Customer support plays a vital role in maintaining customer satisfaction and loyalty. As technology continues to advance, self-service support options and the integration of bots have revolutionized the way businesses interact with their customers.

At Collab, we believe that Self-Service Customer Soutien is an empowering and growing trend that provides an array of benefits for the customer while giving companies a flexible solution for providing support 24/7. Bots are leading the race and can be a game-changer in customer experience. This blog post aims to shed light on the benefits of self-service customer support and the increasing prominence of bots in enhancing customer experiences.

En libre service

 

Customer care and support are an important part of any business. Traditionally, people had to call a number or visit a store to have their issues and doubts solved. With self-service customer support, there’s no need to interact with an agent or representative.

 

The Power of Self-Service Support

 

Self-service customer support empowers customers by providing them with the tools and resources to find answers to their queries independently. From online knowledge bases and FAQs to video tutorials and community forums, self-service options offer convenience, accessibility, and instant assistance. Customers appreciate the freedom to troubleshoot issues on their own terms, saving time and effort in the process.

Self-service options give customers faster solutions that they can find in their own time. In fact, most people prefer to solve issues on their own and only reach out to support channels when they have no other solution.

Let’s jump to a real example: bots. A bot is an automated application designed to interact dynamically with the user, simulating the way a human would behave as a conversational partner. A bot with Artificial Intelligence can resolve more than 70% of customer queries.

 

The Emergence of Bots

 

Bots, powered by intelligence artificielle (AI), have emerged as game-changers in the realm of customer support. These intelligent automated assistants are capable of understanding and responding to customer inquiries in real time. Bots can handle a wide range of tasks, from providing basic information and order tracking to processing refunds and facilitating product recommendations. With the ability to handle multiple inquiries simultaneously, bots significantly reduce wait times and enhance customer satisfaction.

Usually, bots start by handling simple questions through webchat, providing customers with info from FAQs or knowledge bases. They are valuable to perform tasks that are simple and repetitive and often do it faster than a person could. This kind of simple bot is very easy to build and can retrieve information from various sources (databases, FAQs, websites) and use it to provide customer support.

Nowadays, bots can handle more complex customer needs. Thanks to Artificial Intelligence, bots can solve questions about customer private accounts that need authentication or even perform operations (like buying, selling, transferring money, or others). They can recognize speech (voice recognition), evaluate sentiment, detect intents, reply in a customizable voice, and flag unusual occurrences. Thanks to AI, bots know when to search for an answer from a knowledge base, when to ask for clarity, and when to direct users to a human agent.

Bots are:

  • Easy to build, deploy and enhance;
  • Disponible pour le chat et les interactions vocales;
  • Personnalisable et personnalisable selon vos besoins.

 

Benefits of Self-Service Tools & Bots

 

Availability and Accessibility: self-service options and bots are available 24/7, allowing customers to seek assistance at any time, regardless of business hours or geographical location. This ensures customers never feel stranded or left waiting for support.

Faster Resolution: bots can swiftly analyze customer queries, providing accurate and relevant responses in a matter of seconds. This expedites issue resolution and improves the overall customer experience.

Cost Efficiency: self-service customer support and bots help businesses save on labor costs by reducing the need for a large support team. With automated responses and comprehensive knowledge bases, companies can handle a larger volume of customer inquiries without compromising quality.

Personalization: advanced AI algorithms enable bots to analyze customer data and personalize responses accordingly. This enhances the customer’s experience by providing tailored recommendations and solutions.

Agents have more time for more important interactions.

 

Témoignages Clients

 

Self-service channels are easy to implement. At Collab, we have many projects that deliver this experience. They rely on OneContact Flows, qui est notre outil pour concevoir le parcours de l'interaction entre le client et le centre de contact. Les flux sont appelés IVR (interactive voice response), pour les interactions vocales. Pour les interactions Web ou visuelles (telles que le chat en direct), les flux sont appelés Web IVR.

 

TÉMOIGNAGE CLIENT 1 : Pandair Travel

Rencontré Pandair Travel Web IVR

Notre agence de voyage virtuelle, PandAir Travel, a implémenté un SVI Collab Web sur son site Web. Les clients ouvrent tout site Web qui contient la technologie Collab Web IVR et peuvent immédiatement démarrer la navigation dans des menus visuels magnifiques et explicites. Après avoir parcouru les différentes options et flux, les clients peuvent également choisir de démarrer une interaction en direct ou d'être contactés plus tard. Voyez-le en action dans la vidéo ci-dessous!

Lorsque l'interaction est mise en file d'attente pour un agent humain, Collab Web IVR affiche la position dans la file d'attente et le temps d'attente prévu.
Les clients peuvent à tout moment se retirer de la file d'attente et demander un rappel plus tard.

Le parcours du client est suivi sur le site Web ou les applications, de sorte que chaque point de contact contribue à fournir un contexte aux agents et / ou pour acheminer correctement l'interaction (routage intelligent). Lorsque l'agent reçoit l'interaction, toutes les informations sont synchronisées: l'agent voit le parcours client sur le site Web et apprend quelles sont ses destinations et dates préférées. Les agents peuvent désormais fournir un support plus personnalisé et plus rapide!

TÉMOIGNAGE CLIENT 2 : Banque à domicile

Taking home–banking to another level with a Vocal Bot

Les bots peuvent être utilisés pour accélérer le processus d'ouverture de nouveaux comptes bancaires et pour activer la banque à domicile directement depuis le téléphone du client. Un bot guidera l'appel à travers un menu d'options ; grâce à la reconnaissance vocale, le bot est capable de comprendre la voix du client, de procéder à l'authentification et d'effectuer des opérations bancaires.

TÉMOIGNAGE CLIENT 3 : Telco

Améliorer l'expérience client dans les télécommunications avec un chat bot

Collab travaille en étroite collaboration avec les entreprises de télécommunications. Un exemple de la valeur des bots dans ce domaine est l'implémentation d'un bot connecté à toutes les informations des appareils disponibles à la vente. Le bot est présent sur chaque page produit, donc lorsqu'un client recherche un nouveau smartphone, le bot peut répondre à toute question sur les caractéristiques techniques de l'appareil.

How Collab implements bots for self-service support

Pour implémenter le support client en libre-service, Collab utilise OneContact Flows. Avec une interface intuitive et graphique, One Contact Flows est facile à utiliser et ne nécessite pas de compétences en codage. L'utilisateur n'a besoin que de placer les cases et de définir le chemin du flux de conversation. Chaque case représente une étape de l'interaction. En ce qui concerne les options de déploiement, vous pouvez déployer vos bots sur n'importe quel canal! Voici les options:

Des widgets pour dynamiser votre site Web
  • Customers can interact with the Contact Center, with no costs, through our Click to Interact Widgets available at OneContact CC! They can be deployed on any website or application so the customers can reach out to the company in their preferred channel.
  • ClickToVideo & ClickToCall – Uses the WebRTC technology for calls and video calls, through a browser.
  • ClickToChat – Uses Collab’s WebMessenger with a responsive interface available on all platforms, including mobile.
WhatsApp et Facebook
  • Nous nous intégrons aux réseaux sociaux, vous pouvez donc fournir un support client sur n'importe quel canal.
applications
  • Notre déploiement basé sur le Web convient à la plate-forme de votre choix. Cela signifie que vous pouvez le déployer dans vos propres applications.

As technology continues to advance, self-service customer support and bots have become integral to modern businesses. Embracing these tools empowers customers, reduces costs, and enhances overall customer satisfaction. By combining the benefits of self-service options and the efficiency of bots, companies can create a seamless and efficient support system, setting the stage for success in the digital age.

 

See how it works! Watch the OneContact Flows video