There’s no reason why any customer support experience should be hindered, for you and your customers alike. Here are 7 robust features that refine and augment your website chatbot.
Deploying a website chatbot is probably one of the best decisions you can make for your customer support teams. However, living in 2021 means, there’s a lot more your website chatbot can do. A robust chatbot solution provider can help you tackle your customer support woes from grassroots and offer features that augment your experiences with conversational automation.
Here are some hidden chatbot features that give you an upgraded and inclusive support handling experience.
One of the top features of a good chatbot is real-time data delivery. With real-time monitoring, you can oversee customer conversations happening in the moment. Real-time monitoring can help you take strategic decisions proactively.
With this feature, you can also delegate tasks to live agents optimally. Track your agent availability and chat statuses in real-time to efficiently keep the support cycle moving and propel agent productivity.
Not only conversations, you can also track any activity occurring in your account by your users in real-time.
To offer a robust customer support experience, brands must serve customers on platforms of their choice. While some customers might prefer the interface of Instagram, others may prefer the end-to-end encryption of WhatsApp, not everybody’s choice of platform is the same. You can ensure no loss of information at any given point of time with an omnichannel chatbot. Your agents can pick and continue customer support conversations on any channel. For example, your customer may buy something through your mobile app chatbot, and then seek support on Instagram post-purchase.
And in case there is any outage (such as the one that happened on October 4th, 2021, where all Facebook family of apps were down), your customers will still have other options (website or mobile app) to reach out to you. Like the saying goes: don’t put all your eggs in one basket.
Omnichannel presence ensures a smooth transition of data from one platform to another.
Suggested Reading: What is Omnichannel Support?
Continuous AI training
A good chatbot becomes great the smarter it gets. Intelligent and perceptive support chatbots perform a lot well with customers. You can cover more ground in terms of knowledge and training your AI and increase the chatbot features.
Your customer support chatbot provider will let you continuously train and build your website chatbot’s expertise with FAQs training data, adding more intents and entities to cover more use cases.
Integrations are one of the most important chatbot features to consider. You should ensure that the chatbot you choose for your website offers seamless integration with other products and services your business uses. Many chatbots today offer integration with:
- CRM and Ticketing Software such as HubSpot, Leadsquared, Freshdesk, Zendesk, Oracle, and SAP C4C
- Payment processors such as Razorpay, CCAvenue and Xendit
- Marketing tools such as CleverTap, Bombora. WebEngage, Leedfeeder, IPdata and Capillary
- Other apps such as Shopify and Magento
Shop around for website chatbots that have the best integration options for services that your online business relies on. Good integration options are a must-have advanced feature to look for in your website chatbot.
Team management tools is one of the key website chatbot features that help your support experiences stand out. Optimising your team’s efforts can also improve agent experiences.
For example, your website chatbot can let you manage users who have access to the support solution and assign them roles. To add to it, you can even direct your support tickets to respective departments to resolve queries. Now, customer queries will be handled by skilled live agents with the required expertise, instead of getting transferred from one department to another.
Unified Customer View
Unified Customer View on your dashboard gives you an extensive overview of your customers’ profile. This includes their contact information, past conversation data, and other plugins that define their user behaviour. How does that help you? You can now personalise conversations and provide relevant resolutions that are directed to solve the problem.
This chatbot feature also allows agents to pick up where the chatbot left off so there is no need for customers to reiterate themselves. Effective communication is simple, quick and personalised. Unified Customer View is one of the prime chatbot features helps you do just that. All previous interactions with the customer are also stored in a single, easily accessible page that agents can refer to as needed. Further, this data can also be used to personalise outbound campaigns.
One of the driving chatbot features is the valuable insights it will provide you. An AI-driven analytical dashboard can present complex data in simple visual formats for easy consumption.
Some of the important metrics a great website chatbot should be able to assess are CSAT, bot to human percentage, your team’s capacity, hourly customer demand, agent status, department-wise KPIs, etc. These metrics can help you gauge your bot and support team’s performance. You can refine your product and the customer experience on your website by having the chatbot identify key factors that reduce your efficiency.
These are just some of the many things the analytics dashboard will tell you on the fly. This feature is critical for effective chatbot management and maintenance. By giving you a quick glance at issues customers are facing, you can identify bottlenecks in your workflow and optimise them.
Automate tickets with a feature-rich conversational AI tech stack
The artificial intelligence space is quite dynamic. It’s always evolving with newer technologies that streamline functions and help businesses solve everyday operational problems. While narrowing down to a suitable chatbot solution provider, look for the above listed chatbot features besides the ones that solve common use cases.
Verloop.io’s Conversational AI platform is a 360° power-packed solution with an array of advanced features that take regular AI support automation a step further. With a comprehensive analytical dashboard, you can be up-to-the-minute with real-time updates and catapult your support team’s productivity.