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 Apoio, suporte 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.
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 artificial intelligence (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;
- Disponível para chat e interações de voz;
- Brandable e personalizável de acordo com suas necessidades.
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.
Depoimentos de clientes
Self-service channels are easy to implement. At Collab, we have many projects that deliver this experience. They rely on Fluxos de OneContact, que é a nossa ferramenta para desenhar o caminho da interação entre o cliente e o contact center. Os fluxos são chamados de IVR (resposta de voz interativa), para interações de voz. Para web ou interações visuais (como chat ao vivo), os fluxos são chamados de Web IVR.
HISTÓRIA DO CLIENTE 1: Viagem Pandair
Conheci o IVR da Pandair Travel Web
Nossa agência de viagens virtual, PandAir Travel, implementou um IVR Collab Web em seu site. Os clientes abrem qualquer site que contenha a tecnologia Collab Web IVR e podem iniciar imediatamente a navegação em menus visuais bonitos e autoexplicativos. Após navegar pelas diferentes opções e fluxos, os clientes também podem optar por iniciar uma interação ao vivo ou serem contatados posteriormente. Veja em ação no vídeo abaixo!
Quando a interação é enfileirada para um agente humano, o Collab Web IVR mostra a posição na fila e o tempo de espera previsto.
Os clientes podem, a qualquer momento, sair da fila e solicitar um retorno de chamada posterior.
O caminho do cliente é rastreado no site ou aplicativos, de modo que cada ponto de contato contribui para fornecer contexto para os agentes e / ou encaminhar a interação corretamente (roteamento inteligente). Quando o agente recebe a interação, todas as informações são sincronizadas: o agente vê o viagem do cliente no site e saiba quais são seus destinos e datas preferidos. Os agentes agora podem fornecer suporte mais personalizado e rápido!
HISTÓRIA DO CLIENTE 2: Home Banking
Taking home–banking to another level with a Vocal Bot
Os bots podem ser usados para agilizar o processo de abertura de novas contas bancárias e para habilitar o home banking diretamente do telefone do cliente. Um bot guiará a chamada por um menu de opções; graças ao reconhecimento de voz, o bot é capaz de entender a voz do cliente, proceder à autenticação e realizar operações bancárias.
HISTÓRIA DO CLIENTE 3: Telco
Aprimorando CX em telecomunicações com um bot de bate-papo
A Collab trabalha em estreita colaboração com empresas de telecomunicações. Um exemplo do valor dos bots nesta área é a implementação de um bot conectado a todas as informações dos dispositivos disponíveis para venda. O bot está presente em todas as páginas do produto, portanto, quando um cliente procura um novo smartphone, o bot pode responder a qualquer dúvida sobre as características técnicas do dispositivo.
How Collab implements bots for self-service support
Para implementar o suporte de autoatendimento ao cliente, a Collab usa OneContact Flows. Com uma interface intuitiva e gráfica, One Contact Flows é fácil de usar e não requer habilidades de codificação. O usuário só precisa colocar as caixas e definir o caminho do fluxo da conversa. Cada caixa representa uma etapa da interação. Com relação às opções de implantação, você pode implantar seus bots em qualquer canal! Aqui estão as opções:
Widgets para potencializar seu site
- 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 e Facebook
- Fazemos integração com as redes sociais, portanto você pode dar suporte ao cliente em qualquer canal.
Apps
- Nossa implantação baseada na web se adapta à plataforma de sua escolha. Isso significa que você pode implantá-lo em seus próprios aplicativos.
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.