CUSTOMER SERVICE AUTOMATION

Chat- & Voicebots for your customer service

Efficiency and customer satisfaction using bots and AI

Technology has fundamentally changed the rules of the game in customer service. Today, your customers expect fast, easy and personalized service around the clock. How can you meet these expectations without breaking your budget or overwhelming your employees?

The answer is: chatbots and voicebots. These intelligent helpers can help you automate and optimize your customer service. They can communicate with your customers via text or voice and take over many processes that would otherwise have to be done manually.

The advantages of automation in customer service are manifold:

It enables round-the-clock service that is available on customers' favorite channels (voice, chat, email, etc.).
It reduces customer service costs by automatically answering recurring and simple queries and reducing the workload of service staff.
It increases customer satisfaction by providing fast, reliable and personalized responses.
It improves service quality by learning from every conversation and adapting to customer needs and expectations.
It allows a seamless handover of complex requests to service agents when necessary.

Automation in customer service is based on various technologies that work together to enable an intelligent and natural conversation.

These include:

Natural language processing (NLP), which analyzes, understands and interprets the customer's input.
Natural language generation (NLG), which generates and formulates the appropriate response for the customer.
Machine learning (ML), which improves the performance and accuracy of the chatbot or voicebot by learning from data and feedback.
The knowledge base, which provides the relevant information and resources for the chatbot or voicebot.

Generic process based on the example of a voicebot

Ten examples of how chatbots and voicebots can improve your customer service:

01 - Answer FAQs

Chatbots can answer frequently asked questions such as opening hours, return policies or product information immediately, without the need for a service employee.

02 - Arrange appointments

Voicebots can schedule appointments for services or consultations with your customers and add them to their calendars, saving you time and resources.

03 - Query order status

Chatbots can tell your customers the current status of their order without you having to assign an agent.

04 - Process complaints and support requests

Chatbots can recognize and solve simple problems or forward them to a human agent, depending on the level of difficulty. This allows you to increase customer satisfaction and reduce waiting times.

05 - Provide product or service recommendations

Chatbots can make individual recommendations based on your customers' preferences and purchasing behavior in order to increase sales and boost customer loyalty.

06 - Generate and qualify leads

Chatbots can approach potential customers, collect information and qualify them before passing them on to your sales colleagues. This allows you to convert more leads and make your sales processes more efficient.

07 - Manage payment information and invoice requests

Chatbots or voicebots can help your customers view their billing information or make payments without you having to worry about it. This allows you to speed up payment processing and increase customer satisfaction.

08 - Enable changes to personal data

Chatbots or voicebots can allow your customers to update their account information or personal data such as address or contact information quickly and securely. Provided that the third-party system is connected in compliance with data protection regulations.

09 - Collect surveys and feedback

Chatbots or voicebots can automatically send surveys or collect feedback from your customers to gain valuable insights into customer satisfaction and loyalty.

10 - Conduct onboarding and training

Bots can support your employees with their induction and provide them with information on internal processes or guidelines. This allows you to shorten the learning curve and increase employee satisfaction.

As you can see, chatbots and voicebots offer numerous advantages for your customer service. They can help you to make your customers happy, reduce your costs, increase your efficiency and relieve your employees.

In short, they can revolutionize your customer service.

If you would like to find out more about how you can integrate chatbots and voicebots into your customer service, contact us today. We will be happy to advise you and show you how to find the right solution for your company.

Get in touch now!