Never lose another sale with anytime, anywhere service
Do your live agents spend too much time answering repetitive questions? Ever noticed that web visitors don’t complete a purchase? Has your basket abandonment rate gone up?
With a Chatbot your customers can enter their questions and get the answers they want - instantly and at any time of day or night. As it draws its answers from a Knowledge Base you can instantly add or change content to respond to business changes.
If the bot cannot answer a question, or the customer’s query is more suited to a human answer, the Chatbot can seamlessly hand-over to a live agent, passing the transcript and customer query to create a seamless conversation from Chatbot to agent.
Working with Eckoh
Chatbots are versatile and can link to a number of other customer engagement solutions within the Eckoh Experience Portal. With Eckoh’s Chatbot, you can even take a PCI DSS secure payment in the Chatbot window using the renowned ChatGuard solution. The card data is masked and is not recorded or stored in the system.
Eckoh’s Chatbot is safe to use and hungry for knowledge about your business. It’s available thanks to our collaboration with market-leading knowledge solutions, such as IBM’s Watson. What’s more, it’s Facebook Messenger compatible.
The added advantage is that this is delivered via the Eckoh Experience Portal which means you can easily add other Self-Service solutions or Omnichannel tools such as Web Chat, Knowledge Base or Co-Browsing.
How we helped a UK high-end fashion retailer
Allowing customers to self-serve, where appropriate, with minimal disruption to their shopping experience is essential for us as a business. Using Chatbot to reduce customer effort and streamlining the contact flow to front-line agents, will enable them to add more value to the customer’s service experience.
Here's the benefits
- Customer service that’s always on, anywhere, anytime, on any device
- Handle more customers at the same time and prevent queueing
- Prevent live agents having to answer repetitive questions
- Help customers to get to where they want to by signposting them to other self-service or omnichannel solutions
- Make it simple for customers to engage and resolve queries – fast
- Facebook Messenger and IBM Watson compatibility allow you to engage across multiple platforms.
PODCAST: Hear why there’s nothing to be afraid of with Chatbots. In fact, there’s everything to look forward to with this virtual assistant.
With a click of a button, your customers can text chat in real time. Your agents can handle multiple chats at one time, delivering personal service in a cost-effective way.
Chatbots - are they right for you?
Is a Chatbot the right answer for you? If your contact centre agents are spending too much time answering repetitive questions, the answer is probably - yes. Find out how to decise and overcome your fears with our eGuide to Chatbots.
IVR Self Service
How did self-service come about? What we can learn from the past? and how technology has enabled the evolution of self-service into a ‘channel of choice’ for today’s consumers? Download our eGuide – Self-Service – finding the right balance of tools to discover what it can do for your customer engagement.