AI In The Direct Messaging: Seizing The Social Commerce Opportunity With Conversational Messaging

Intelligent chatbots are very helpful at driving conversational messaging and ensuring your customers are happy for days or even months.

8 Ways Of How Conversational Messaging Ensures Customers Aren’t Lost In Your DMs

1. They can answer customers’ frequently asked questions.

2. Check local availability for specific products.

3. Provide updates on recent orders.

4. The chatbot can easily be programmed to speak like your brand’s mascot.

5. Interpret customer sentiment to keep the conversations going.

6. It can create a personalized and social-exclusive offer for them within the social channel.

7. The chatbot can easily hand off support via a simple API.

8. Agents on social channels can engage and convert without missing a beat.

 
What if your customer on social media needs support from a live agent? The chatbot can help hand off support through a simple API, work as a hub for customer interactions, providing both live agents with context and history to immediately solve customer issues or answer their questions.

Most businesses are easily available online and this makes the convenience of online shopping unchallenged and e-commerce sales continue to grow three times the rate of brick-and-mortar retail but bear in mind, digital retail does not and should not stop at websites plus branded apps.

The time is now for you to invest in rich and interactive social commerce capabilities. Online posts are a great start for social commerce, it’s shoppable and has the potential for personalized and real-time Customer Experience via social channels to go much further. You can transform your social channels into fully responsive and immersive digital experiences where customers can send a direct message (DM) about a product and receive informed responses. With all these ideas implemented, you can also create helpful efforts instantly without depending on customer service agents.

Do you know what opportunity lies in conversational messaging? It eases and strengthens your employee-customer interactions while activating two-way channels, supporting real-time dialogues between customers and brands. Take the right road to customer satisfaction and experience anytime and anywhere connectivity. Experience automation and scale your social commerce experience with the help of Artificial Intelligence (AI) enabled chatbots and conversational APIs. Be friends with an intelligent bot and provide better customer service. Get yours today!

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Source: https://www.mytotalretail.com/article/ai-in-the-dms-seizing-the-social-commerce-opportunity-with-conversational-messaging/

8 Inspiring Tips For Smarter Customer Experience In 2022

You can invest in brilliant CX. Even if CX excellence is a little different now compared to the years before, some aspects of the new meaning are obvious: heightened empathy, kindness, smoother digitalization, stronger security and safety, greater inclusion and diversity. The decade is giving us hints on how urgent we realize that these values are becoming more essential. There are no new needs or luxuries and they’re long overdue.

Another interesting thing about this list of obvious smarter CX? It’s not necessarily in the average Customer Experience manager’s scope of control or influence. Even you can make it a point to inculcate these values for better business growth. Some of those incredible values include:

1. Heightened empathy and kindness go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

2. Smoother digitalization involves the IT function plus business process owners across your company.

3. Stronger security and safety is enabled by facilities, legal, operations and other functional areas.

4. Greater inclusion and diversity is a commitment of attitudes and actions across your whole enterprise and with your alliances, channel partners and suppliers.

How can you ensure that you’re not overdoing Customer Experience (CX) but giving your best for customers with these best practices? How can it be achieved NOW, rather than over the course of several years? Interestingly, like the list above, the answer to Customer Experience excellence in 2022 is to revisit the basics: they’re long overdue! Here are 8 cool and inspiring tips for achieving 2022 CX excellence in these areas and beyond:

1. Stop referring to Customer Experience as interactions.

2. Start picturing Customer Experience holistically.

3. Stop calling customer service “Customer Experience management”.

4. Start focusing on customers’ objectives.

5. Stop being obsessed with quick wins.

6. Stop seeing NPS as your sure-win.

7. Start expecting everyone to align to customers.

8. Start coordinating among all facilitators of Customer Experience management.

 
It’s time to improve value for customers and customers’ value to your company. Strengthen internal communication and coordination across these to strengthen customer relationships and lifetime value. Help them see how their efforts flow from one to the next.

The new and workable solution to brilliant CX is enthusiasm and maturity in sports, music, academics and everything else. The basics are revisited and continually tweaked. These are known as CX best practices. By following this list of 8 tips for better customer service experiences, you will find that 2022 isn’t about being customer first, employee first, digital first, safety-first or revenue first, instead it’s all of them combined together to be the strength of your business strategy.

Deliver dedicated and brilliant CX by focusing on all aspects, demonstrating a high sense of empathy towards customers and employees, all evaluations and proposals. This is how you can create smarter experiences for your customers and as a way of life. Learn how you can stay connected wherever and whenever while creating smoother, happier, non-friction customer journeys now and in the future. Discover Accordia OMNI today.

Source: https://clearaction.com/21-tips-for-2021-customer-experience-excellence/

Awe-Inspiring Future: The Wonderful Chatbot Will Be Your Best Friend

How crazily are you driven by innovation and technology?

Recently, we have seen many businesses desperate to introduce chatbots. The tough competition makes it important for every business to adopt innovative technology. Businesses are catching the unique trend and they want to be early enough to maximize more profits and maintain a successful algorithm for the long term.

AI chatbot and its development have been the trending idea adopted by many CX leaders. Bots are crucial and play a huge role in delivering anytime, anywhere support and boosting human productivity. The chatbot is ideal for the customer service management area. Here’s a checklist for you on discovering the top 10 reasons why your business needs chatbot development. Dive deeper.

Top 10 Reasons: Why Your Business Need A Chatbot Development

1. Automated customer support for similar queries.

2. Save Human Resources(HR) For qualitative tasks.

3. Improves business branding with minimum effort.

4. Chatbots’ development cost is cheap.

5. More success chances as an early adopter.

6. Accelerate options.

7. Better user interaction.

8. Chatbot-easy-to-use.

9. Chatbot development requires less time.

10. Cost-effective and time-efficient.

 
People are so curious about how technology works and it inspires them to know how it’s going to affect their lives and the future businesses they own. Many brands quickly adapt to the chatbot applications to experience advancement and huge benefits. Failure to adopt this technology can lead you to experience Fear Of Missing Out (FOMO).

To avoid this, you can compete and stand out among your competitors with the help of an intelligent bot. Here’s your chance to grab a chatbot, make it your best friend and experience creating a customized and quality solution for your loyal customers while experiencing more revenues. Make your customers happy for days and years to come. Develop an easy solution through chatbot development. Contact us today.

Source: https://chatbotsjournal.com/top-10-reasons-why-your-business-need-a-chatbot-development-5a53760da1b6

New Cool Tips : 7 Actionable Ideas For Reducing Contact Center Call Volume

The ultimate goal of any contact center is to deliver a more positive and great Customer Experience (CX) while lowering the call volumes and costs. Many contact centers have invested in a variety of customer-facing technologies over the years, ranging from IVR, CTI, CRM, ACD and AI. Even after deploying these technologies, most businesses are not able to improve operational efficiencies, boost CX or maximise their ROI.

Most firms today assume that technology is the only way to cut expenses and by focusing entirely on technology implementation, they are ruining CX and fundamental operations. However, there are effective strategies to reduce the volume of calls received by your contact center while creating delightful CX and increasing business growth. Check out our new list of 7 actionable ideas on how you can reduce call volumes.

7 Actionable Ideas For Reducing Contact Center Call Volume

1. Map The Customer Journey

The first step to reducing inbound call traffic is to figure out why customers are calling in the first place. Recognizing the most prevalent difficulties that customers face with a product, process or service is part of this. The majority of inbound calls are often caused by a collection of similar factors.

We may map the customer care path using customer journey analytics once we’ve discovered the most prevalent reasons for inbound contacts. Analytical data allows us to assess the effectiveness of the service offered by the contact center agents and identifies the customer’s trouble points while customer journey analytics aids in the evaluation of publicly available data.

2. Measure Customer Effort Score (CES)

The Customer Effort Score measures how easy it can be for a customer to interact with you and get a response to a request. Switch between channels, repetitive engagement, transfers and other high-effort experiences are examples of high-effort experiences. Tracking CES can help you cut down on call volume and expenditures while also enhancing customer satisfaction.

The single question is also recommended by Gartner for determining CES.

3. Focus On Multiple Channels and Provide Self-Service Options

Utilise exceptional channels for conversations and sell those channels evenly. Set KPIs for each channel and allow customers to choose their options. Enable smart self-service options across web, mobile and telephone. Here are some examples of self-service best practices.

1. Highly visible and updated FAQs.

2. Customized CRM portals.

3. Strong and NLP enabled knowledge base solutions.

4. Self-help links integrated into web pages that lead to the help documents.

5. Online community discussion portals.

A more modern and efficient self-service option through which customers can look for answers is through chatbots and conversational IVR systems. It can be deployed from handheld devices such as mobile phones and tablets as well as from the desktop. Even social media applications such as Facebook, can be well-integrated with chatbots to give your customers optimal CX.

4. Using AI Chatbots

Chatbot adoption in contact centers have grown rapidly for more than a few years, across industries.

Chatbots are powered by conversational AI, NLP and machine learning. They offer the same conversational experience as communicating with a human agent : They are deployed as the first line of support in order to handle tier interactions.

Chatbots can be your great support as they have many exceptional abilities such as:

1. 24/7 availability and an easy-to-use conversational interface.

2. Efficient self-service option for customers.

3. Reduces the number of calls that human executives have to deal with without compromising on the CX.

5. Chatbot Agent Handoff

Chatbots are great for customer interactions by simulating human-like conversations, a common misconception that customer service leaders may have the chatbot alone sufficient to handle customer service.

The truth is there may be situations where the customer interaction needs to be transferred to a human agent. In such a scenario, the bot’s ability is to identify the interference of a human and seamlessly transition the conversation to a suitable contact center agent. In this way, the inbound call volume can be cut down by fulfilling basic, preliminary tasks such as distributing user information and recording customer concerns with the help of a chatbot.

6. Conversational IVR

Chatbot tech in contact centers is also intended to replace traditional IVR systems that tend to be a major pain point for customers looking for quick and effective issue resolution. Unlike traditional IVR systems, conversational IVR uses NLP and Machine Learning to understand the content of customer’s speech, enabling dynamic and hassle-free experiences. Customers can have a smooth transition through the complex navigation menu of a traditional IVR.

7.Ensure First Call Resolution(FCR)

The major reason that contributes to increased inbound call volume in contact centers is that most issues are not resolved in the first-call, requiring multiple calls to ensure the issue is solved in real-time. It leads to more calls that can impact customer satisfaction badly. Customer satisfaction is only great when First Call Resolution rate is always measured with CSAT to improve it.

Optimise In Order To Reduce Repeat Calls

When your contact center receives a call about a problem with a particularly ineffective customer service process, then you need to provide ample resources to your back-end team and properly modify or improve the self-help pages related to the processes. When you do this, you are able to help reduce the event of repeated calls for the same issue in the future by improving the quality of pages and processes based on support calls.

Lowering call volume is the better idea to reduce the cost of doing business in a contact center. It includes the process streamlining and automation plus you can work together intelligently. Discover more about what chatbots can offer for your contact center and how it can scale your business to greater heights.

Interested in leveraging the chatbot and creating smarter CX? Get in touch with us. Please call our CX and AI Expert for more information. Contact us today

Source: https://botcore.ai/blog/7-actionable-tips-to-reduce-contact-center-call-volume/

Unlock New Possibilities : 4 Simple Ways Contact Center Analytics Can Drive Impactful Business Outcomes

Efficiency is the new buzzword in the contact center realm now. Every customer interaction is fueled by a huge amount of data. With the help of contact center analytics, business leaders can obtain visibility into all customer support conversations. It’s rich with analysing insights from conversation data and provides an end-to-end interactive dashboard that lets contact center managers monitor conversations and take action immediately. They get to update conversation scripts to create an optimal customer experience.

The best part about contact center analytics is that it increases customer satisfaction and agents’ productivity. How do you leverage the power of analytics? Apply them to real world business challenges and you will realise that behind each of the various metrics and KPIs are human motivations, interests and needs.

When you plan to expand the role of your omnichannel contact center, you’ll need to measure your team’s performance so they can ensure total customer satisfaction. Navigate the analytics from your contact center by discovering our list below. Four simple ways contact center analytics can drive impactful business outcomes.

1. Work with an experienced customer-centric partner.

2. Deploy the right analytics for your CX needs.

3. Harness the power of customer analytics.

4. Analyse speech analytics and predictive analytics.

 
Data-driven insights and decision making can create better Customer Experiences that differentiate a brand but only if the strategy, technology and people are in place.

Intriguingly, information gained through analytics are useful only if they are shared to help you and your team improve work performance and productivity. How many employees of yours are ready to be attached to thorough analysis, data and evidence-based reasoning into their decision making processes? Data-driven insights influence better decision making design and better CX while making your brand stand out. This only happens when the strategy, technology and people collaborate effectively on the dot.

Help optimise customer’s insights and be customer-focused contact centers that are good at distributing data which also demonstrates a 360-degree view of customer needs, behaviours and actionable insights. In future, what insights do your team hope to gain? Which insights will deliver immediate versus future results? Answering these arising questions can help you stay focused on your CX goals.

Discover meaningful insights and real-time data. Get a 360° view of your customers and their insightful purchasing journeys to help you understand customer interactions now and then while uncovering efficient solutions on how you can help them. Connect with your customers in real-time via Accordia Omni. Save time and money. Make analytics your contact center’s best friend now and forever. Learn how to design smarter CX.

Source: ttec.com/sites/default/files/tips-and-takeaways-4-ways-contact-center-analytics-can-drive-impactful-business-outcomes.pdf

10 Customer Self-Service Best Practices To Power Your Contact Center Results

Most of the customer journeys begin with a simple search of FAQs on a company’s website but many DIY-ers have more sophisticated options available to them, including chatbots and automated assistants. As a contact center professional, you become more focused on agent assisted customer service methods that you may forget many customers prefer self-service.

Day or night, meeting customer expectations has never been easy but your contact center can still offer a mix of agent-assisted and self-service options. Implementing self-service is effective while providing good Customer Experiences (CX) requires operational discipline and customer-centric design. In this article, we are going to uncover why self-service is important for your business and 10 best practices for getting self-service right.

Smarter CX and brilliant self-service is changing the way customers interact with many businesses. Why is self-service very essential in today’s contact centers?

Why Is Self Service Essential For Your Contact Center?

1. Provides 24/7 Coverage

You might want to provide your customers with better service 24/7 but does keeping your contact center open and staffed with agents overnight make financial sense? The after biz hours volume is not that high or enough to justify the cost. The easy and preferred way for your customers is self service, it’s cost-effective and provides customers with round-the-clock support.

2. Self-service interactions are easy on the budget

Saving costs is good for your business. A Gartner study estimated that an average interaction costs $8 while the average self-service contact costs 10 cents.

3. Allows contact centers to maximize agent value

The common questions answered by your agents are better managed with self-service methods and even the simple transactions like scheduling appointments and paying bills are done easier with the optional self-service. When these mundane tasks are lifted from agents’ shoulders, they can spend time handling more complex issues.

4. Can be scaled easily and cost-effectively

Most days, customers are satisfied with tech like chatbots and virtual assistants. They are good at handling a multitude of simultaneous tasks and interactions. This is much more cost-effective than staffing an army of agents to handle the same workload. The best part about chatbots and virtual agents is that they don’t need to participate in time-consuming onboarding and training, meaning they can be up and running much faster than new agents.

5. Agent assistance makes way for better self-service and effective CX

The best self-service design includes a way for customers to seamlessly transfer to an agent for more advanced assistance. When done right, the elevation can happen without missing a beat and the agent can jumpstart the interaction by using the information the customer already provided.

6. Self-service AI can become smarter over time

Artificial Intelligence (AI) self-service is the new hype. The methods that use AI including machine learning can get smarter with use. It means their responsibilities can be expanded to completely handle more contact types over time.

7. It can expand on what is already happening

Many customers use the website or company app for assistance, and it’s good for you as they are already used to the DIY frame of mind. Your contact center can extend self-service offerings with AI to more advanced tech that can solve more problems.

What are these “Advanced tech”? Contact centers are equipped with some great options to choose from, many infused with AI. Self-service capabilities have come a long way from touch tone to IVRs. Organizations can now customize their-service solutions based on customer preferences and biz needs, prominent modern self-service service options such as voice self-service which are interactive voice response (IVR) systems either virtual assistants or bots.

8.Virtual assistants

They are good at answering queries and can walk callers through transactions. They can also be used in conjunction with agent assistance. For example one of our customers uses the help of a virtual assistant to authenticate callers prior to talking to an agent which has substantially reduced average wait times and handle time. They provide a more natural self-service experience and as more people use virtual assistants in their personal lives, self-service use is expected to increase as well.

9.Bots

Have you ever visited a website and had a bot ask if you need help? Bots are everywhere these days, even on blogs and small business websites. Companies have been successfully using customer service chatbots to provide web chat support, and they can either handle the entire transaction or escalate the chat session along with the customer information to an agent. But bots aren’t limited to the web chat channel. Pizza Hut and Staples use bots in Facebook Messenger, Starbucks has a bot in their app, and Sephora has one in Kik.

10.Other self-service methods

Even FAQS and searchable knowledge base in your website helps customers get the information they’re looking for or they can host user or customer forums so customers can support each other by posting and answering questions.

How to create a smarter self-service strategy

Whether you’re just now implementing self-service or need to refresh your current capabilities, taking a structured design approach will ensure your self-service offerings will meet your customers’ requirements and help you meet your business objectives. Contact centers should identify optimal capabilities and collaborative efforts and finally, define and implement a new or improved solution. Here’s what these steps look like in more detail:

1. Document your existing self-service solutions.

2. Use the documentation to determine your updated or new contact center self-service strategy.

3. Use the following 10 contact center self-service best practices to design and execute your new strategy.

Best practice 1: Don’t bite off more than you can chew.
Best practice 2: Communicate with all stakeholders throughout the process.
Best practice 3: Select the right types of interactions for customer self-service.
Best practice 4: Don’t try to “get rid of” customers at all costs.
Best practice 5: Provide customers with guidance and context.
Best practice 6: Create A Smooth Path To An Agent

Source: https://www.niceincontact.com/blog/10-customer-self-service-best-practices-to-power-your-contact-center-results

Cool Tips : 12 Contact Center Cost Saving Ideas

1. Assess how metric scores impact costs.

2. Focus on improving your resource planning.

3. Implement desktop automation.

4. Anticipate customer needs and provide an online answer.

5. Boost your first contact resolution rates.

6. Install an AI-infused Knowledge Base.

7. Reduce inbound contact volumes.

8. Rethink your self-service strategy.

9. Consider utilizing automated text alerts.

10. Use speech analytics to highlight inefficiencies.

11. Reconsider your outbound systems.

12. Listen to your customers.

 
Customer satisfaction has a great impact on revenue and how you save costs in the contact center will help you speed up resolution time and experience greater control over the processes. One of the best means of saving costs in your contact center is via automation or the cloud. It’s a great option as customer requests can be dealt quickly and efficiently while helping you experience increasing customer satisfaction constantly.

Ready for increased speed? Improve the overall Customer Experiences with a cloud solution. Talk to us today.

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20 Reasons On Why Your Customer’s First Choice Is Live Chat

1. Holds multiple conversations at one time.

2. Increases brand trust and credibility.

3. Quick mobile, desktop and email alerts.

4. Fast replies to common questions.

5. Clever conversational User Experiences (UX).

6. Builds customer relationships and engage more than one customer at once.

7. Helps to upsell, cross-sell, increase reach, conversions and sales that ultimately grow your revenue.

8. Creates a successful team.

9. Route chats automatically to assigned agents.

10. Can monitor chat analytics to get insightful information on chat volume, abandonment and waiting for response times.

11. Customers can choose to meet the brands of their choice anytime and anywhere.

12. Drives revenues, costs and let it do the talking for you in real-time.

13. Reduces business costs.

14. Natural language conversation with a menu to answer basic questions for your customers and in multiple languages.

15. Efficient, cost-effective, convenient and adapts to reduce customer response times.

16. Handles multiple chats at one time for flawless Customer Experiences.

17. Interacts with customers at any hour, any day.

18. Quality customer service.

19. Reduces repetition for your customers.

20. Boosts your customer service team’s productivity.

 
Be the best at creating happy customers even for days or months. This time around, you’re going to let your customers choose how and when they want to interact.
Make live chat your customer’s first choice and your best friend.

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7 REASONS WHY YOU SHOULD ADOPT LIVE CHAT AND 20 REASONS WHY YOUR CUSTOMERS LOVE LIVE CHAT

1. Easy information sharing and crystal clear communication.

2. Boosts customer service team’s productivity.

3. Great way to connect with customers.

4. Helps your agent build rapport with customers.

5. Expands instant availability and route to a real human for humanized interactions.

6. Helps you do live chat right and win over your competitors.

7. Solves issues in real-time with the help of new tech, innovation and automation.

WHY DO YOUR CUSTOMERS LOVE LIVE CHAT?

 
Re-create meaningful and humanized interactions for days and months. Reach all your customers in the exact moment they would want and stay connected in real-time.
Discover why you should adopt live chat and why your customers love live chat more than any other interactive channels.

Chatbot & Live Chat

Source:  https://www.helpscout.com/helpu/live-chat-improves-customer-service/ || https://fonolo.com/blog/2022/01/customer-service-statistics/