Customer Service
June 6, 2023
7 Key Features for Building a Successful Customer Service Chatbot
Chatbots have become a staple on company websites, providing instant responses to customer inquiries and improving overall efficiency. As advancements in artificial intelligence continue, more businesses are considering adopting chatbots. However, before integrating a chatbot into a company's customer service strategy, it's crucial for leaders to understand the essential functionalities that will drive success. In this article, we will share our insights on must-have features for a chatbot, highlighting their significance. 1. Effective Engagement Combining virtual and human interactions to make a lasting impact on consumers, a chatbot must communicate using the brand's voice while acknowledging the consumer's tone. Successful chatbot interactions require a combination of virtual and human interactions to provide faster and more intelligent responses, ensuring that the[...]
February 21, 2023
5 Key Considerations In Choosing The Right Chatbot Solution For Enterprises
The accelerating adoption of AI has boosted the popularity of virtual assistant (VA) chatbots among large enterprises to automate marketing efforts and improve customer experience. In simple terms, a chatbot is a software application designed to simulate and process conversations (either written or spoken) with human users. It can automate certain predefined tasks by interacting with a user through a chat interface on various digital channels including websites, mobile apps, and messaging apps like Facebook Messenger, Instagram, WhatsApp, LINE, etc. Choosing the right chatbot could deliver a real impact on marketing return on investment (ROI) and drive revenue growth for the business. With a wide range of options available in the market, the following five key considerations will help business[...]
February 15, 2023
Beyond Customer Delight: How to Foster Brand Loyalty Using AI Chatbots
In today's competitive marketplace, customer loyalty is more important than ever. Loyal customers are often willing to pay more for goods and services since they know they can expect a high level of quality and customer service. Businesses that are able to build a base of repeat customers will generate a steady stream of revenue, even during tough economic times. To build customer loyalty, businesses need to focus on creating exceptional customer service. With the advancement of technology, businesses are using automation such as AI chatbots to enhance customer experience. In this article, you will discover five ways in which you can use AI chatbots to foster brand loyalty by offering personalised recommendations and real-time experiences that build trust and[...]
February 8, 2023
ChatGPT and the Future of Customer Support
ChatGPT is a cutting-edge language model developed by OpenAI that is generating a lot of buzz in the artificial intelligence (AI) and natural language processing (NLP) communities. But what exactly is ChatGPT, what's all the hype about it and what role does it play in the future of customer support? What is ChatGPT? ChatGPT is a generative AI model trained on a massive dataset of internet text, which allows it to generate human-like text by learning the patterns and structures of natural language. Its training data includes a diverse range of topics, making it knowledgeable in a wide range of subjects and able to generate text that is both coherent and natural. ChatGPT is based on Transformer architecture, which was[...]
December 22, 2022
How Travel & Hospitality Brands Can Transform Guest Experience with AI Chatbots
The travel and hospitality industry bore a significant brunt of the impact of the pandemic. In 2020, Asia Pacific, a fast-growing travel sector, was curbed by travel regulations. Long-term plans to improve the industry’s digital capabilities took a hit, with 36% of travel executives saying Covid-19 negatively impacted their digital transformation plans. As travel resumes to pre-pandemic levels, the travel and hospitality industry is finally recovering. With the sudden surge in demand, airlines and hotels must be prepared to face high numbers of customer enquiries and bookings. Travellers today are cautious when making an online booking. They must be able to get immediate responses for any of their concerns to ultimately lead them to complete a booking. Airlines and hotel[...]
August 8, 2022
AI Chatbot for Small Business: How To Drive Sales & Unlock Revenue Growth
In this digital age, most of us have interacted with chatbots online at one point or another, sometimes without even realising. AI-powered chatbots can have full-fledged conversations that make people feel like they're talking with real people. According to Google Trends, interest in AI chatbots has grown four times over ten years. As the world moves toward Conversational AI, businesses are becoming increasingly susceptible to our need to be treated like humans in the service experience. AI chatbots can increase sales by an average of 67%. It is a significant number as the same report also stated that customers are willing to pay 17% more to do business with companies with great reputations regarding customer experience. That's why SME owners[...]
July 1, 2022
7 Winning Strategies for Retail Ecommerce Chatbot
Adobe’s Trust Report 2022: APAC found that amid the rising digital economy, it has become difficult for brands to forge trust with consumers. APAC is home to digitally-savvy consumers that are demanding more from brands. The study found that consumers are constantly looking for personal and valuable experiences, and great content can all deliver a trust dividend– if done well. Missteps can put hard-fought customer loyalty and spending on the line. In fact, it has been reported that leaving consumers with unanswered queries can result in over $2 million in missed revenue per day. This is where conversational commerce (c-commerce) can step in. What is conversational commerce and why does it matter? First, let us understand what this means: The[...]
May 24, 2022
6 Ways To Deliver Personalization At Scale With AI Chatbot
Modern customers expect better customer service than in the past. They not only want quality products, but also expect fast and smooth end-to-end shopping experience. Businesses need to adapt customer service strategies to meet these expectations or risk losing customers. A survey of 1,000 Singaporean respondents has shown that 70% of Singaporean consumers want a personalized digital customer experience and would be more likely to buy again from brands which treat them like an individual, rather than like every other customer. Personalization can even be called a “hygiene factor”: customers take it for granted, but if a retailer gets it wrong, customers may depart for a competitor. On the other hand, tailoring your customer experiences to individual customers' wants and needs[...]
February 21, 2022
Why CX Matters for Your Business, and How to Improve It
The COVID-19 pandemic sent consumers into lockdown and shuttered brick-and-mortar stores for a relatively brief period. Many jurisdictions maintained stay-at-home orders for just a few months over the spring and summer of 2020. But the pandemic’s impact on the retail sector may have been permanent. Retail was already swinging decisively toward e-commerce, and the pandemic helped accelerate that trend, possibly forever. Most directly, consumers were forced to spend more time shopping remotely in early 2020, and brick-and-mortar operations found it difficult to pay the bills. The pandemic also had indirect consequences for retail. With more people working from home, for example, fewer people ran errands during their commutes. This trend persisted even when stay-at-home orders were lifted, and retail operations[...]
December 20, 2021
4 Tips to Build Customer Relationships with a Chatbot
Getting a customer is only the beginning. The act of building that customer relationship needs to be prioritized in that conversation. Here we are going to share four ways you can do build that relationship and how it will benefit your customers and your business in the long term. Tip #1: Customer Retention Starts Before the Sale, Then Continues You may have what your customer needs, but having a customer that is excited to buy from you vs buying out of convenience from you is a different story. Customer experience (CX) applies through the whole customer journey, from engagement to acquisition and aftersales. The initial purchase is an important first impression. This is where you set your expectations and show[...]