Customer success is one of the most important functions of an organization. Keeping customers satisfied and engaged with your product is a necessity but also a challenge in itself. If done right, it can be highly rewarding and a distinguishing aspect of your offering. In this age of instant gratification one just can’t afford to leave a frustrated customer waiting for days for just one single response. Keeping this as the context, let us explore how you can use the power of chatbots via Engati and make your customers love you.
Be where your customers are
With messaging and social media apps being all-pervasive, it can really be difficult to manage all the interactions across these channels. Also, you cannot afford to be picky in terms of which channels you want to support because your customers would expect you to be there for you – on your website, over Twitter, Facebook Messenger, etc.
But you don’t have to worry. Using Engati will give you the luxury of the widest range of platforms covered from an automated customer interactions perspective. With over 12+ channels where you can set up your bot, reaching out to customers where they spend most of their time becomes a breeze. You name it and we have it – Facebook Messenger, Website bot, Mobile apps, Whatsapp, Twitter, Telegram, Slack, Kik, LINE, Skype, WeChat and more… And the best part is that you don’t need to rebuild your bots. Just set it up once and deploy it on any of these channels.
Know what your customers ask
Chatbots work the best when you know your customers very well. Like, what questions they typically ask, problems they face, what tone would suit them the best, and so on..
Typically from what we have seen, more than 60% of the customer queries would fall into common areas or groups of queries. It is very important that you train your bot to cater to these queries for it to be successful for your customers. Using Engati, you can very easily add FAQs in the system to train the bot. Also, here’s a highlight for you-
Did you know that you could easily upload all FAQs from a CSV sheet and the bot trains in hardly any time. This feature becomes very handy if you have FAQs ready with you and you would just need to load them up.
In spite of all your efforts, there are chances that you might have missed out on some common questions. You never know what people are going to ask. Our nifty train feature is meant just for that. If you go to the FAQ Analytics screen, you can see in real-time what all queries people are asking the bot. You can also filter these questions based on which ones were not answered. Then you can use the train button to quickly add a response to those questions, which gets trained real-time.
Humans to the rescue
You will always have some very specific queries which the bot isn’t trained for. Thus, the bot wouldn’t be able to answer those queries. Our human takeover and live chat features are meant just for these cases. Further, the feature makes it seamless for the end user to get answers to what they are looking for.
There is a special path available to trigger the live chat functionality. This allows you the flexibility of linking a live chat request from various places in the bot. Or you can use trigger phrases like “i want to talk to someone”, “call” or “human, please”, etc. Also, it can be triggered when the bot is not able to answer a particular query. You can set up email notifications by using the send email node before triggering the live chat.
A live chat request first comes in the Customer Support Requests screen from where you can pick up a chat to respond. You can configure the messages shown to the user when a live chat request is triggered. This can be customized based on the agent’s availability. Chat requests can also be tagged to a particular category depending on where they are triggered from. The live chats once picked up, can be marked as resolved. In this case the “Post Resolution” path would automatically be triggered. The automated responses get activated again once a chat is marked as resolved.
Ace the customer success game
Engati allows you to add multiple support agents for the same bot. Chats can be transferred between the agents and the Support Dashboard will help you to stay on top of the metrics around live chat. Track incoming chat queues, agent efficiency in terms of time spent by customer waiting for a response as well as overall talk times for agents.
All these metrics can also be determined on a per agent level as well at a category level. These features help to create a hybrid chatbot which is best optimized for lowering human involvement. Further, this is done without compromising customer success or customer experience in providing speedy resolutions via the bot.
Do try out these features and let us know how Engati was able to help your customer success needs. Also, feedback on what you would like to see on the platform would be most welcome.