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![]() By offering chatbots designed for tracking ecommerce orders, you’re giving your customers a simple way to track their orders, obtain shipping details and shipping status, without stressing out your team of live agents, who can reallocate their time to solving more complex customer issues. ![]() When it comes to order tracking, much of it consists of simple repetitive tasks that can be automated. Chatbots designed for eCommerce and order tracking Based on the information people provide, the chatbot then helps qualify leads, making your sales team’s job easier and ensuring you don’t miss out on any potential sales from web traffic. Typically used within the enterprise software space, these types of chatbots ask questions about what you’re looking for and what they can help you with. These chatbots are specifically designed to capture leads from those who visit your website, allowing you to follow up and rank the leads as they are entered into your sales funnel. Essentially, they are your FAQ or knowledge base page in a smart chat platform. They help you automate the repetitive customer service tasks that take up a lot of valuable time from your live agents by offering smart chat solutions to common customer issues. These are the chatbots we’ve mostly been talking about. Here are the different category types of chatbots available today: 1. There are many on the market today that help solve different business problems and choosing the correct one for your business is crucial. That’s especially helpful to customers seeking a real solution to their customer service problems 24 hours a day. With today’s AI technology becoming increasingly sophisticated, a chatbot can often be indistinguishable from a live agent at the other end of the chat. The more a chatbot interacts with your customers, the better a tool it will learn to become!īest of all, chatbots can also be programmed to use a specific tone, meaning that they can conform to cultural sensitivities, such as providing polite replies to the customer.Įven though it isn’t a real person that the customer is speaking with, politeness goes a long way to making a customer feel valued – even from a bot! Unlike FAQs and knowledge base pages, the chatbot retrieves and delivers the relevant information directly to the customer, based on the question they’ve asked, so there’s no need for the customer to spend time reading through self-help documents.Īlthough chatbots are programmed to use your company’s knowledge base information, it’s provided to the customer instantaneously, giving your customer easy access to resolving simple customer service issues.Īnd because AI is smart and can be ‘trained’, chatbots can recognise different forms of the same question and key phrases, to provide the right information needed to solve the common customer problems relating to those phrases. ![]() In this way, chatbots are a type of self-help customer service, like FAQs or knowledge base pages, wherein the customer accesses the information to help themselves, rather than relying on a live customer service agent to do the legwork for them. It is programmed to be able to detect common questions using keywords and respond accordingly.įor example, if a customer asks, ‘How can I track my parcel?’ the chatbot will pick up key words such as ‘track’ and ‘parcel’ and respond with the corresponding text that helps the customer access their order status or tracking number. What is a Customer Service Chatbot?Ī customer service chatbot is a chat service that uses artificial intelligence (AI) and machine learning to provide live chat to customers. While it’s true that nothing will ever replace the personal touch of a live customer service representative, chatbots can help enhance your customer service team by automating repetitive tasks, speeding up workflows and enriching the modern eCommerce customer experience.Ĭhatbots can be a great support to your existing customer service programme, but before we look further into this, let’s delve a little deeper into the world of the chatbot. Chatbots can help multiple customers at once.Chatbots can provide answers to commonly asked questions without taking resources away from your support team.Chatbots provide much-needed support to your customers, at any time of day or night. ![]() Chatbots can take the pressure off your live customer service team.In fact, if you’ve ever used chat-based customer service, it’s likely it was with a chatbot – a software application that allows your customers to have an online, text-based chat conversation – and you may not have even realised! That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. ![]() In customer service, nothing beats a personal connection. ![]()
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