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Emma Whitner Florida- Are Chatbots Really Working? Learn More!

September 16, 2018

Did you ever verify your newly created Google account using your phone? What happens actually in that process, did you ever think about that? You submit a phone number verification request and Google calls you with a telephonic verification code which you further need to enter into the form’s text blocks. Here comes the concept of text to voice conversion and then a phone system integration that automatically calls over VoIP as per the country code and number provided.

Yes, you are thinking in the right direction! Your business support phone system can also be made such intelligent. The customer calls your business support provider and then from there whatever he types in, he can have a voice-based response from you through the machine learning process.

In the recent past, there has been a survey on a debate whether chatbots are positive or having with slightly a bad taste! The survey was conducted by LivePerson in 2017 discovered that more people universally found them positive compared to negative (38% to 11%) although the majority (51%) were mediocre.

There are so many causes behind this: user actions and expectations are changing with the extension in messaging apps and maybe there is an element of self-empowerment to resolving problems as well as not needing to communicate with someone in a call center, however talkative they might be. A recent study by Salesforce found that 72% of visitants did not believe a phone call was the best way to resolve their problem.

Let’s discuss the best case. You might have watched a lot of science fiction movies or took a few Artificial Intelligence marketing seminars too seriously, and then you’ll understand that it’s just a question of reality and we need to get a solution of it via an AI module!

However, we know that AI has got some limits and they are how beautifully we can teach to a machine and how the machine responds as a result of it. Also, machine learning is correctly what the phrase suggests; a machine that studies [from a person]. Anyone within the AI niche knows that this is a very laborious dilemma, with lots of different permutations and combinations.

One of the purposes, why chatbot based automation is getting popular, is the cost reduction within the business operations. Going forward, presumptions and errors are an unavoidable part of the progress where personal knowledge and skill is required. Industry experts need to create a training superset for the inputs and that typically requires human checks and balances among the best case, worst case & an average case possibilities of the chatbot working and chat interactions into problems, creating a glossary from which it can fetch the correct response. This is tough and proportionally time taking.

Companies also need to measure whether their systems have room for an automation technology i.e. feasibility. Does the chatbot to be built-in have the data it needs to make accurate responses? Does it have the right humans to educate it? Is the organization capable to act on the insights generated from Chatbot activity? Will the technology amalgamate with other systems such as a CRM?

There are n numbers of different ways to the problem-solving. Our company is focusing this problem in a novel way. We have created and adopted the latest in machine learning and AI to automatically transform your call center text data into a meaningful solution oriented audio, to deal with the customer’s problem so that your support get enough time to assess the technical or manual policy-based issues. So, with the right AI and machine learning, chatbots can stay relevant and improve their capability to understand their own complexity. In the end, there’s no miracle but there is a whole cluster of disruptive technology making sure that the chatbot works in a great way and doesn’t deceive.

Contact us today if you think incorporating a chatbot as automation in customer support services can help your business go beyond the obvious and perform outstandingly in every possible way.

Source: Kedjja Chatbot Solutions

Three C’S of Customer Service Success

June 29, 2018

Emma Whitner Florida says there is an old saying in the real-estate industry: The three keys to success are location, location, and location. There is a similar take on the customer service world. The three keys to customer experience success are consistency, consistency and consistency.

So, let’s talk about the different ways an organization delivers a consistent experience.

The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time. It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs.
The different channels customers interact with you and your organization must be consistent. Today’s customers connect with the companies they do business with in multiple ways. The traditional way a customer communicated with a company was in person or on the phone. Then along came emails, then chat, then chatbots. And, then there are social channels and other messaging apps. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel.
The attitude of the people who work at the company must be consistent. I’m not suggesting that everyone be a clone of each other. It is the positive attitude and the effort the employees make to take care of their customers that must be consistent. It shouldn’t matter if the customer talks to John one day and Jane the next, everyone comes to work with the plan to do their very best, every day. Regardless of who picks up the phone or responds to a message, the customer will always have a good experience.

5 Tips for Building a Customer Interaction Management Team

June 4, 2018

Developing a great team of any type takes time, courage & patience. But, when it comes to taking care of the most important asset of a business (Of course people as customers), making sure you have the right people in place to manage these complex relationships is essential.

1) Look for excellent conversationalists – This won’t always show up on a resume, so make sure to interview potential team members in person to see how well they pick up and react to different types of language. Observe their reactions not only to what you say but also your body language and tone of voice. Non-verbal communication is just as important in business as what people say through words.

2) Lean towards prospects with a strong technology background – Even the best conversationalists are now expected to be well-versed across multiple communication channels. Being only a smooth talker on the phone with customers isn’t good enough anymore, employers now seek out team members who are concise yet thoughtful in text-based mediums including email, chat, and messaging apps.

3) Evaluate internal communication capabilities – One of the pillars of a strong customer interaction management team is actually having effective and efficient conversations with colleagues. Since many employees across various departments can interact with customers (especially in the B2B industry), it’s essential that two employees aren’t providing conflicting responses. Finding excellent internal communicators isn’t easy, but once you do you should hold onto these employees as the skill is rare and valuable.

4) Leverage a system to archive customer information – No matter how good your customer interaction management team is at creating engaging and impactful dialogue, they simply can’t remember each detail of every single conversation. A customer interaction management system that also acts as a repository for customer information is essential for ensuring conversations are frequent and effective. In addition, an archive of customer discussions is great for transitioning accounts should an employee get promoted or move to a different department.

5) Seek to hire people with different backgrounds and opinions – Most companies have a diverse customer base, meaning you should also have a diverse customer interaction management team. Try to find employees who are not only a good fit with your culture but also have unique perspectives created by their personal background and history. While lifelong “local” employees may be less transient, they also can sometimes have difficulty relating to customers from other areas of the country or even the world.

The article is sourced from Team Support. Thanks for reading. Please share it with your colleagues and friends.

5 Essentials of Great Customer Service

May 13, 2018

There is no greater value to any corporation than their customer service. Here are the top 5 needful customer service to be focused on:

1. Great customer service is caring.

Great customer service comes down to caring. Not only should the corporation care about the quality of their products, but should care even more-so about customer satisfaction. Companies should take the time to ensure the customer is delivered a product that works, and that the customer understands how to use and operate their product. Companies who pride themselves on great customer service take great value in creating referrals. To ensure this possibility, they make themselves available to their customers for any questions, repairs and or concerns, and if necessary offer to replace, compensate or refund what isn’t working.

2. Passion

Passion is the foundation of great customer service people and their organizations. Customer service is the “it” factor. It is passion which separates those individuals and organizations who excel from those who offer the customer the bare minimum to get by.

3. Communication

Solid communication is crucial when it comes to customer service. Communication requires effort, flexibility and a tremendous amount of patience and self-control on the part of the customer service agent. The customer, in most cases, should be treated as correct. And, customers are wrong sometimes as well.

4. Service-minded

Corporations that value customer service doesn’t just enforce procedures and shout instructions to their customers as an approach to problem-solving. It is the responsibility of each corporation to develop a culture of service and to see the undeniable value of serving those who purchase their products.

5. Willingness

The customer who is expressing a lack of satisfaction doesn’t become a more pleasant person when met with automated systems with unreasonable hold times, and one transfer after another once they have finally gotten someone live on the phone.

Tag: Customer Services