Using chatbots can free up live agents to focus on other crucial cases

New Ideas in MarketingEssential news for marketers, summarised by YouGov
November 04, 2019, 6:49 AM UTC

Chatbots can provide personalised service at scale by answering the most common customer queries.

This article suggests how customer service teams could be prepped to handle a spike in cases during the holiday season. Brands could improve their FAQ section by covering the most common issues and questions about product shipping or returns.

Queries not covered in FAQs could be collected by providing shoppers with a web form to submit their concerns. Companies can empower customer service teams with chatbots to free the live agents to look into more complicated issues.

Additionally, chatbots can also suggest items that might be of interest through “consultative selling capabilities.” To resolve cases quickly, agents should have all the important data accessible from a single console for a complete view of the shopper.

Read the original article

[5 minute read]