Announcing early-access to Guided Conversations on Zoho Desk
Revolutionise your Customer Service with Zoho Desk's Guided Conversations
Guided Conversations (GC) are part of a proactive, low code, self-service platform to engage customers with appropriate and intuitive responses in a systematic manner. Using Guided Conversations you can seamlessly create virtual agents to guide your customers through the initial stages of inquiries.
This can be done by setting up any number of predefined flows to FAQs that offer smart and intuitive resolutions. The conversations are also contextually driven through web hooks and preloaded information so that customers can drill down to precise answers. Customers can also build response flows in the language of their choice.
How can this help your business ?
a) Immediate response to customers - Not having to wait is a great thing. Speed of service is as important as quality and this self-service platform empowers customers to find solutions faster.
b) Efficiency for your team - A lot of time and effort is generally wasted on repetitive, mundane tasks, and guided conversations are a great way to automate a lot of these, so that you save your team's energy to focus on what they can do best - thrilling customers.
Look at Guided Conversations in action:
Design Conversations without coding
Intuitive (Build, test and refine)
Why should you make Guided Conversations part of your Customer Service?
Kate Leggett, a Principal Analyst at Forrester quoted self-service as one of the mega trends of future customer service. Self-service in help desk is becoming an integral part of digital strategy and it is imperative that businesses start focusing on this potential channel.
Guided Conversations( GC) on Zoho Desk can drive a frictionless, digital self-service experience for your customers through effortless implementation. According to Emily Potosky, a Gartner Senior Research Analyst, a good self-service portal should be simple with a clear design. With Guided Conversations we intend to offer exactly that - to expedite resolutions in a simple and focused way instead of having complex exploratory experiences.
You will be setting up the entire flow with a no-code GUI builder backed by data that ensures that your customers are directed to the right responses in a concise duration.
Let's consider an example:
Let's take an example of an e-commerce portal that sells a variety of electronic goods including mobile phones. When a customer visits the website and needs more information about a particular mobile device, she can click on the Guide Conversations or GC window to initiate an enquiry. After receiving basic information from the customer, GC will steer the conversation towards helping her pick the right device based on the information received. This can be a great way for the company to boost their sales or even retain a leads on their website for a prolonged period.
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Deploy chatbots, anywhere instantly
Lets say another customer has a complaint due to a faulty camera or overheated battery on a recently purchased phone. He can initiate a guided conversation in the portal to lodge a complaint and receive information on a refund or replacement along with all the necessary information needed for follow-up.
Similarly GC can be set up in the airline industry to help passengers experience seamless communication through a completely context-aware chat system. For instance, with the help of GC, a passenger can book a flight, inquire about seats, request an additional luggage allowance or even cancel booked tickets, without having to send multiple e-mail and talk to an airline executive. You can use Guided Conversation in many industries, like healthcare, hospitality, education and banking.
It's a great way to strengthen self-service functionalities in your customer care process. This also helps agents spend their time and energy on pressing service tickets that need most of their attention. GC can a be a great tool for your business by saving employee hours, deploying resources at the places needed the most, and retaining customers through quick, practical and delightful experiences.
How to request access?
You can request early access using this form and we shall open up the access for GC soon! Once the access is given, you will be guided to an EA users private community for focused feature conversations and feedbacks.
Keep watching this space for developments on this ambitious self-service project of ours!
Note: Early access for Guided Conversations will be available only for enterprise accounts.
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