factor in driving product adoption, and companies can solve this by designing a simple, intuitive UI that helps customers figure their own way around (e.g e-commerce sites), or investing in a high-touch, high-cost onboarding team (e.g SaaS software). However, you can get the best of both by creating an interactive chatbot to help a customer navigate a website or complete an order booking or payment. The onboarding is faster, more efficient and available at all times.
Assist agents by fetching context
While a chatbot can provide instant responses and offer multiple possible solutions based on its understanding of a customer’s query, there will always be situations that require a human agent to take over. In these cases, the chatbot will also provide the details of the conversation thus far, including order history and previous interactions so that the agent can quickly solve the issue, without having the customer repeat themselves. For example, on food delivery platforms, the chatbot can automatically pull up a customer’s previous orders, the live tracking status and the contact details of the delivery rep, all of which help the agent seamless offer assistance.
Assist agents with guided workflows
Chatbots also help agents in providing answers. When a customer is chatting with an agent directly, the chatbot can give the agent suggestions of answers to be provided to the customer. For instance, if you call your internet provider and say “my internet is not working”. The bot guides the support agent through the series of troubleshooting steps. This way, the agent isn’t wasting time, trying to find the right answer.
Provide trends and insights
As smart chatbots learn from the knowledge base through interactions, it also recognizes the gaps in the resource. If the chatbot receives questions to which it doesn’t find answers, it will provide the customer service teams with insights about the information that it’s missing. The team can then fill in those gaps with relevant content.