AI & Agent Assist That Can Level Up Your Customer Support |Achieve better CX in 5 Simple Steps
Although we are all challenged, both professionally and personally, by the phenomenal speed at which our world is changing, it provides an opportunity to evolve and embrace technology to build a better foundation for our new normal.
Reality is that customer expectations and needs have changed overnight. And with both customers and businesses confined to their homes, reassessing customer needs is a requirement to keep you connected. However, it puts an incredible pressure on your employees, technology applications, and support processes. Disoriented by isolation and not able to ask a co-worker or supervisor, agents are desperately trying to cope with mounting call queues and struggling to handle a rising number of “difficult” calls.
According to McKinsey, keeping a real-time pulse on changing customer preferences and rapidly innovating to redesign journeys that matter will be key. Here at Shelf, we provide the infrastructure to empower your support channels with end to end knowledge automation by following these 5 simple steps.
1. Add Automated Deflection to your Self-Service Portal.
With phone queues extended and wait times pushing customers patience, effective self-service portals grant customers independence from music on hold purgatory. And although over 80% attempt to use FAQs, webforms or webchat, two thirds of customers say that there is not enough help available on organizations’ websites or apps and 77% want a phone number on every web page or app.
The truth is simple: clients don’t really want to speak to agents and for items that can be resolved without expensive agent resources — you don’t want them calling. And that’s why effective self-service is so important. Preventing customers from sending off the Contact Us can be achieved in one step.
Employ a Knowledge Automation Platform and enable an AI-driven recommendation engine to surface articles that answer the exact questions filled in the Contact Us form, before it is even submitted. In fact, this deflection method can reduce your inbound interactions by 20%.
2. Power Your Chatbot with the Right Knowledge
Chatbot investment usually promises the moon and the stars, when it comes to customer support. However, 84% of customers complain about negative experiences with corporate chatbots. The usual Chatbot interaction scenario includes explaining your issue to a chatbot only to repeat it again to a real agent. A frustrating experience, which simply drags on and undoubtedly increases the customer effort.
That’s when the chatbot’s ability to digest complex enquiries plays a key role in customer satisfaction. Connected to a strong knowledge backbone and AI, your chatbot will be empowered to effectively handle a wide scope of questions instead of wasting customers’ and, ultimately, agents’ time.
There are more proactive measures you can take to effectively decrease the average handle time and improve agents’ proficiency.
Learn how Shelf:
- Integrates with Google Rapid Response Virtual Agent
- Can level up your IVR
- Boosts agent’s proficiency with Agent Assist.
