Customer service is becoming important with the customers having access to multitude mediums to interact with brands and businesses.
As per a Walker study by 2020, customer experience is going to be a key product differentiator in overtaking price and product for businesses
The most challenging thing about customer service experience is brands are not able to hear back from the customers on what went wrong from their side. As per a study 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. These statistics clearly show that why it becomes absolutely necessary to provide best of the customer service experience to any customer in the first time itself.
Over a period of time, brands and businesses have tried and tested multiple ways of addressing customer queries and providing them exceptional customer service. Some of the examples are Live chats, customer community, support portals, Frequently Asked Questions (FAQs), short videos and how-to-do demonstration videos.
With digital channels becoming more prevalent, customers want brands to be present for their queries 24 by 7 with the ability to resolve issues quickly. This gives an opportunity for leading technologies like Artificial Intelligence (AI) and Natural Language Processing (NLP) to contribute in the customer service challenges spread across the industries. Smart chatbots are one of the examples of how AI and NLP can be a real game changer for customer service or sales support.
Let us briefly look at how chatbots are taking customer service to next level –
24*7 Availability:
This is one of the most obvious benefits of chatbots but it is also important to choose the right solution without any hiccups in responding to customer queries. Chatbots are a much smarter way to reduce customer wait time and serve them round the clock.
Better alignment with agents:
Chatbots are smart and can be customized as per business needs to help them in assigning issues or tickets to the right agent. This reduces the time for support agents to manually categorize tickets.
Quicker Issue Resolution:
Customers want their issues to be resolved quickly. Chatbots can assemble different queries at level 1 and then can help agents in resolving the query immediately via past information collected about similar issues. This shortens the resolution time for customers.
Cost Optimization
Chatbots helps in reducing costs and optimizing them by reducing manpower, reduce costs on training, reducing churn rate and enabling better lead conversion ratio.
How SmatSocial’s SmatBot is a game changer for customer service teams?
Per a recent Forrester report, enterprises can take advantages of chatbots by –
- Bringing scale with chat concurrency
- Automating end-to-end business processes
- Enabling new customer service models
SmatSocial is helping businesses achieving all these three goals by combining customer support and automation. SmatBot work along two lines to address questions posed by customers in two ways –
Structured questionnaire:
SmatBot offers various templates for you to choose from. You can ask both single and multiple choice questions. It also has questions built-in to ask for your customers’ for their email, phone number and location. Besides having several other standard questions like asking for your customers’ name and the number of employees in their company, it also allows you to create and pose your own questions to your customers.
Frequently Asked Questions(FAQs):
SmatBot can be customized with a set of FAqs from a website that businesses usually tailor-made as per their customers’ queries. People need their questions answered which is why almost all company websites have a section of Frequently Asked Questions (FAQs) where they put up answers to questions that are posed to them most often. SmatBot will offer them the answer determined by you in advance. As SmatSocial is built on the principle of Natural Language Processing (NLP), it is able to identify the questions even when they are asked differently. Upon analysing the question, SmatBot locates the keywords, determines the best suited answer for it and presents it to your customer.
Through SmatBot, SmatSocial enables you to address queries in a customer-friendly manner. When you have SmatBot answering questions for you, your customers won’t have to search and look for answers.
It allows you to set up questions that are often asked by your customers along with the answers to those questions. Click here to find out more about SmatBot.
How to Set Up Questions for SmatBot
- Log into your account on the SmatSocial website using your registered email and password.
- Select SmatBot from the menu on the left side of your screen.
- Choose the profile you to which you want to make changes.
- Go to ‘Settings’.
- Select the ‘Questions Setup’ tab.
- Add the questions you want SmatBot to answer for you.
Set up a demo with our team to get a complete idea of our SmatBot features and how your business can leverage advanced features of SmatBot for bringing a scale with chat concurrency, automating end-to-end business processes and enabling new customer service models.