We notice that you’re on our UK site, the version that serves your region is the US Eckoh site.

Blog

The latest thinking from Eckoh

Making friends with Chatbots
Tuesday, 31 March 2020

It's suggested that we make friends with Chatbots because they never sleep. What else could they help you with?

Making friends with chatbots2 900

There's never been a better time to make friends with a Chatbot. Why? Because…

  • They never sleep
  • Your customer is seen to immediately
  • They personalise the customer experience
  • They can be your friend and build a relationship

A Chatbot can be your ‘always on’ customer assistant but it will need to be fed and watered to achieve its potential to add value to your

Now let’s look at how to get it right…

Be selective – keep it simple

Choose the Chatbot’s tasks carefully or you’ll end up with a bad Chatbot rather than a good one. Just like IVR. Important to pick the low skilled, repetitive tasks and leave intelligence to human agents.

People will still be needed for the more complex and intelligence driven enquiries. Simple, easy, repetitive tasks are ideal for chatbots.

You can go one step further and set up a Chatbot for specific tasks such as updating addresses, validating customer details, balance enquiries, payments or updating personal data. By doing this you can soon see which are your hardest working bots, and whether there are areas in that bot that can be used to improve others.

Let agents and bots work in tandem

Your chatbot needs to be able to let your customers out when they want to escape. Your chatbot therefore needs to recognise when it has reached a certain point in the interaction when needs to handover to a live agent or offer a call back to help the customer get to their desired destination.

By the time the customer gets to a live agent they could have been validated, had some of the routine questions answered, be more up to date on their query status and be ready for a deeper, more human interaction to complete the engagement. In the handover to a human agent the Chatbot can display the engagement history so the agent doesn’t have to ask all the same questions again – something else that drives us all mad.

Apart from delighting the customer and potentially increasing sales this tandem working actually raises the profile of live agents who are no more than machines and offer real value, intelligence and practical advice, information or assistance in completing a transaction. As with any fluid process it can work both ways and sometimes the agent may handover to a bot to complete an engagement in a different order.

Attract attention and engage

Let your chatbot be open, friendly and fun. But be thoughtful at the same time. This way you’ll grab your customers’ attention and they’ll start to make friends. Avatars can really help here as we’re all getting used to seeing them online and in the cinema. This makes it easier and more comfortable to engage with them so it provides a more personal experience.

Manage it all from one place

If you’re going to make this work seamlessly then you can’t have different systems with different ways of operating and perhaps even problems integrating with other systems. What you need is a single console from which to operate your Chatbot and allow you to add other Omnichannel engagement tools as you’re ready – such as web chat, call back, co-browsing or social media monitoring to name a few. Download our Chatbot Guide for an overview on whether Chatbots are right for you.

To find out more about our Chatbot or Customer Engagement solutions then get in touch.

About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

Connect with us on LinkedIn

Latest Blog Items

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

Check out our eGuide "Evolving your IVR into multi-channel customer engagement" for helpful advice on making your IVR an effective part of your customer experience. #CustomerExperience #CustomerService #contactcenter bit.ly/3cKIk6F
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Interactive quiz: Is your CX a winner or loser in the COVID-19 era? Four simple questions will help you find out, and show you what to do next. #contactcentre #CX #customerexperience #resiliency bit.ly/3bje2qM
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh wins a six-year Capita and TfL contract renewal worth £4m to provide services to the Congestion Charge as well as the new Ultra and Low Emissions Zone project. bit.ly/30UoGRo #securepayments #contactcentres

  • icon facebook
  • icon twitter
  • icon linkedin
  • icon youtube