Microchat Blog

Microchat Blog

Did You Know?

When customers expect a business to be available 24/7, it’s not always possible. But chatbots are the closest candidates that can help end this problem. When you maintain continuous communication between your customer and yourself at any time of day or night, they won’t feel abandoned in their need for assistance with an issue when waiting for minutes on hold is simply out of the question!

Chatbot and beyond

The AI Support Experience offers a way for teams of any size to provide the personal support they need at scale.

Using our messenger-first model, we combine proactive self-serve and human capabilities so employees can quickly resolve complex issues without having excessive reliance on managers or other staff members who may not be available due to workflows shifting in different departments.

There are more than enough repetitive questions out there because every customer has their own individual needs – let bots help answer those so humans have time for what really matters: getting ahead of known problems before they arise, solving tough queries automatically by routing them directly to appropriate experts within the company (and providing alerts).

How does The Ultimate AI Support Experience work?

Step 1 – The FAQ Support

The FAQ Support is your frontline.
In many ways, FAQ support — notifying consumers of issues before they become apparent — is the Holy Grail of customer service.

According to a recent poll, 78 percent of support leaders want to shift their assistance from reactive to proactive, but just 26% believe they have the skills and resources to do so.
Onboarding and educating new clients is one of the core elements in proactive support, ensuring that they are set up for success from the start. This may not have previously been considered the job of your company’s support personnel. But you’re the ones who know what perplexes new clients, so you’re the ones who can anticipate those recurring queries.
Even if customers become frequent users of your product or return to make multiple purchases, day-to-day operational concerns may arise, prompting them to seek help. We’re talking about things like product outages, website downtime, bugs, and delivery delays, all of which can irritate your customers and ruin your team’s day.

That’s why you should consider sending an outgoing message to alert customers to the problem and offer support right away. Because Conversational Support is built on Messenger, you can always use it to dynamically surface the most critical information for customers and visitors.

Step 2 – The AI Support

Automate repetitive and common queries

Nobody wins when your team is stuck addressing the same questions over and over again, especially your consumers. The more your helpline fills up, the longer all of your clients — including those with complex issues that require human intervention — will have to wait for a response.

With AI support, help centers and chatbots can learn through analytics what the customer needs. They then provide solutions to common questions that match their current situation in a contextual knowledge base delivered over messenger or chat, freeing up human agents for more complicated cases.

Customers may be helped on their own thanks to automated bots with answers from an all-knowing data set of information about how they’re feeling at any given moment as well as recommended self-serve options based on these insights.

With AI Support, you can scale your support and give clients quick replies without increasing your workforce or overstretching your team. Think about it like this: You don’t have to hire a whole new crew just because one person called in sick!

Step 3 – The Live Chat Support

Providing excellent customer service is no longer an option; it is now a need for business sustainability.

Technology has made it possible for customer expectations to rise. Customers expect nothing but the best service now and that means more support tickets coming in, which puts a lot of strain on your coworkers who are already working hard just to reach their KPIs.

Instead, your team can concentrate on having meaningful relationships with your customers. After all, even the best chatbot can’t calm an irate customer, explore a complex issue, or establish relationships with high-value consumers like your staff can.

The good news is that your team doesn’t have to go it alone, even with human assistance. You can make your human assistance more effective, personal, and profitable with the right tools, such as workflow automation, chat apps, and reporting.

 

conversational Support - microchat
Share This Article