Self service technologies are getting popular with COVID-19 pandemic. This is due to a demand on contactless services. Imagine calling customer service and being put on hold for a long time “Customer service is busy…”. This brings a lot of dissatisfaction to customers. This is why many business are moving towards a self service approach using Chatbot.
How to Self Service with Chatbot
In face to face customer service, there are usually a few types of intentions. Enquiries, service requests and complaints are the key ones. Thus, you can implement such intents into your Chatbot. FAQ (Frequently Asked Questions) can be supplemented for enquiries. Preliminary input gathering can be done for services requests and complaints before engaging live chat.
Advantages
Chat application is user friendly and intuitive for all groups of users. You can reduce costly complaints page and focus on developing complaint Chatbot. Subsequently, majority of common enquiries can be handled by your FAQ Chatbot. This improve your customer service responses with specific requests.
The time is ripe to invest in your Chatbot and reduce reliance in your old complaint web page or feedback form. The Chatbot will enhance your customer service with self service. Overall, this will greatly improve your customer satisfaction.
Danny Kwok 