Besides product and brand image, customer service has as well a significant impact on a company's reputation. That’s why the customer service department plays a central role in every customer-oriented company and bears great responsibility for creating satisfied and loyal customers.
In a digitized world, where consumers expect the best possible service as quickly as possible, at best via their preferred channel, this is a real challenge, especially in view of the continuously increasing volume of news.
As a result, modern customer service employees are constantly faced with new tasks or processes that they must adapt to withstand the growing work pressure. However, customer service representatives are often overlooked when it comes to finding solutions to the challenges of a sustainable customer experience. And this is exactly where user-friendly chatbot platforms can ensure that service staff are involved in finding solutions.
Expertise instead of programming
When it comes to creating new customer experiences or automating processes in practice, IT or other departments are primarily concerned with finding solutions. However, the specialist knowledge and expertise on how to communicate correctly with customers can be found in the customer service department.
For a long time, the development of chatbots was too complicated for people with no technical background and programming knowledge. However, new chatbot platforms have the potential to close this gap: the evolution of innovative chatbot platforms has made it possible to develop a chatbot without specific programming knowledge; their user-friendly interfaces make it possible to build and even implement a chatbot just within a few days.
If at the beginning of the year, there was a shift from the development and management of chatbots by external parties to companies that take the technology under their own wing, the time is ripe for the next step: employees who work side by side with the bots, become responsible for the development of the bots themselves.
Making complex development processes easy
Customer service employees strive to deal with customers in a meaningful way. They know the products, services and customers like the back of their hand and apply this valuable expertise every day. They know exactly when empathy is needed, how to conduct a conversation and how best to answer customers' questions. This makes them the ideal candidates for the development of a chatbot. With the help of an easy-to-understand platform, employees can automate solutions themselves. Especially since chatbots are usually developed based on decision trees or flowcharts - with “yes” and “no” answers.
This makes it very difficult for people without technical know-how to develop dialogues.
Customer service employees are already being used for onboarding and training of new employees. What if the same methods could be used to develop chatbots? The trick is to turn something very complex into something simple. For a customer service representative, the development process of a chatbot should basically be the same as training a colleague to explain how to conduct a customer conversation.
The customer service representative, who has had many conversations with customers in the past, knows exactly which direction a conversation is going and which information he has to ask for and provide in order to help the customer optimally and quickly.
All he has to do is enter the questions and answers in the way in which he would behave towards the customer in a real conversation situation. The rest is done by the conversational AI platform that understands the semantics of the conversation and is therefore not limited to the topic but can respond dynamically to the questions asked.
With the help of powerful AI-controlled platforms, the focus is no longer on decision trees and flowcharts. Instead, customer service representatives can focus entirely on developing chatbot dialogues. The fact is that by using powerful AI-driven platforms, creating data-driven chatbot conversations is easier than ever.