We live in a world where customers expect an ultra-fast and personalised service. Communications with companies are carried out through various channels while customers seek quick and efficient responses.
However, most companies today still rely on traditional customer service channels. They’re still developing their digital strategy to meet emerging customer needs and provide a better experience. The good news is you can quickly and easily improve customer service with service cloud and AI chatbots.
Many companies are afraid to adopt a digital strategy because they believe adding more customer service channels will increase the workload of employees and agents, resulting in longer wait times, redundancies and a disjointed user experience from one channel to the next. This fear is far from reality.
Automation is revolutionising the customer service industry. Most companies know that Artificial intelligence (AI), specifically chatbots, is necessary to scale service and meet customer expectations. The benefits of AI are not only to deliver more efficient customer service experiences but also to help agents deliver more personalised experiences.
Salesforce and Customer Service: Service Cloud
Service Cloud is a cloud-based customer service application built on the Salesforce platform. Service Cloud allows companies to improve customer service efficiency across all channels by creating a single view of a customer’s activity and using tools for said service, such as Web Chat, ChatBot, and CTI…Service Cloud enables customer service agents to work faster and more productively across all customer service channels, including phone, email, web chat, and social media. This helps keep customer service smooth and helps businesses improve customer satisfaction while reducing costs.
How chatbots are changing customer service
A chatbot is a computer program that simulates a human conversation through voice or text. Chatbots help solve common customer problems. Organisations use chatbots to interact with customers alongside traditional customer service channels. Companies use chatbots to increase agent productivity and efficiency in various ways. Chatbots quickly provide service teams with the information needed, delivering relevant resources and personalisation. Chatbots also speed up customer self-service options and resolve common issues such as checking claim status, modifying orders, and answering billing questions.
Benefits of implementing a chatbot
When mentioning the benefits of using chatbots, it is necessary to distinguish between the benefits they can provide to customers and companies.
Benefits for customers:
- Availability 24/7
- Instant response
- Consistency in responses
- Omnichannel
- Personalisation
- Multiple languages
- Order automation
Benefits for companies:
- Increased customer engagement
- Lead Generation
- Cost reduction
- Obtaining Consumer Information
- Compliance with customer expectations
- Support scalability
- Greater fluidity in the process of incorporating new clients
Chatbot approach
Technical approach
- Analyse the tasks of your agents to identify common problems.
- Develop a set of articles for different solutions.
- Decide which channels you want to use with your bot.
- Determine if your bot needs a custom profile.
- Decide if you want to add an always-available chatbot menu.
- Rank the ways customers ask for help.
Voice and Tone Approach
- Name your bot.
- Design a welcome message that identifies the bot and clarifies that it is not a human.
- Identify what the bot can do.
Do you want to know more?
Want to discover how to improve customer service with service cloud and AI chatbots for your company? Find out how Devoteam S Platform can help you implement a solution that fits your customer service strategy.