Improving customer service means adapting to the needs of the modern consumer.

A recent Gartner study shows that 55% of Millennials and Generation Z will use the product/service less if their issue could not be resolved in self-service.

55% of consumers between the ages of 43 and 11 will use the product/service less if their issue could not be resolved in self-service.

– Gartner

This data highlights two undeniable realities: first, consumers are more demanding than ever, and second, their consumption habits are very different from previous generations.

The key question we need to ask ourselves now is: how do we adapt our customer service to avoid losing customers and, as a result, deliver an experience that exceeds their expectations? As the title of the post suggests, by using a chatbot for customer service.

1. PROVIDE INSTANT ANSWERS

The most common friction point in our customers’ experience is often the lack of immediate responses, which can be addressed by incorporating digital channels such as WhatsApp, social media or an online chat managed by a chatbot that provides instant responses.

Unlike agents, the bot is capable of handling millions of concurrent conversations without compromising the quality and effectiveness of its responses.

Following a pre-defined conversation pattern, it responds instantly to customers with the primary goal of determining their needs and emotional state, and if it has sufficient knowledge, it can solve the problem or, alternatively, transfer the conversation to the best available agent.

2. OFFER SELF-SERVICE

In addition to providing immediate answers, the chatbot can also provide instructions on how to return a package or resolve a problem that is reflected in a user manual.

If we feed the bot with all the documentation for our products/services, it will be able to answer all questions related to this information.

In addition, as it is able to analyse large amounts of data in a matter of seconds, its response will be instantaneous.

3. DELIVER PERSONALISED EXPERIENCES

The most fascinating aspect of the chatbot is its ability to track a ticket or recommend a product based on the customer’s profile.

If we give it access to our ERP or CRM system, where this information is stored, the bot can request the customer’s ID, identify them in the database and, for example, provide the status of an issue.

In addition, generative AI relies on an algorithm that can “create itself”, allowing it to cross-reference data to recommend products/services.

4. HELP AGENTS

Through an internal chat, agents can ask it any question: What is our return policy? What discounts has this customer taken? What orders have they placed before?

Without agents having to manually search for this information, the bot provides it instantly.

We need to remember that the chatbot is another member of the customer service team, so we can also use it to help agents provide faster and better service.

FINAL THOUGHTS

Collaboration between artificial intelligence and agents is essential to improving customer service. Not only because we can offer immediate responses 24 hours a day, but also because we can consider adding more touch points with our audience.

Remember that once the Spanish Customer Service Act is passed, it will be strictly forbidden to use chatbots exclusively, so the conversation must be transferred to a human agent if the customer specifically requests it.

Thinking about implementing a chatbot for your customer service? Get in touch with our team of experts by calling +34 900 670 750 or filling out this form.

La entrada How to take customer service to the next level with a chatbot se publicó primero en Enreach ES.

The Customer Service Law affects companies in the sectors of water; gas and electricity supply services, passenger transport services, postal services, conditional access audio-visual media and electronic communications services. And it not only poses benefits for consumers, but also growth opportunities for organisations.

11 Keys To The New Customer Service Law

1

Among the main novelties is the waiting time limit for telephone service. To receive information, file a claim or access post-sales service, the user may not wait more than 3 minutes on the phone. The same waiting limit is extended to those who need to solve a problem with their supply services, such as water, electricity or gas. With our Omnichannel Contact Center you will be able to optimize the distribution of calls among your agents through the Skills functionality, prioritize the attention of the services with the most calls; check in the Statistics module that 95% of the calls answered are under 3 minutes; use WhatsApp to decrease the volume of calls; resolve the most common queries with our Artificial Intelligence and free your agents for the most complex procedures. With the Callback functionality, the person originating the call can decide to wait to be answered or request to be called instantly by another available agent.

2

The supply companies will be obliged to provide key information to the consumer whenever there is an incident. They will have to inform the user of the reason for the problem and solve it within a period not exceeding two hours. For this, communication via WhatsApp, email, SMS or call.

3

If supply cuts occur, the people affected may request discounts or compensation. This will affect different services, such as telecommunications, electricity, water or gas.

4

Regarding personalised attention, the client or user may always demand to receive quality attention, by a person with specific training in the matter. If the customer service system begins with a robotic message, the consumer may request to speak with a superior, in order to favour personalised attention. Optimize the distribution of calls among your agents through the Skills functionality. Combine our Artificial Intelligence with our Agent module, to quickly resolve the most common contact reasons and refer the rest to your customer service team, whenever the user requests it.

5

All companies that offer services of general and/or basic interest will be obliged to provide a free customer service channel 24 hours a day, every day of the year. Lean on our voicebot and chatbot and make sure you can transfer the conversations that require it, to a human agent.

6

Calls to customer service can never be referred to phones that entail a cost for the user. The service must be completely free. Hire 900 lines – ‘toll free’, so that users can call you at no cost.

7

Hearing impaired consumers should receive attention through an appropriate channel, such as a messaging service or a video call option with a sign language interpreter.

8

Energy saving is also part of the new Customer Service Law. Companies in the sector will be obliged to report on possible energy saving measures, in addition to options for contracting energy from renewable sources.

9

Banks and financial services will have to improve their customer service. They will be obliged to offer face-to-face, telephone or telematics channels so that their users can contact them. The idea is to avoid exclusion in people with a digital skills deficit.

10

Claims filed by consumers must be resolved within a maximum period of 15 days and not in the current 30 days.

11

Any company will be obliged to have its own evaluation system and will have to pass external audits on an annual basis. In this sense, it should be noted that those organisations that do not comply with the new Customer Service Law can be penalised with between €150 and €10,000, and can exceptionally reach up to €100,000 if they are considered serious infractions. Evaluate the satisfaction of your customers at the end of the call with our automatic survey service.

How To Turn The New Customer Service Law Into A Loyalty Tool For Companies?

From Enreach we want to help organisations implement this law and we are convinced that omnichannel communication and integrations with your business tools will improve your productivity and you will be able to get the most out of it.

The Enreach Omnichannel Contact Center will make it easier for your customers to contact your company from their favourite channels (WhatsApp, WebChat, SMS, email, by phone), resolve their queries through Artificial Intelligence (AI) and connect with the most appropriate agent thanks to Smart Routing.

In addition, smart routing allows directing conversations to agents based on their skills; the key queues for your business; routing strategies (round-robin, random, consecutive…); the reason for the call, the zip code or customer code; create specific routes by whitelisting/blocking/VIPs; distribution by province… In this way, consumers will be able to speak with the person who can efficiently resolve their query in the shortest possible time.

The agents will be able to manage all the conversations from a single web application, you will be able to control the level of service in real time and analyse the results to make the right decisions. You can configure every detail from the control panel.

La entrada How To Turn The New Customer Service Law Into A Loyalty Tool For Companies? se publicó primero en Enreach ES.