A customer service chatbot is a bot that uses artificial intelligence, machine learning, and natural language understanding to mimic human interactions to answer customer questions and perform routine tasks.
Firstly, by deploying a customer service chatbot, companies can significantly reduce their operational efficiency by automating low-value manual tasks that were performed by live agents.
Secondly, letting virtual chatbot assistants handle time tasks reduced overhead costs and enables and organization to provide customer service faster and during out-of-office hours.
As chatbots evolved throughout the years, they can be split into different categories, depending on their purpose and industry.
Some of the most common customer service chatbots are:
Use customer service chatbots to increase customer satisfaction. Chatbots give immediate one-on-one responses. They are normally triggered by customers, therefore having one in place is imperative.
By using personalization techniques, chatbots can get into deep conversations with some customers. Also, building your chatbot so they use the customer’s name and accessing historical information and details will create a more meaningful connection with the bot.
Super easy to integrate and with a flexible infrastructure, chatbots can be added to your omnichannel strategy. Brands can then use chatbots as extensions of other channels to continue a conversation or complete a transaction.
Customer service chatbots can be programmed to say whatever you want, so it’s in your power to enrich user experiences by adding interactive options to your bots.
To start, creating a knowledge base or use an existing FAQ (Frequently Asked Questions). It’s as simple as identifying the simplest and most commonly asked questions. You can then start writing down concise answers to them.
Since chatbots are used by people who want to self-serve, it’s important to provide a basic support chatbot first. This way, you are very likely to increase your customer satisfaction.
For example, if you are a retailer, some of these questions might be:
1. Is delivery free?
2. How long does an order take to be shipped?
3. How can I pay?
4. What’s your return policy?
5. What are the available sizes?
To start, a very helpful tip to create a successful customer service chatbot is by drawing a decision tree. Use a diagram to shape the framework or workflow that you will be using to guide your users. The flow needs to have a logical progression for your customer’s journey.
Meanwhile, it’s very common to ask yourself what type of action the user wants to take and assign a simple yes or no answer. Depending on their responses, you can guide them to making a transaction or getting more information.
Depending on what your script might be and the channel you will be using to deploy the chatbots, it’s important to spread the customer journey path on categories.
Also, writing down a dialogue script will help you interact better with your customers or users. Because people tend to ask questions using emotions and complex thoughts, some customer service chatbots might not be able to operate at their best.
That’s why it’s crucial to build answers that are simple, concise, and helpful. Here are a few things to keep in mind to make your customer service chatbot engaging:
Depending on where you want to launch your customer service chatbot, the key is to keep it simple at the beginning and grow your knowledge base.
Behind the scenes, your workflows will become more complex, while your front-end customer interface will feel easier to interact with.
Get started by building your workflows and include as many customer service reps in the process.
Testing, testing, and again testing your chatbot is crucial before deploying it. There will never be a final version of your chatbot, it will grow with your customers’ needs, your business’ objective, and the market’s technology.
VoiceSage empowers organizations to provide an outstanding customer experience by providing faster customer support on multiple channels. Because responding quickly to customers’ needs shows proactivity and integrity, so make sure you improve your customer interactions.
As a company, we offer a lot of out-of-the-box products, including chatbots delivered on SMS, Rich Media Messaging, WhatsApp, and voice. While we encourage users to build simple and efficient bots, we also offer professional services to companies that want to build more complex solutions.
Nevertheless, our customer service chatbots solutions are easy to build and have achieved:
Here’s an overview of our main chatbot services:
VoiceSage uses an industry leading conversational engine as a fully managed artificial intelligence service with advanced natural language modes to design, build, test, and deploy conversational interfaces in apps.
To clarify, the virtual agents and voice assistant will allow customers to self-serve in a real-time manner, without having to speak with an agent. As a result, it increase your customer retention rates.
If required at any stage that the customer wants to speak to a live agent, this can be done with a click.
Designing conversational solutions for many industries has been our focus in the past few years since more people are willing to self-serve. For instance, by automating manual user tasks with a powerful virtual assistant you create higher efficiency and a seamless customer experience.
Furthermore, while personalization plays such a big role in making customer interactions better, our AI-enabled chatbots can be truly personalized to suit all your needs in up to 71 different languages.
SMS chatbots are a high-engagement channel suitable for sending promotions and sales, but also offer basic customer support. Compared to other channels, SMS bots are easier to change and scale for customer support.
Consequently, we’ve seen text bots widely used in industries like healthcare, schools, childcare, government, public sector, business, and retail.
Due to their instant response and real-time updates, it’s a common favourite for businesses to invest in.
Here are the most common examples to use cases for SMS bots:
With over two million active users worldwide, WhatsApp is ranked as the most used mobile messenger app in the world. That means most of your users are probably using WhatsApp as their preferred channel.
However, VoiceSage can help you deploy a WhatsApp bot that can grow with your business needs. Building the chat on your own can be tricky, so we encourage you to let our specialists worry about building it, so you can get on with your tasks.
See a full breakdown of use cases for WhatsApp and how to get started here.
Live chat has become ubiquitous in the contact centre space. Leveraging the same chatbot across all channels including inbound web traffic is a big win in terms of brand cohesiveness and optimizing the same technology investment in multiple channels.
Furthermore, companies can send the same chatbot personalization and experience through the traditional website. VoiceSage can deploy a web-based version of the chat bot to an existing marketing or promotional website. All of that with just a few lines of code.
In conclusion, customer service chatbots have been around for a few years and most businesses are very happy with the results they are getting.
Not only are they fully customizable and easy to integrate with third-party systems, but they are also cost-effective customer service options. So, acting as an extension to your existing sales, marketing, and customer service teams, bots are powerful allies.
Most importantly, VoiceSage empowers all organizations to deliver a true digital-first omnichannel experience by combining all customer interactions into a single intelligent inbox.
Similarly, keep all your customer communications and channels in a single place can dynamically prioritize tasks and send real-time sensitive messages.
If you are looking to learn more about our chatbot services, please book a demo.
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