Chatbots for customer service

Customers and companies alike have found that chat is perhaps the best channel for quick, contextual support. Live chat has enabled customers to get immediate help on a website or app, and on the other side, brands could engage with multiple customers at the same time. In fact, businesses that use live chat see higher CSAT compared to traditional channels of service like phone and email. 

The only constraint to flawless customer support through live chat? Unless you had the resources to man a 24/7 support team (which would greatly increase your cost), your customers would have to wait until office hours to get a response. On the agent’s side, the ease of access meant that the number of common and easily solvable tickets increased significantly, flooding an agent’s workload and hampering their ability to meaningfully engage with customers. 


Enter chatbots. 

Chatbots for customer service

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.

Help your customers with the right chatbot. 

There are many chatbots available in the market today, each more competitive in features and prices. Look for a chatbot that has a variety of capabilities that fit your business needs. Your chatbot should be able to:

Work seamlessly across channels

Customer service happens on different channels, be it email or messengers, customers are best reached where they usually engage. Integrate your chatbot into these channels. Once you write your FAQs, you can build the workflows that fit email, chat, messenger and other channels in one go.  

Hand-over to live chat agent

If the bot is not able to solve a query, it could become a dead-end for the customer. This just adds friction in the support process and the customer has to switch channels. Give them the ability to skip the bot and connect with an agent. If issues are urgent or the bot can’t solve, they should have this option.

Integrate with your helpdesk and convert conversations to tickets.

The benefit of integrating with a helpdesk is that, if the bot can’t solve the problem or if something needs a long time to resolve (like a product exchange or software bug), those conversations have to be logged as ticket and replied to within a few hours or days. 

Integrate with your self-service portal

You don’t need to create two different knowledge bases, one for your website and one for your bot. You’ll just have to write for one knowledge base and deploy it across your chatbot and website. This way, you are avoiding duplication and you will also know the gaps in your knowledge base.

Your KPIs are about to improve with chatbots. Look out for:

Automatic Answers 

Responds to queries instantly with answers from the knowledge base. Uses Natural Language Processing to answer questions in understandable terms. 

Intent detection

Understands what the user wants. This is done with the help of artificial intelligence. The chatbot then replies to the users' requests in an understandable language using natural language processing. 

Workflows

Pulls order requests, history and relevant details as per request and gathers necessary information for a smooth end-to-end transaction.

Agent Assist

Helps agents with context provides customer history and suggests quick fixes. Keeps track of chats and brings only necessary conversations to the support team.

Bot to agent handover

Transfers conversations to the agent when requests are beyond chatbots knowledge, and in certain situations like order cancellation and customer feedback.

API Integrations

Connects with your CRM and order management systems, this managing conversations and tickets easier with the help of deflection.

Your KPIs are about to improve with chatbots. Look out for:

Average response time

Research shows that the average response time of live chat agents is 2 minutes, but nearly 20% of chats go ignored. With chatbots, the response time is within seconds, and none of the chats go ignored. Customers today are only willing to wait a couple of minutes for answers, so with chatbots, the chances of losing a customer because they weren’t attended to is minimized.

Average resolution time 

Chatbots can be trained to go end-to-end with query resolution. Since all of the conversations are automated, the speed to solving a query in higher. Unless the query requires agent intervention, the chatbot can give answers and offer next steps for the customer. One way or another, the chatbot finds a way to solve for the customer.

Number of resolved conversations.

A recent report stated that nearly a fifth of all live chat conversations are unattended. Chatbots are essential for keeping up with customers who reach out. A configured and trained chatbot replies to every customer who reaches out. It even nudges the customer to ask for help on certain pages. 

Customer satisfaction

As the most commonly measured metric, CSAT is crucial to building customer advocacy. Chatbots improve the convenience of conversations by reducing friction. At the end of the day, it's the ease of communication and reliability of the channel that improves customer satisfaction from time to time. 

Reduce ticket volumes

With live chat agents, every interaction is a ticket. However by using chatbots, you eliminating cases of repetitive and straightforward queries don’t need to become a ticket. In turn, this improves the quality of tickets that require the attention of customer service agents.

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