Putting Your Chatbots to Work: 5 Tips to Consider

VocalCom

As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. These digital assistants are more than just a passing trend: Mindbrowser states that 96% of businesses believe chatbots are here to stay. Business Insider adds that by 2020, over 80% of brands are expected to have some kind of chatbot implementation.

Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks. For this reason, every brand needs to look at its customer journey and decide where customers are most likely to benefit from chatbot assistance.

5 Ways to Make Chatbots Customer Service Superstars

VocalCom

Nowadays, social media is a must for customers of all generations, thanks in part to ever-popular chatbots. According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. But not all chatbots are created equal—here are five ways to turn these digital helpers into customer service superstars. So why shouldn’t your chatbots be the same? Most importantly, give chatbots a tone that fits your brand.

Chatbots: The Key to Efficient Customer Service

VocalCom

The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Simple chatbots enable self-service.

How AI is Transforming the Mobile Customer Experience

VocalCom

This demand led to the rise of chatbots, the savvy digital assistants that can do everything from finding the right dress size to taking care of all the details of a customer’s flight. When brands use them wisely—namely, by assigning chatbots tasks that they can complete successfully—customers are simply enamored. As Grand View Research points out, 45% of customers prefer chatbots as their primary means of communication for customer service.

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

VocalCom

In the context of customer experience, this means giving customers the understanding and support they need when contacting a business. Predictive behavioral routing brings numerous benefits to the contact center and your business. This can further lead to the optimization of other contact center KPIs, such as improved first contact resolution and reduced average handling times.

5 Tips for Transforming Your Digital Customer Service

VocalCom

After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. Balance your use of chatbot and human support. Chatbots are an incredible tool for helping customers with simple tasks. While you may think your chatbots are service superstars, do not insist upon using them in every context. Be careful to assign feasible tasks to chatbots, and have your agents ready for times when they need to step in.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

A modern IVR experience can offer a more “human” self-service experience, while digital Self-Service omni-channel experiences like automated chat, SMS, leverage the latest generation of natural language understanding technologies and chatbot capabilities.

APIs 118

AI: 4 Key Benefits for the Customer Experience

VocalCom

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger.

5 Questions to Ask When Creating Customer Journey Maps

VocalCom

For this reason, it’s absolutely essential to consider the impact of every tool or software solution used. For example, IVR menus need to route customers properly, CRM databases must be up to date and easy for agents to use, and chatbots should only be used to help customers with concrete tasks. For example, older generations may be more likely to contact you on the voice channel, whereas younger generations may have a preference for social media or messaging apps.

How AI Drives Targeted Customer Engagement

VocalCom

Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs. Chatbots may answer simple questions and help the customer understand the different products available before making a decision. Companies no longer have to waste time contacting potential customers outside of their target audience.

5 Ways to Optimize Live Chat

VocalCom

Customers may have simple demands that can be resolved quickly with the assistance of a chatbot or virtual assistant. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Live chat has long been an ideal channel for offering proactive customer service.

What Millennial Customers Are Looking for in 2019

VocalCom

According to Microsoft, this generation uses their mobile devices to contact customer service at a rate of 43%. Make sure your website is optimized for mobile, stay proactive on social media channels (they love to access them from phones), and offer them chatbot assistance through messaging platforms such as Facebook Messenger, WeChat, and Telegram. Why do millennials matter so much to brands? For one, they represent a massive population—in the U.S.,

Survey Says: Customers are Willing to Share Personal Data

Aspect

The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Learn more about chatbots and see them in action here [link].

5 Ways AI Can Drive Proactive Customer Service

VocalCom

For example, chatbots may assist customers who wish to update their personal information or seek an answer to a frequently asked question. For example, a chatbot may begin a conversation with a customer and find that the case is too complex to handle on its own. The chatbot may then refer the customer to an agent who can provide more in-depth service.

6 Key Trends Shaping Social Customer Service

VocalCom

Chatbots are changing the way customers interact with businesses. As more and more brands integrate chatbots into their messaging applications, customers benefit from more seamless and effortless experiences. Use chatbots to answer simple customer questions, such as those that might be addressed in a list of frequently asked questions. As social media use continues to grow, customers demand greater brand engagement on these channels.

5 Ways Personalization Drives Sales Success

VocalCom

Your company may make these recommendations within a brand app, use chatbots to generate recommendations within messaging apps , or train employees working at physical stores to sharpen their cross-selling and upselling skills. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

4 Trends for the Mobile Experience Every Brand Needs to Know

VocalCom

Most importantly of all, your mobile site should offer clear contact and address information. Customers love your chatbots. Personalization is key to making customers feel good about their experiences, and no one is helping more than chatbots. So go ahead and put your chatbots to work—these digital helpers can assist 24/7 when agents are unavailable and will make your customers’ lives easier. It’s no secret that customers are attached to their mobile devices.

5 Ways Mobile Drives Customer Loyalty

VocalCom

Many of these platforms are powered by a mix of chatbots and human assistance, ensuring that customers are getting the most precise answers without losing a human touch. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Human contact. While chatbots might help them obtain information more quickly, many customers still wish to speak to human agents when their issues are complicated. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

7 Trends Shaping the Customer Experience in 2019

VocalCom

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Chatbots will continue to serve as important tools for assisting customers with concrete tasks such as booking reservations and researching products. Predictive analytics can determine, for example, the most frequent reasons for customer contact. When chatbots cannot handle complex customer requests, agents will need to step in.

Merry Christmas and a Happy New Year!

Aspect

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards.

5 Ways to Make Customers Choose Your Brand

VocalCom

For example, sending timely live chat invitations on your website, using chatbots to help mobile customers, and offering an easy checkout process both online and in-store are ways to make shopping both painless and enjoyable. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

How 5 Companies Use Chatbots to Extend Their Brand and Connect with Customers

SharpenCX

A new breed of chatbots is here, focused on extending the brand identity and improving the customer experience. [.]. The post How 5 Companies Use Chatbots to Extend Their Brand and Connect with Customers appeared first on Sharpen Contact Center Software. AI Chatbots Customer ExperienceRead More.

How 5 Companies Use Chatbots to Extend Their Brand and Connect with Customers

SharpenCX

A new breed of chatbots is here, focused on extending the brand identity and improving the customer experience. [.]. The post How 5 Companies Use Chatbots to Extend Their Brand and Connect with Customers appeared first on Sharpen Contact Center Software. AI Chatbots Customer ExperienceRead More.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give them the training they need to master the technologies used in the contact center, and invite them to share feedback regarding their interactions with customers.

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten

Aspect

Eine moderne IVR kann ein “menschlicher“ anmutendes Self-Service Erlebnis bieten und digitale Omnichannel Self-Service Erlebnisse wie automatisierter Chat nutzen die neueste Generation von natürlicher Spracherkennung (NLU) und Chatbot-Funktionalitäten.

APIs 68

How to Provide Exceptional 24/7 Customer Service

VocalCom

When a mobile customer wants to make a simple request, chatbots can be as efficient as human agents. For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. Chatbots enable your brand to provide assistance when agents are unavailable.

5 Essential Rules for Omnichannel Success

VocalCom

Once agents have understood the technology, they will be better prepared to handle inbound contacts and switch channels seamlessly. For example, chatbots are excellent for engaging customers through messaging, as they may answer simple questions, assist with product research, and help customers make purchases. When “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels.

5 Ways to Connect Emotionally with Customers

VocalCom

Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. Agents should never rush service interactions just to meet target contact center metrics. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

How to Impress Your Customers with Proactive Service

VocalCom

According to Frost and Sullivan, 73% of customers who were contacted proactively and had a positive experience with the agent felt a positive change in their perception toward the company. Chatbots can answer simple customer questions and help with purchases. While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Menu options should include all the possible reasons a customer might make contact. Chatbots. It’s nonetheless important to note that some tasks may be too difficult for chatbots to complete.

Chatbot Secret Sauce: Seamless Escalation to a Human

InGenius

Well-respected global consulting firm McKinsey & Company estimates that 29% of a contact center agent’s job can be done by a robot. However, what has become increasingly clear is that it isn't about chatbots or intelligent virtual assistants replacing agents. Reading so far you may be thinking, “Backing up a chatbot with human agents sounds great, but it would probably be complicated to get working in my contact center.”

5 Customer Expectations Your Brand Needs to Meet

VocalCom

Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. Your chatbots should be able to answer questions promptly or complete a purchase without difficulty. If you are using chatbots to provide service, make sure that human agents work alongside them. What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift.

6 Steps for Building a Customer-Centric Brand

VocalCom

Do chatbots answer questions efficiently? Always address unhappy customers on the channel of contact, even if it means making the concern public. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. A customer-centric approach is more than just delivering good products and services.

6 Tips for Satisfying Customers on the Voice Channel

VocalCom

With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer. Make sure agents exchange contact information. For this reason, agents should always exchange contact information right at the beginning.

Top 7 Customer Engagement Trends in 2018

VocalCom

Indeed, chatbots and virtual assistants will continue to transform customer service. However, many brands recognize the fact that chatbots are still being improved and cannot always answer specific questions. For this reason, companies such as Sephora and Everlane make sure that human agents are available for extra support, working with chatbots to deliver optimal service. First contact resolution remains a priority.

What Are Bots? [Definition]

SharpenCX

For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry. Definition] appeared first on Sharpen Contact Center Software. Chatbots

IVR and AI: Using Automation To Give Your Customer Service A Boost

SharpenCX

Automation technology, like IVR and chatbots have become essential technologies in contact centers. The post IVR and AI: Using Automation To Give Your Customer Service A Boost appeared first on Sharpen Contact Center Software. Chatbots Customer Success Products Single Customer View