Deflect tickets and automate answers with our new chatbots

Leverage our self-learning chatbots like an extra team member. Let them automate basic tasks, provide instant answers, and deflect tickets.

Oktober 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 7 common chatbot use cases:

1. Deflect FAQs and basic requests

Chatbots are best for answering FAQs and other simple queries. With them, you can deflect about 35% of live chat requests, and save time for your agents to work on more high-touch requests.

If you already have an updated knowledge base or help center, that would be the best starting point to build up your chatbot’s answer repository. Otherwise, start by collating a list of predictable questions. Some examples:

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

2. Guide customers to your knowledge base

More than 80% of customers prefer to self-serve, and chatbots effectively shorten their paths to resolution by suggesting relevant articles in your knowledge base.

Instead of plowing through your library of articles, customers can ask questions or drop keywords, and instantly get article recommendations. As a useful guide for customers looking to self-serve, chatbots help to increase the mileage on your knowledge base and reduce agent workload.

3. Reduce shopping cart abandonment

Chatbots are useful for reducing shopping cart abandonment, which occurs nearly 70% of the time. Shoppers may abandon carts due to cumbersome processes, incidental costs or simply because they have forgotten to do so.

Without waiting for customers to take the first step, chatbots can offer proactive support to customers browsing your website. They can remind customers to check out, share promotion codes, or offer any support to smoothen the purchase.

Snapshot: Chatbots can handle a slew of basic tasks and take the load off human agents.

4. Lead generation and fact-finding

At the start of every interaction, agents typically go through a series of qualifying or fact-finding questions to understand the situation. Chatbots automate this time-consuming process by collecting preliminary information on behalf of your agents.

And the best part? Chatbots can start asking these questions while customers are waiting in queue, saving time for both customers and agents. As a further step, you can also delegate scheduling to your chatbots, and let them set up a follow-up call or meeting with your customers.

5. Transfer to a human agent (with context!)

When a more human touch is required, chatbots can transfer live chat sessions to a live agent with the full context. Information collected in the previous step informs the transfer process, ensuring the most qualified agent is connected. This saves effort spent on manually triaging chat sessions, and ensures customer gets the right support from the get-go.

6. Provide support round the clock

Chatbots don’t sleep, so they can assist your online visitors cross different timezones. And with auto-language detection, chatbots can easily support global customers.

This is especially helpful for e-commerce websites that typically experience heavy traffic in the evenings, when most shoppers are done with work. Contact centers and BPOs operating in multiple locations will also benefit greatly, as our polyglot chatbots will ensure global coverage.

Chatbots for internal IT and HR support

Chatbots are effective supports in internal functions like HR and IT help desks. Beyond answering FAQs and directing traffic to your internal knowledge base, chatbots are also used for leave applications, ordering of IT equipment, or triaging requests.

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

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