The modern-day customer is impatient. The moment internet users land on your site, the clock-to-conversion starts ticking. Did you know that 78% of customers buy from the company that responds to their inquiry first? If you response to the visitor after five minutes, the chances of lead conversion will drop significantly by 80%.
How to Improve Customer Service Response Time with an AI Chatbot
April 15, 2021
April 15, 2021
In business, relationships are everything and every relationship starts with a conversation. Visitors do not come to your website to fill up contact form, they would prefer to speak to someone who can help out with their questions about your products and services.
The CMO council has reported that customers has rated “fast response time” as the top most priority for good customer experience. Brands cannot afford to lose customers are as they are the main source of revenue. Without them, the business cannot sustain – hence it’s important to ensure customers are always happy. Here’s why speed matters –
- Potential customers are left hanging even if they are interested to buy from you
- Slow response will leave a bad impression for any future business
- Unanswered queries lead to poor customer experience
- 70% of consumers say they will tell their friends not to buy a product or service after a negative experience
- Users leave your website and jump on your competitors who can answer them faster
- Website’s bounce rate rises and conversion rate plummets
AI-driven chatbot, therefore, is your best investment in this competitive world of business. In this post, we will find out how an AI Chatbot can help your customer service team to improve response time.
How to supercharge your customer service with fast response times?
So, how does AiChat Conversational Service Suite gets the job done? Here’s how it integrates into your existing customer support process and improves your response time significantly.
1. Use AI to automate FAQ responses
The chat widget and social messaging inboxes can be hooked up with an automated chatbot to handle commonly asked questions 24/7. On average, a chatbot can automate at least 70% of the FAQs without any human assistance.
2. Use templated answers from the knowledge base
An AI-powered chatbot can automatically retrieve templated answers from a knowledge base to respond quickly and efficiently. Chatbot can also learns new knowledge from user’s responses and get smarter over time.
3. Use AI-Assisted live chat
Even when the conversation is switched from the bot to human mode, the AI is still working for you to empower your customer support team to boost their productivity. When a new message is received in live chat mode, our AI will suggest the best matching answers based on confidence level to the agent. The agent can then insert the relevant answer template promptly without having to search through the huge knowledge base or consulting others.
4. Focus on closing out the conversations
Once you engage the potential customer, you can now go ahead and focus on closing out the conversations in the inbox. AiChat dashboard will provide complete information about what the potential customer is looking for, what has been handled, and what needs attention.
5. Prioritize your warm and hot leads
You can configure settings via AiChat dashboard to qualify the leads through lead scoring attributes so that your sales team can focus on closing only warm and hot ones first.
Here’s what the AiChat’s Customer Success manager has to add –
“AiChat’s conversation inbox is designed to make agents channel their energy in the right place, at the right time, and effectively close open queries. I believe the inbox shouldn’t just function as a checklist, rather it should intelligently alert the agents, automatically prioritize the inquiries for them, indicate what actions need to be done, and even suggest answers to close the deals quickly. Since AiChat uses visual indicators to highlight the journey of each conversation, agents will never want to leave anything pending in there for too long. They will only need to access the inbox when they receive incoming lead alerts, respond to them, and close as soon as customers are happy with the response. As long as the open tickets in the inbox is empty, it is all good.”
What chatbot features do you need?
AiChat comes with extensive features that you can use to help your team to reduce customer service response time. Let’s discuss them here in detail.
1. Agent Auto Routing
Without an AI-driven automation tool, you will have to manually assign the queries to the employees you have in your chat support team. This is quite exhausting especially when you keep receiving thousands of queries every day. With AiChat Conversational Service Suite, you can use agent auto-routing features to assign new requests to the most qualified team based on the customer’s intention in a round-robin style.
2. Lead Scoring
But you cannot focus on every lead you get, right? There will always be some leads that are not going to convert despite your hard work. Therefore, you need a smarter approach. AiChat Conversational Marketing Suite comes with lead scoring that gives prospects points based on the value of the questions asked. For example, if the prospect is requesting for a brochure or wanting to book a test-drive, the bot can detect the purchase intention and award lead scores accordingly. This way, you can focus on high-quality leads first.
3. Automated Escalation
Did your team leave a customer’s inquiry unanswered? Notify the team through the automated escalation feature which sends a notification if the customer is not taken care of. This way, you will never miss out on responding to any of your potential customers.
As you can see how AI-driven chatbots can help you stay alert and organized to prioritize new leads and improve customer service response time. If you want to learn more about how AiChat can take your customer experience strategy to the next level, reach out to us via our chatbot on the bottom right of this page or send us your enquiry via the old-fashioned way here.