Empowering CX Conversation By Going Back To Basics with Essential FAQ – Chatbots
“It’s not what you’ve got, it’s what you use that makes a difference. Quote by Zig Ziglar”
You’ve climbed the hill in creating a successful product or service and managed to grow your pool of customers. However, customer retention will determine your company’s next leap. It’s not rocket science to understand that keeping existing customers happy is as important as growing new customers. You can’t have one without the other should you want to create a sustainable business. Meaningful conversations between customers – agents – and stakeholders are important, and the tools you use to continue growing your business will make that difference, especially in today’s super-charged tech world for businesses.
The market is finding its way, fully online for some, while others are seeing its revenue via brick-and-mortar business rise compared to online purchases following the blip years, the post-COVID-19 years. Where daily lives of going, up and about have resumed proven by the reports. Malaysia’s retail sector surges with 7.8pc growth in Q1 2024 amidst consumer challenges, as reported by Yahoo! news.
The best growth solution is to ensure that both online and offline businesses are seamlessly connected. What are the tools that bridge these conundrum situations? If you have not implemented any technology for your Customer Service strategy management, I suggest, “Going back to the basics of FAQ Chatbots” before jumping on the bandwagon of a more advanced and complex AI-powered CX technology. Indeed it is truly a necessity these days as we live in a world where we’re constantly connected 24/7 and 365 days a year whereby your customers have a question and might want just a high-level answer. If they can just access these answers via the FAQ Chatbot in an instant, your brand has created a first positive impression. However, you can imagine if they can’t find any pointers on your webpage or social media, chances are they might seek a competitor for this basic FAQ info. Why should you lose out on this opportunity?
Here are a few checkpoints on why you should deploy knowledge-based FAQ chatbots for your businesses starting today.
🚩 FAQ Bots: What Are They, and How Do They Work?
Rewinding into the past, one of the earlier pioneers of re-directing customers to an FAQ page, in a blink of an eye teaching their customer base to to self-serve “without” a live human agent to speak to are companies such as Agoda, Air Asia, and Traveloka. However, one must say, the responses via email must certainly be at a level on par. As these are dealing with bookings that many a time face changes in date and timing. However, yes I do agree with some sentiments that currently it might not apply to ALL industries.
Hence, that’s the beauty of FAQ Chatbots. Replacing traditional human agents who if not most times are answering repetitive questions, especially at peak hours or even after-office hours. These conversational bots have become a norm, and are most helpful. They can redirect the customer to the correct page of information. Therefore saving time and getting an accurate answer, while maintaining the customers’ and agents’ peace of mind.
How many times, via traditional dial-in days, a simple question is escalated to a full-blown disgruntlement by the customer due to delays in calls being answered with the wrong information given at the end of the day? Those who have been a CX agent from the 80s and early 90s have seen these all too often.
How an FAQ Chatbot Works in 4 Easy Steps:
Step 1: Customers type their query into the chatbot on your webpage. The chatbot instantly replies, often displaying a list of category buttons to choose from.
Step 2: The next line of chat appears like a mini diary, guiding customers to find their answers. Category streamlining minimizes the need for further probing, saving time for both the customer and your agents.
Step 3: Customers click on the relevant link to read more. That’s right—knowledge-based bots function as probing bots!
Step 4: The beauty of FAQ chatbots? They’re available 24/7 without interruptions.
🚩Why Your Business Needs an FAQ Chatbot?
A Chatbot FAQ helps with re-directing your customers to your company’s website/social media landing page, enhancing your company’s productivity overall. Not only that, it also helps with:
▪️ Empower your support team by allowing chatbots to manage repetitive inquiries, freeing up human agents to tackle more complex issues.
▪️ Enhance the user experience with multi-language support, gradually expanding to include more languages.
▪️ Increase customer engagement by delivering instant responses.
▪️ Improve efficiency by making information easily accessible, eliminating the need for users to navigate through multiple pages.
▪️ Collect user contact details to ensure follow-ups and confirm satisfaction with the provided answers.
💡Additional note: To facilitate customer conversation tracking and history, chatbots can be integrated with CRM platforms like Zoho, Freshworks, and even Salesforce. This integration allows for seamless data flow between the chatbot and the CRM, enabling better customer service, personalized interactions, and a comprehensive view of customer history.
🚩Discover the Best FAQ Chatbot for Your Needs
Rule of thumb on the different types of chatbots for your business needs. Companies such as Accordia Global’s chatbots give enterprises or SMEs the flexibility to scale. As we know a full scale of integrated CRM might be expensive or at a higher cost.
Why not implement a chatbot that covers basic customer experience needs with speed and accuracy?
Here are the different types of chatbots:
▪️ Voice Bots
▪️ Menu-Based Chatbots
▪️ Rule-Based Chatbots
▪️ AI-Powered Chatbots
▪️ Hybrid Chatbots
Are you ready to pick a chatbot for your business?
🚩Chatbots- A Versatile Tool for Both Customers and Agents
👍🏼 Customer Support: Instantly handle common queries, freeing up human agents for more complex tasks.
👍🏼 Lead Generation: Engage website visitors, the chatbot can gather contact info, and qualify leads effortlessly.
👍🏼 24/7 Availability: The Chatbot provides around-the-clock support, ensuring customers get answers anytime.
👍🏼 Onboarding & Training: Guide new users through processes, helping them understand the products and services effectively.
👍🏼 Information Retrieval: The Chatbot provides quick access to details on products, services, or policies to improve the efficiency of information retrieval.
👍🏼 Survey & Feedback Collection: Gather customer feedback and conduct surveys to enhance services.
👍🏼 Order & Booking Management: Assist with orders, reservations, and delivery tracking.
These uses help enhance customer experience, streamline operations, and improve overall efficiency. As from the agents’ point of view, it helps them to be more efficient, translating to job satisfaction.
The essence of your CX tech journey starts with the deployment of Chatbot. Today you have an array of choices, and the decision in your hands to pick and choose the type of chatbots you would like to start with. Be it from a knowledge-based chatbot to a voice chatbot or an advanced hybrid type. Helping to continuously service the existing pool of customers, while managing new inquiries and directly creating a pool of potential customers. Here at Accordia Global, we provide the solutions for you.
