chatbots can streamline workflows – especially ai-powered ones, which are programmed to have human-like conversations. Ai chatbots use natural language processing (nlp), which allows them to better understand human speech – including the intent behind what the customer is saying. These bots can interpret the context of what a customer types or says – and then, with generative ai, respond intelligently based on existing data.
Rules-based chatbots also do a lot for self-service. They respond based on buttons a customer clicks or particular keywords the customer uses. If you have a rules-based chatbot, review the chatbot data to find specific keywords for easy answers, and be sure to have an faq database the chatbot can use to answer questions. But do consider upgrading – an hour spent learning about the latest in ai chatbot technology could be a step toward greater efficiency.
Create guided processes
in your customer self-service portal, you can automate specific processes for customers and free agents from receiving a high-volume of calls. What are the simple issues that take up agents’ valuable time, but could be just as easily done by customers? By integrating a workflow on your end, such as canceling an order or booking a field service appointment, the automation process appears bahamas phone number list on their screen and walks customers through each step. This not alb directory only saves on cost, it increases productivity and efficiency.
3. Continuously improve with data and human review
the quick ways we’ve discussed to improve your self-service customer support offering can make a big impact. But there’s even more you can do over time. Tackle the ideas below in one-hour chunks, and soon you’ll be well on your way to building an excellent self-service experience.
Prioritize reviewing self-service
regularly assess your company’s self-service customer support experience from every angle. For example, how does your help center home page look? How do your search features perform? Are your article pages consistent? Is your chatbot performing well? Does your dozens of post-its noting site allow visitors to provide feedback – not only about your products, but also the support experience? This handy self-service assessment tool can help you identify any gaps where you’re currently not meeting best practices. It gives you helpful guidance on where to focus your improvement effort.