The world has changed a lot in 2020: the availability of products and services and the service channels used have all undergone a transformation. Usual activities might not be carried out the usual way anymore; the behaviour of customers has become different.
Managing the new situations brought on by these changes is of key importance.
If your customer service team is overloaded, admit it and direct traffic toward the self-service channels.
‘Normal’ regulations need to be updated as soon as possible so that they respond to the current situation.
We need to handle the situation there where our users go, on the channels they prefer.
The number of problems is significant but actually manageable. Overloading often occurs because there is no time to deal with questions that would be otherwise easy to answer.
Attainable goal: by highlighting the 5 most frequently asked questions and using automation to answer them, the workload can be significantly decreased.
People prefer social channels more and more for reporting complaints
Usually they ask the same questions again and again
There is no capacity even for answering simple questions
Due to the noticeably increased traffic, comments will flood our social channels if we don’t handle them appropriately via chat. Nowadays there exist FAQ automation processes that can significantly help in directing the users to the appropriate channels in a cost-effective way, in case of certain keywords.
With the help of these tools, by answering these questions, you can build a working prototype of a customer support chatbot.
It’s best to start with only a few functions and validate those. They should be introduced in the welcome message, demonstrating the bot’s functionality with simple examples. Help the users by showing them what they can enter and what they can expect an answer to.
User tests can be carried out based on various use cases with the help of the prototype, without system integration, modelling actual operation.
A good solution can save the interactions from various channels into a single user profile.
You can create a “minimum viable product” that can go live and be tested in as fast as a few weeks, which saves you valuable time.