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Analyze your customers
Start by defining your target group and identifying your customers' needs and preferences. Should you make contact with customers using informal or formal language? Can your bots be more casual and make your customers laugh, or should conversations be straight to the point and very professional? Answer these questions before implementing bots in your customer service strategy. You can also segment your interlocutors and personalize the experience based on demographic data and history of the previous interactions with your brand.
Create an AI-powered bot
Thanks to bots, you can not only automate simple responses but also engage with customers automatically, even when it comes to more complex issues. Thanks to Artificial Intelligence (including machine learning and natural language processing), you can set up a bot that really understands your customers. You can train your bot to answer the way you would like to; you can even teach it a few jokes to make the conversation more human-like. Natural language processing supports bots so that they can give relevant answers.
Integrate your tools
If you provide customer support via many channels, such as e-mail, live chat, Messenger, calls etc., then you should enable your agents to see all interactions in one place. Integrate your CRM system with a chatbot platform and other tools to have all of the data at your fingertips. That way your team members can access all of this information, including even conversations with bots, to offer the best solutions. As well as this, bots can access interactions and shopping histories in order to provide personalized answers to customers' questions.
For example, Chatbotize Inbox is an integrated, multi-channel inbox that allows you and your team to answer customer questions flowing from various chat channels in one safe place. Thanks to this solution, agents can answer via Messenger even if they do not have access to the brand's Facebook page. The most significant benefit of using Chatbotize Inbox is that your bot can teach itself based on agents' answers across all channels that are used for customer service in your company. How does it work? First, the system suggests answers so that agents can respond faster. Once a given answer is chosen several times, the system will consider it correct. You can manage these answers in the Recommended Topics section.
Probably almost every company website has a section with frequently asked questions. It is an excellent method for reducing the number of inquiries to the customer service team because customers can find answers faster by themselves. Nevertheless, this requires a bit of effort on the part of the website visitor. With chatbots you can make your FAQs conversational, more engaging, faster and more accessible. Instead of looking through pages with questions, your customers can ask them to a bot and get an instant answer.
Do not replace customer service agents
Even though chatbots can be a huge help for your team and improve efficiency and morale, human-agents can not be fully replaced. Some people simply do not feel comfortable making conversation with bots. Therefore, enable an easy handover to agents whenever it is needed. That way, everyone can be satisfied with the provided help.
Thanks to chatbots and automation, you can interact with customers more often, nurture leads and show that you care about them. Once in a while, or based on your customers' behaviour on your website, you can ask if everything is fine and if you can help in any way. Prepare a short survey with just a few essential questions to find out if your customers are satisfied with your products or services.