Featurecast Story 7 - Bots in IM

Featurecast Story 7 - Bots in IM

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 7 - Bots in IM

Build meaningful customer support experiences



It's time to take your chat-bots to the next level! Did you know you can seamlessly integrate popular Instant Messaging applications (like WhatsApp, Telegram, LINE, WeChat, Messenger) with Zoho Desk? Meanwhile, the Guided Conversations bot builder empowers Zoho Desk users to build robust self-service flows that guide each customer through the support process. By functioning together, they can strengthen customers' relationships with their brands.

Facilitate comprehensive support experiences for your customers

Bots can be accessed around the clock from any device. With Desk's instant messaging platform, you can quickly implement conversational bots across multiple channels, such as WhatsApp, Telegram, LINE, WeChat and Facebook Messenger, to help customers find solutions quickly and conveniently.
 
A customer service bot uses artificial intelligence and natural language processing (NLP) rules to understand customer questions, retrieve data from FAQs and knowledge base articles, and provide prompt and relevant responses in an appropriate tone.

Why should you enable chat-bots?  

    •    Provide effective support
    •    Improve SLA response times
    •    Enhance the user experience
    •    Allocate resources effectively
    •    Reduce repetitive tasks.
    •    Increase employee productivity
    •    Facilitate contextual support

Balancing the efficiency of bots with human sensibility

Bots save time by quickly resolving common questions and collecting details about customer issues. Chat-bots can transfer the conversation to an agent when a customer has more complex question or requests a live interaction. Bots can also use the context to suggest when customers would be best served by connecting with a human agent.

Your human agents can delegate most manual and transactional tasks to bots while controlling the overall service experience and focusing on customers who require more personalized support. When human and bot agents work together, it provides a smooth conversational experience and helps resolve customer concerns quickly.

And that's a wrap

Automation can provide convenience in the customer service experience, but a personal touch remains crucial. A hybrid approach is ideal for optimizing your customer interactions. You must find the right balance between AI and human oversight to create a positive customer journey.
 
Explore ways to leverage conversational intelligence for real-time customer support.
 
I hope this article inspired you to find new ways to implement bots and streamline your customer support.

There's more to come, so please watch this space for more IM feature stories.
 


Until next time,

Kavya Rao
The Zoho Desk team

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