Chatbots are a hot topic in artificial intelligence. However, don't just implement technology to chase trends. Continue reading for practical do's and don'ts.
When customers are browsing your website, these three pains are very common. Keep these in mind during the chatbot design process.
Many customers have basic questions that should be easy to answer. Questions regarding your process, delivery times, return policies, ...
When websites grow bigger, it can become increasingly hard for visitors to find their way. Keeping visitors from not leaving remains key.
Visitors looking for your opening hours, store locations and telephone numbers don't spend more than a minute searching for that info.
4 tips for chatbot introduction success!
Don't start out overly ambitious. Get going with just 3 or 4 questions the chatbot will provide answers for. Pick the most common and easy to answer customer pains.
Don't try to trick your customers into believing they're interacting with a human agent. This is key to customer trust, and they'll be more forgiving in case of failure.
When a customer wishes to speak to an operator, the chatbot must immediately provide this option. Transfer the conversation to live chat during work hours or alternatively by email.
When the chatbot doesn't understand a question, you can ask only once to rephrase. Don't send your customers in loops if the chatbot still doesn't get it. Offer to transfer to a human agent .
Three examples of different chatbots within the same organisation.
A chatbot optimised for helping customers navigate the website, provide opening hours and answer questions of a general nature.
Bot that tries to retain customers with questions and provides special offers, service downgrades or schedules technical interventions.
Bot that operates exclusively in the context of a selfservice application. Provides assistance with common administrative flows and helps out with potential errors.
Orion is an omni-channel artificial intelligence technology that works on an understanding of your business independent of the channel.
Let's look at some real-life results achieved with Orion
Electricity and gas supplier Eneco has 1.3 million customers. Roughly 4000 daily customer interactions take place.
With automation in place, Eneco has gone all out to engage customers with questions. Resulting in a 4.7% churn decrease!
Orion chatbot integrates seamlessly with
Your customer service works on a shared or functional mailbox in Outlook on Exchange? We got you covered!
Is your organsisation relying on the Zendesk Support CRM in the cloud? The Orion plugin for Zendesk is available for you.
Whether you use Salesforce Lightning or Classic, on-premise or in the cloud, the Orion plugin has your back.
No worries if your CRM is not (yet) listed here. The Orion platform can be accessed using our REST API to power your CRM of choice.
Functionality available in the chatbot, in live chat and after handover.
Customer questions are automatically routed to the correct department.
When very certain, Orion can answer customer questions on his own.
When multiple answers are possible. Orion answers your customer with a top 3.
Orion suggests the most appropriate answer templates to your agents.
ID's, order numbers, ... are extracted. ERP information is then included in the answer.
Are you thinking about introducing a chatbot, improve customer experience and reduce churn? Have our experts perform a FREE scan!
During a scan we'll do an analysis of your various customer channels and respective volumes.
We select which questions are candidates for chatbots and give an indication of achievable automation rates.
Last but not least we'll zoom in on churn that can be decreased and which customer channels to promote.