Customer Support Software in the 21st Century: Bot + Human

Customer service is an extremely crucial part of modern enterprises. Businesses are evolving toward a consumer-first strategy in today's highly competitive marketplaces. As a result, organizations must provide flexible and fast customer service. Companies are looking for new technology to empower their customer service to minimize customer dropouts and response time, both of which are persisting important difficulties in modern customer care.

The majority of customer service is still provided by teleoperators, which is a time-consuming and tedious procedure in our experience. Rising consumer demands and developing customer service strategies present several issues, including:

a. Customer Engagement on Social Media

b. Customers' intrinsic need for promptness

c. Aligning Customer Success and Support 

d. Measuring Overall Impact Across KPIs, among other things.

The goal is to handle these issues in a way that benefits both consumers and the business. In this age of machine intelligence, a perfect synergy of human intelligence with machine learning can give us solutions to the aforementioned difficulties.

Disrupting Customer Support with Bots and Humans

Intelligent chatbots have already begun to make an impact on the customer service business. A chatbot may take over numerous client touchpoints and assist businesses in gathering vital information such as name, email, issue, inquiry, or feedback, among other things. The wonderful thing about chatbots is that there is no downtime. Previously, a client query would be handled by phone, email, or chat. Where a significant amount of time is spent selecting a support agent based on availability and analyzing the consumer's situation, resulting in greater churn and dropouts.

Chatbots can now understand general language and respond to client inquiries immediately thanks to the advancement of NLP. This gives you time to choose the ideal agent to address complicated client concerns and requests that might otherwise necessitate human participation. As a result, the future disruption in the customer service business will be a Bot+Human mix. According to a poll, live chat has substantially higher customer satisfaction than email or phone conversations.

A chatbot may help capture Top of the Funnel leads from customer interactions and optimize marketing efforts more accurately depending on the data gathered. According to the American Marketing Association, B2B organizations that employ live chat get a 20% boost in conversions on average. As marketing has gotten more personalized, employing customization based on data acquired by bots may assist marketers in moving customers along the funnel and eventually converting them into paying customers.

Consider how this new customer care system, which is driven by bots and humans, is solving the concerns we described earlier:

Customer interaction on social media

The chat allows the customer support personnel to acquire information more quickly and engages the consumer in a more personal and social setting.

Customers' intrinsic need for promptness

Bots can undertake the initial engagement with the client to provide them with a return on their time by analyzing requests faster, considerably lowering churn.

Combining Customer Success and Support

Chatbots can collect Top of the Funnel leads at numerous customer touch points by combining Customer Success and Support. This opens the door for the marketing team to nurture the leads obtained through live conversations.

Measuring the total impact across KPIs, for example.

You are missing out on information that might make or break your goods if you are not measuring the success of your KPIs. Measuring the KPIs provides you with a comprehensive insight into your business. Notably, a centralized and well-maintained customer service and customer success system may assist in gathering data points and distributing them to teams and stakeholders for analysis.

Are you thinking about using chatbots in your business? For a more extensive description of chatbot features, industry use cases, and step-by-step instructions on how to develop one, download the Complete Beginner's Guide to Chatbots.