The Chatbot Cheatsheet: 7 Tips for Building a Chatbot Program

Chatbot Cheatsheet: 7 Tips for Building a Chatbot Program TW

So, you think you’re ready to invest in conversational automation, but you want to avoid the hype and nonsense? Great, then we are here to help! Keep these seven points top-of-mind as you build out your chatbot program, and you’re sure to see value in no time.

1. Understand Your Metrics

“Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing. Customer satisfaction is also important. Keep in mind how the introduction of a digital assistant could alter existing performance indicators. For example, will average handle time increase now that agents are only handling more complex inquiries? Ultimately, a well-defined bot program will be able to communicate increased agent efficiency and customer satisfaction, which equals a reduction in the cost of care.

2. Start With Hello

Your first bot does not need to be elaborate. In fact, we recommend against it. When you are first getting started, pick one or two simple, but useful, use cases to automate. Then, you can learn and iterate as you discover how your customers prefer to interact with a chatbot. No one gets it totally right out of the gate, so avoid wasting time by trying to build something “perfect”.

3. Leverage the Agent

We have seen countless chatbot programs fail to engage the existing front-line customer service team when designing an automated conversational experience. It’s great to learn from data and prevailing user experience research, but your agents are the ones who know how your customers are interacting with the bot. Treat the bot like another agent: when you need performance feedback, use its peers.

4. Templates, Rules, and Machine Learning

Not all chatbots are “conversational AI”, because not all use cases require machine learning. Very effective bots can leverage rules and simple conditional logic, it all depends on the use case. Similarly, natural language processing is great when you have a bot with many different skills and a large corpus of knowledge — why make your customers trudge through structured flows when all they should do is ask the question directly? In both cases, we recommend leveraging buttons, quick replies, and other conversational templates that help the user move through the conversation quickly and efficiently.

5. Know When to Handover

A chatbot is not a replacement for a human agent. Often you need to give the user a way to bail out of tough conversations and difficult questions, and that’s alright. Chatbots are excellent at fully resolving low level queries. However, just because an issue is complicated does not mean a chatbot cannot be helpful. Consider how you can use the bot for information gathering and light triage before routing to the right agent. In these cases, the chatbot helps reduce handle time and expedites the customer’s support request.

6. Automation Happens Elsewhere, Too

Chatbots get a lot of attention when it comes to automation. Often it’s the mental model in our heads for intelligent customer service. Consider other ways you can streamline the customer support experience with a bot, and leverage additional intelligent services: automatic tagging, routing, and prioritization for the agent, just to name a few.

7. Be Customer-Centric

At the end of the day, the success of your chatbot comes down to how well it fits into the support journey and cadence strategy you have outlined for your customers. Consider different segments of customers that might prefer automation to that “direct human” connection. Perhaps automation can be more helpful at the end of an interaction than at the beginning. Take a good look at your customers, and we’ll help you find out the right size that fits.

Want to learn how to get started with intelligent chatbots? Find out more here.
 

Your Guide to Delivering Quality Customer Service

woman in carriage

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Read on to find out how much of a difference quality customer service can make — and how you can start taking action today.

Quality Customer Service, by the Numbers

The importance of delivering good customer service becomes all the more significant when it’s quantified. Consider these numbers that speak to the value of quality customer service:

What business wouldn’t want to reap the benefits of word-of-mouth exposure and loyal customers who keep coming back?

But, sometimes, the dramatic results and exciting possibilities make it easy to forget where to start. Let’s zoom out and establish a clearer vision for what quality customer service can and should be.

Before You Can Deliver a Great Customer Experience, You Need to Define It

An important first step toward delivering great customer service is understanding what quality service actually looks like — to your customers and to your employees.

What It Means to Your Customers

One way to find out what the ideal customer experience (CX) looks like is to dig into the most common customer expectations. If you understand what your audience anticipates when they reach out to a support agent, you can model your customer service systems and procedures around that vision.

We’ve previously highlighted the top 10 customer service qualities that can contribute to top-notch customer care. Here’s an overview of the characteristics your customers expect to see from support agents:

  1. Respectful: Show an appreciation for customers’ time, energy and business as well as the situation that caused them to reach out.
  2. Attentive: Use active listening skills that uncover what the customer is and isn’t saying, and show that you’re invested in helping them.
  3. Caring: Exhibit empathy and emotional intelligence to demonstrate a genuine concern for your customer’s feelings.
  4. Positive: Transform customer complaints into positive touchpoints with the brand by leading with a positive attitude and a warm, friendly tone.
  5. Patient: Demonstrate plenty of patience when attempting to fully understand someone’s frustrating situation and work toward the type of resolution that leaves them a satisfied customer.
  6. Communicative: Employ strong communication skills to ensure that your responses are as clear, informative and helpful as they can be.
  7. Knowledgeable: Be prepared and forthcoming with expert knowledge about products or services, giving your customers the support and answers they’re looking for.
  8. Determined: Prove that you’re actively committed to discovering the root of the issue and arriving at a solution that meets your customers’ needs.
  9. Creative: Use outside-of-the-box thinking and sharp problem-solving skills to tackle more nuanced and complex issues with personalized solutions.
  10. Efficient: Find ways to minimize the time and effort you put into your support services while maximizing the results to improve the customer experience.

If you’re not sure how your business stacks up against the ideal customer experience, take a look at our ultimate CX checklist.

What It Means to Your Agents

Excellent customer service starts with empowered employees. As these customer expectations show, your audience expects to interact with highly skilled agents. But having the right customer service skills is just the baseline.

Customer care agents must also possess:

  • Expertise to represent your products and services.
  • Data to gain a 360-degree view of the customer.
  • Authority to take action on behalf of a customer.
  • Tools to manage their work efficiently.

However, they won’t show up with these resources and capabilities on day one. It’s your responsibility to ensure that your staff is adequately trained and that they have access to industry-leading software solutions designed to support quality customer care delivery.

Easy Ways to Start Improving Your Customer Service Right Now

With a better idea of what superior service looks like, you can start making informed decisions and steady progress toward improving your customer service and experience. Here are some simple steps to take right away. While they don’t require too much effort, they can lead you in the right direction and result in a much-improved experience for employees and customers alike.

Get Used to Measuring Customer Service Metrics

Your customer interactions can generate valuable data — if you’re prepared to collect it. With the right insights at your disposal, you can identify service gaps, bottlenecks and other pain points for customers and agents.

For example, a high abandonment rate could mean you need to respond to each customer inquiry sooner than you do right now. A high resolution rate paired with a low satisfaction rate could indicate an issue with how customers feel they’re being treated.

If you haven’t done so in the past, take some time to craft and distribute satisfaction surveys and generate internal reports to see where things stand. Focus on measuring and interpreting these important customer service metrics (and learn more about what they mean here):

  • Customer service abandonment rate
  • Customer retention rate
  • Resolution rate
  • Average resolution time
  • First response time
  • Customer effort score (CES)
  • Customer satisfaction score (CSAT)
  • Net promoter score (NPS)
  • Sentiment analysis

Start Anticipating Your Customers’ Needs

Shifting from a reactive mindset to a proactive one can have a dramatic impact on the quality of your customer care. Getting ahead of customer needs and concerns is a great way to promote a more positive CX and better prepare your agents.

For instance, retailers heading into the holiday rush can beef up their customer support teams with seasonal employees. Companies can anticipate continued COVID-19 complications and prepare with contingency plans and clear communications.

Additionally, brands can adopt an omnichannel approach and provide customer service via phone, mobile chat and even social media. This allows customers to access the help they need no matter what device they’re using to reach out. Even better, customers can switch channels seamlessly, without skipping a beat or losing context. And companies that plan to embrace remote work for a longer duration can implement the right tools to let customer care teams work from anywhere.

Discover the Impact of Upgrading Your Customer Service Software

Bringing the vision of superior customer service to life requires the right infrastructure. Kustomer’s leading customer service CRM platform can help you achieve those goals faster and more seamlessly by providing the data, automation and customization your business needs.

To discover more, request a free demo today.
 

Introducing Advanced Data Permissioning To Reduce Agent Workspace Clutter

Introducing Advanced Data Permissioning To Improve Agent Dashboards and Guard Privacy TW

Having all of your customer data in one place is extremely powerful. A holistic customer view can improve the first-contact experience, enable personalized and speedy service, power proactive customer support, and reduce handle times. While having all your customer data at your fingertips can be empowering, information overload can be overwhelming.

Have you ever had a situation where one of your agents saw information they shouldn’t have? Maybe someone edited a data field they shouldn’t be able to change. Have more confidence in your data. Permissioning enables greater data security and integrity.

Now, with the introduction of field level permissions, Kustomer offers a more tailored agent timeline.

Separate Team and/or Business Unit Data

Keep customer data for all your brands in one place, and display only relevant information to agents. Configure agent views as appropriate for your business. Kustomer’s customization adapts to customer support teams that are centralized or specialized. Measure and grow customer lifetime value (CLV) across products. Support cross-sell and co-marketing efforts between your brands.

Improve Agent Efficiency and Customer Satisfaction

With field level permissions, you can control data accessibility for specific fields. This means that your billing team or fulfillment team only sees information relevant to their role. Focused views drive down average handle times so your team can help even more customers.

Secure Your Customer Data

Kustomer’s commitment to data security is demonstrated by our SOC 2 Level II certification and HIPAA compliance. Restrict data access at the field level to mitigate risk and de-risk systems for greater compliance. This is essential for clients with highly private personal information in industries such as financial services and healthcare. Limit write access, but permit read access to guard data integrity while maintaining accessibility. This can also be used to support

Intuitive Design for Easy Data Permission Controls

Putting this functionality in the hands of our users gives administrators greater control of their customer data in real-time. Navigate seamlessly between permissioning for objects and fields. Kustomer’s smart settings ensure users don’t create contradictory rules such as granting Write but not Read access. These controls allow you to connect all of your user data to Kustomer’s systems, knowing that you supervise user access.

This next step in Kustomer’s data permissioning model provides enterprise corporations with the controls they need. Learn more about how Kustomer can help your team here.

 

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