App Masters · Aug 24Chatbot Marketing to Decrease Complaints & Improve Product
Its layered in-app flow of FAQs, intents, quick search bot, custom bots, agent handoff and feedback bot deflects about 9% of tickets on average, up to 30% for some. A case study showed a 17 hour drop in average wait time and 20% better resolution, with setup in about 30 days.
Tips
- Build a strong in-app FAQ knowledge base before any chatbot▶ 5:00Customers with a strong knowledge base provide up to 90 percent self-service, and some reach 99 percent.
- Use bots to collect user details before handing off to an agent▶ 2:57Collecting that information manually would take an agent three, four or five interactions.
- Route premium users and complex issues to human agents after the bot▶ 7:47
- Chain support steps from FAQ to intent, quick search, custom bot, agent, feedback▶ 4:40The demo resolved a lost bank card and blocked it in a few taps, with the bot connected to backend systems.
- Build intent models from your past ticket history▶ 5:45Quick search bot deflection averages about 9 percent across customers, with some reaching 30 percent.
- Trigger a feedback bot after every conversation and branch on the rating▶ 9:09
- Authenticate the user and connect the bot to backend systems▶ 11:14The demo flow blocked the card and scheduled a new one for the next day without an agent.
- Expect users to accept bots as long as the problem gets solved▶ 2:32Over two years of COVID, KPIs like response time and CSAT improved while the number of agents went down as automation ramped up.
- Aim to launch your automated support journey within 30 days▶ 20:17A case study showed a 17 hour reduction in average customer wait time, a 20 percent improvement in resolution, and deployment and integration in only three weeks.
- Automate repetitive tickets so agents do more meaningful work▶ 14:57Customers report agents feel they do more meaningful work and see their CSAT going up.
