How to use the humans and Chatbots effectively for better customer support?
The current trend in companies is to have a chatbot hosted on their webpage.Though Chatbots are found to reduce the work of humans,It is a common myth that chatbots will replace humans. Chatbots are used for repetitive queries raised by customers so that real support agents can focus on the higher priority tasks of the customers.
According to the Pareto 80–20 rule, 80 percent of the queries that agents get are similar requests from customers and 20% are prepared responses to cut down on the response time.
We need to use the chatbots and humans in the right situations to ensure a “wow” customer experience.
Bots VS Humans:
The advent of technology has made AI the buzzword and bots have become ubiquitous.
Self-service on chats also reduce the traffic and customers get their answers on the articles itself and around 60% of the people prefer to look for the solution on their own rather than relying on agents.
Simple issues like password reset, account set up or catalog download can be easily handled by bots and ensures to cut down on repeated requests raised by the same customer or different customers.
It is also a great idea to always have the bots extract information from the customer when he or she is looking around products and get the agent contact them for consultation regarding the prospect’s needs.
Though bots are used as a replacement for proactive conversations on chat,Here are some factors were humans have a greater edge :
- Onboarding and Up-sell: When your customer has more agents to onboard and expresses an intent to purchase, it is always good to have human assistance rather than having a bot process the transactions. Real agents will also be able to understand the customer’s mood and suggest some other products or services and also agree on discounts and ensure a smooth purchase. Also, when a customer requires a complete on-boarding assistance, it is always good to loop in a real agent at the customer’s assistance.
2.Dissatisfaction with the service: Though a bot can solve issues at the basic level, the key factor where humans score brownie points here is “empathy”. Customers need to be attended to with greater patience and a keen ear to listen to their issues, understand and empathise with the pain points they face. Though bots can predict the unhappiness quotient of the customers, it is always good to have real agents assist them, heed to their problems and support them at the right time to prevent churn.
3. Troubleshooting more complex issues: Remember bots are pre-programmed and inputs are fed into bots. What happens when a customer encountered a strange incident which no one else had ever encountered before? This requires a problem solver and customer service champion to address the customer’s issues one by one and provide assurance to the customer. Though bots can troubleshoot basic problems, it is most recommended practice to transfer the higher degree problems to humans before customers becoming dissatisfied with the service.
It is also good to have humans attend to customers when he or she is unhappy with the answers that a bot provides rather than collecting feedback via bots after chat resolution to achieve maximum customer happiness.
It is equally important to train the bots with the right questions and answer sets so that customers get the right answers from the bot for their queries and in this way, we can make the most out of the bot tools.
At certain instances, nothing can match human intelligence, empathy and decision-making abilities. Though bots are developed as facilitators for human intervention, it is always best to make the transition from bot to human seamless, exploit the potential of bots to the fullest at the same time ensure customer delight understanding the sensitivities of customer issues thus delivering the right customer experience.