Customers of today have high expectations of receiving excellent services. They expect a good resolution and quick response, irrespective of the platform the business is using. However, customer service representatives may not be able to handle all the cases simultaneously, and thus arises the need to introduce customer service chatbots to upscale the support.
The AI-powered chatbots are capable of engaging in programmed conversations with customers and answering common questions, which helps resolve concerns quickly. So, let us get into how Salesforce chatbot implementation can improve a company’s customer service.
Customize Each Greeting
It is common for businesses to train their customer service authorities and expect that they greet customers in a friendly manner and possibly recognize their service tier or status. The same is the case with AI. The artificial intelligence interface is capable of greeting customers or recognizing their designation in the customer service chatbot. The chatbots can be programmed to greet existing customers by using their first names. So, are you ready to save costs by hiring an AI chatbot as your customer service agent?
Create Engaging FAQs
Rather than directing customers to visit the website’s FAQ page, get your business AI-based chatbots that immediately answer the customer’s queries. Make sure to load the chatbot with quality FAQs, which include the follow-up questions and their appropriate answers. Chatbots use NLP (Natural Language Processing) to identify languages regularly used in interactions, which makes it easy for the customers to have the answers they are looking for.
Shift from Static Mode to Conversational
Customers today don’t like to wait for one day to receive a response from businesses after filling out a form. Instead of this conventional way wherein the interaction is delayed, having a chatbot that engages with customers based on their queries is beneficial. The AI-based chatbots also help in solving concerns quickly. If agent intervention is needed, the agent will have information collected in the agent console.
Embed Process Automation in Chatbots
By embedding process automation in AI-powered chatbots, you can allow customers to serve themselves with appropriate guidance and directions in case of problems concerning particular processes.
To do this, you can identify easy tasks that might not need an agent’s intervention and program the chatbots accordingly. However, in some cases where the chatbot finds it challenging to answer customer queries, it will be handed over to the agent, and he/she can use the information collected to solve the concern quickly.
Use Chatbots on Multiple Channels
Customers these days use multiple channels to communicate with the business/brand, and you might have enabled chatbots on a few channels. However, there is still a lot of scope to meet the continuously evolving customer demand, and to meet that you need to start enabling chatbots on more channels.
To do that, dig into your business analytics and identify channels that welcome the majority of traffic. After identifying the channel or channels, look for the top 10 common requests/queries on that channel and program your chatbot to answer all those questions.
Wrapping Up
Chatbots are businesses’ secret ingredient to up their customer service game. If you are looking forward to that, contact a leading Salesforce consultant in USA.
Salesforce Development 
Leave a comment