This blog was written for Click4Assistance and originally published on 2020/07/22. ↗️
Conversational interfaces are the 2020 marketing focus, but interestingly, it has more to do with customer service than it does with marketing. Customer experience is what sets businesses apart and can give a competitive edge like no other. An okay customer experience can yield an okay review, but leaves much to be desired. A good customer experience can solidify whether a customer remains loyal or goes to a competitor, but a great customer service experience can make your business shine like the brightest supernova. Great customer service experience is what your business should be aiming for, as this is where repeat customers and referrals happen. This is where brand ambassadors are born and those brand ambassadors can sell your business for you; which is every business’ aim.
“How can my business improve its customer experience with conversational marketing?”
Conversational interfaces exist in our daily lives on a much larger scale than just in business. We live in a world of conversational artificial intelligence and we are surrounded by thousands of devices that power this technology, for instance, your smartphone. Smart voice assistants, like Siri, Alexa and Cortana, are excellent examples of conversational AI. They are very useful, once you know how to use them, and can greatly improve our productivity and lifestyle. While being so easy that even a parrot has learned how to order Amazon products with Alexa, it’s a familiar platform and widespread in personal use. So why not employ the same strategy to our customer service experiences?
If you have a business in 2020, you most likely have a website and are already using the market’s best live chat provider, Click4Assistance. If you aren’t, it’s time to level up your live chat. Many customers shop online because it’s simple, easy to use, convenient and allows them to browse when they have the opportunity, which may be during closed business hours. Many online shopping businesses can attest to the fact that orders come in at all hours of the day or night, and that’s the way the world is shifting. When your customers are busy commuting or working long hours, you have to provide them with the option of shopping when they can, and working with them.
One of the best ways to do this is through an artificial intelligence chatbot like Artie. What happens when a customer has a question for your business during out of hours times? Does that question go unheard? Or do you have the best live chat provider’s AI chatbot, Artie, greet them when they come to the website and assist them when your office is closed? Imagine having someone working 24/7, never sleeping, always online and available and can speak with an unlimited number of customers simultaneously. What if they could also cross sell and up sell, increasing your potential for revenue as well? That sounds like a perfect employee. It’s Artie, from Click4Assistance.
This is the best way to level up your customer service experience. AI chatbots like Artie make your customer service department more productive instantly, as your agents are not responsible for greeting every customer as soon as they visit the website, or assist with navigation, and don’t have to answer basic questions like opening hours or locations, since the AI chatbot already does this. This allows your customer service team to focus on the quality of their work, which will greatly improve your customer service satisfaction rate.
Coni, Click4Assistance’s AI form-bot, can also assist your customers in finding what they are looking for. Through a series of questions, Coni can help your customers identify their issue, and drill down to the right solution or if no solution can be found without human intervention, then she will identify the right customer service agent who specialises in that area and transfer the customer to them. This can save the customer a lot of time and provides a lot of information to the agent, reducing their time spent on looking for the root of the customer’s issue.
Click4Assistance has been working with businesses like yours for over 15 years, so who else would you trust to know your industry and provide reliable UK based support with a robust system. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 08451235871 or send an email to [email protected] and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.