You had me at “Hello”
Chatbots: The next wave
in customer service support
Voice-activated assistants and text-triggered chatbots are soon to lead consumer engagement with your brand, as instant messaging becomes the most efficient way to communicate.
“~90% of our time on mobile is spent on email and messaging apps.” Niko Bonatsos.
Put simply: The chatbot or conversational bot creates new workflows by providing richer customer experiences whilst increasing operational efficiencies.
With a chatbot your customers interact with your brand via a chat interface. The service sends and receives instant messaging from any major chat product (Text/SMS, Skype, Slack, Facebook Messenger, etc.). Customers find these conversations as natural and as easy as messaging a friend, but the technology is nothing short of impressive! Chatbot technology can also be integrated within your existing iOS or Android mobile app, website or responsive web application.
Among enterprises surveyed, 18% claimed to be using mobile to transform the entire customer experience. Next year, Forrester expects that more than 25% of companies will use mobile not as a channel, but as a fully integrated part of their overall strategy. (Forrester Research)
- Technical feasibility scoping for R&D projects
- API integration capabilities
- Facebook Messenger, Skype, Slack and in-app bot development
- Conversation scripting
- Concept mapping and strategy
- Conversational User Interface (CUI) and User Experience (UX) design
- Wireframing and Concept Prototyping
Balance better customer service
with operational efficiency
Think of the Auto Service industry, where customer satisfaction is often used by managers to predict repeat patronage. Booking my car for a regular service should be as simple as sending a message to the car dealer or repair shop, who then look up my details on record and confirm the time... Oh wait! First, I have to go to their website, find the “book a service” section and fill out the form where I nominate a day and time. Then I need to sit back and wait for someone to email me back just to confirm if that time is in fact, available. I won’t even mention how some service centres still require you to call to schedule an appointment?!? There is nothing satisfying about this experience — quite the opposite.
Instead of browsing a website, calling or emailing let your customers have a conversation with your chatbot, mirroring the experience but in a more instant, accurate and reliable way.
Would your brand benefit from a chatbot?
Customer service is the main driver for intelligent chatbots, as they prove effective at handling requests that would normally require a phone call, web search or mobile app. Industries adopting AI technology are innovating with chatbots for retail and e-commerce, real estate, travel, hospitality, coaching and booking services.
To better understand if your business would benefit from a conversational chatbot, think whether you can automate some of these tasks:
- take orders in restaurants
- organise travel booking
- process retail orders
- provide service quotes
We are currently building a chatbot to act as a productivity coach. The application of chatbots are only limited by your imagination.
We provide world class concept mapping advice, premium conversational user interface design (CUI) and top-notch conversational chatbot development – all in one.