Chatbots have arrived at FocalScope!

Automate customer service and reduce ticket volume with our friendly, self-learning chatbots. 

October 13, 2021

In this update, we bring exciting news: Chatbots have arrived at FocalScope! While primarily used to automate basic customer support, our self-learning chatbots are versatile and applicable in a variety of scenarios in support, sales, and internal contexts.

Below, we describe how our friendly chatbots can be applied in a few use cases:

Provide support round the clock

Chatbots don’t sleep, so they can assist your online visitors cross different timezones and languages. And with automatic language detection, chatbots can converse with global customers without a hitch.

This is especially helpful for e-commerce websites that typically experience heavy traffic in the evenings, when shoppers are done with work. Companies operating in multiple locations will also benefit greatly, as our polyglot chatbots will always be there to keep customers well taken care of.

Offer help proactively

Without waiting for customers to take the first step, chatbots can offer proactive support to customers browsing your website.

Proactive support is useful for reducing shopping cart abandonment, which occurs nearly 70% of the time. This happens when shoppers add items to their cart but abandon it prior to check out for reasons such as: cumbersome processes, incidental costs or simply because they have forgotten.

Here, chatbots have a part to play. They can remind customers to check out, share promotion codes, or offer any support to smoothen the purchase.

Deflect FAQs and basic requests

One of the most important functions of a chatbot is to deflect commonly asked questions and basic tasks. With chatbots, you can deflect about 35% of live chat requests, and save time for your agents to work on more complex tasks, or high-touch requests.

To start building your chatbot, collate a list of predictable questions that your customer service team receives every day. Some examples:

    • What are your opening hours?
    • Which payment methods do you accept?
    • What are your delivery options?

If you already have an updated knowledge base or help center, that would be the best starting point to build up your chatbot’s knowledge.

Guide customers to your knowledge base

Building on to the previous point, chatbots can direct online customers to your knowledge base by sharing relevant articles on live chat.

More than 80% of customers prefer to search for answers on their own, but chatbots can effectively shorten their paths to finding answers. Instead of plowing through your library of articles, customers can ask questions that the bots will scan for keywords, and instantly get recommendations to the right page they are looking for.

As a useful aide to guiding customers for self-service answers, chatbots are great to make the most of your existing knowledge base and save agents’ time spent on repetitive questions.

Lead generation and fact-finding

Whenever a customer reaches out for sales or support, agents typically have to go through a series of qualifying or fact-finding questions to get a sense of the situation.

Through prompts, FocalScope chatbots can collect the answers to preliminary questions automatically, saving agents from having to do this at the start of every session.

    • What kind of support do you need? 
    • Which subscription plan are you interested in?
    • Which industry is your company in? 

Chatbots will ask these questions while customers are in the queue, so they are, in fact, saving time for both customers and agents. As a further step, you can even delegate scheduling to your chatbots, and let them set up a follow-up call or meeting with your customers.

Transfer to a human agent (with context!)

In addition to being your first line of support, chatbots can transfer live chat sessions when a more human touch is required.

As discussed in the earlier point, chatbots first collects all the necessary information from the customer. Based on the keywords entered, chatbots then transfer the session to the most qualified agent. This saves effort spent on manually triaging chat sessions, and ensures customer gets the right support from the get-go.

Support internal employees

Chatbots can support your employees too. In fact, they are already commonly used in internal support functions such as HR and IT help desks.

Similar to chatbots for customer support, internal chatbots can answer FAQs and direct employees to your internal knowledge base. At the same time, chatbots can also be used for leave applications, ordering of IT equipment, or triaging requests to your different internal support teams.

To learn more about FocalScope chatbots, visit this page or contact us to get started.

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