Posts by Joe Buhler:
This question is best answered by looking at where people are communicating with each other and how that platform, Facebook Messenger, can be used to the best effect by a restaurant and at the same time create higher customer lifetime value with a loyalty program.
If you’ve been living in a basement, you’ve probably heard of numerous projections about how chatbots are destined to take over customer support. In a recent press release, Gartner estimated that " 25% of customer service and support operations will integrate virtual customer or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ". Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $ 8 billion per year by 2022. These numbers are staggering. But how exactly does one get onboard with this trend?
Most of us think chatbots are sophisticated, AI powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer. This category of chatbots sounds promising but is a few years away from mainstream adoption, mainly due to the error rates associated with their performance. In fact, the success rate of bot interactions in the healthcare sector was only 12% according to the same Juniper study. Moreover, the serious technical requirements can lead to apprehensions about the feasibility and effectiveness of such bots at scale.
Things aren’t as bad as they sound though. Chatbots that are designed to follow a specific scripted flow, supported by appropriate interfaces can work wonders for your business. For customer support, this translates to bots that present customers with a list of possible options and which can take specific actions in response to those options. Think of it as a telephonic IVRS analogue for customer support. Both Facebook and Twitter support these kinds of interfaces, and of late, both have been actively developing and introducing new features which aid this level of automation. These chatbots find use cases with companies in the form of inbound funneling, requesting standard customer details to be filled out, or even gather feedback via a survey.
As you can see, these bots ensure that your support team members have all the relevant information by the time they jump in to help the customer. They are able to focus on helping your customers rather than spending valuable time on back-and-forth, asking for information that can be easily automated. This results in response times which are otherwise impossible to achieve and helps drive higher levels of customer loyalty.
It is not trivial, obviously. Chatbots and customer support are two disparate domains. There are existing solutions that can help you create chatbots and then there are solutions that help you manage your social media inbounds. But this can lead to synchronization nightmares as your team members are blinded by the chatbot and vice versa. What’s really required is an integrated solution that can connect both of these use-cases.
Zelp is built exclusively for social media, and just does that. It packages together a unified collaborative inbox and a chatbot builder letting you automate any workflow and have it seamlessly integrate into the inbox. Your agents can clearly tell the difference between bot conversations and which are handled manually. They can take over control form, or hand it back to the bots at any time.
Given cue people today do not hesitate to contact companies over social media, it’s not a matter of if but when you incorporate this into your social media customer support experience. Businesses that truly care about their customers, strive to be leaders, and followers when it comes to innovation in customer experience. If you want to transform your social media customer experience and delight your customers, sign up with a 14 day free trial (no credit card required), and create your first chatbot to assist your team in helping your customers more effectively. Alternatively, reach out to if you have any queries, or schedule the demo.
This article was originally published here .
-Disclaimer: article written by Co-Founder of Zelp and does not necessarily reflect the views of Chatbots Magazine
Customer Support Chatbots – Striking The Right Balance was originally published in Chatbots Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.
This is the opportunity for any business to benefit from a tool customers are increasingly going to demand and want to use going forward. Are you ready to get on board?
Check out the great infographic for all the insights provided!
Chatbots offer a variety of business benefits, and when done right, they can be an extremely useful time-saving tool. Facebook Messenger is one of the leaders in the chatbot space.
The winner is clear and hands down too. It’s about engagement and conversation and not pushing of mere information or worse a sales pitch. Chatbots are the tool to do it right and with great measurable results.
Fascinating article. Fundamentally it’s about having a conversation that solves a problem, satisfies a need and produces a real practical result.
This excellent article and infographic make it abundantly clear that we’re not talking about some gimmick here but about how to transform how business is transacted and not only in e-commerce but across all categories and industries.
Email and phone-based customer service interactions are often frustrating and full of terrible elevator music. Are chatbots here to save us?
— Read on contently.com/strategist/2018/02/27/chatbot-revolution-here/
Yes, it is here and will succeed when considering the preference for using this tool for interacting with a business. I totally agree with the writer on the low quality of alternative solutions although still more widely used. That’s what will change the more well built chatbots are introduced. And we will be part of that movement to better customer interactions.