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A Seamless Support Experience is Music to Your Customers’ Ears

By Mandy Reed, Global Head of Marketing

Every month Creative Virtual’s Founder & CEO writes his Virtual Viewpoint column for Wharf Life, a local newspaper available in the area around the company’s headquarters in London. You can also read the paper online, getting an insider’s look at what’s going on in the area as well as Chris’ perspective on a variety of topics from technology developments to stress management to space exploration.

In his latest Virtual Viewpoint column, Chris shares his recent experience attending a string quartet recital. He marvels at how in sync the musicians were, each bringing their own style and sound together for a cohesive performance. He compares this to running a successful company. Each member of the team contributes their unique skills and style but must work together towards a common goal.

The same principles are true for delivering a positive customer service experience. Creating your overall strategy is similar to writing a musical score – you have to pay attention not only to the performance of each individual component but also how they interact with each other over the course of the journey. You need to ensure each element is utilised to emphasise its strengths but do so in a way that creates a joined-up, seamless experience.

I’m sure I’m not alone in saying that a number of my own personal customer service experiences have revealed a strategy that is out-of-sync. Way too often a company’s digital experience appears to come from a completely different strategy than other parts of the experience. While many customers were willing to cut businesses a little slack as they dealt with sudden pandemic-related changes, that’s no longer a valid excuse for the disjointed support experience so many companies are still delivering.

Recently I’ve come across some articles claiming customers, who are increasingly turning to digital channels, hate using chatbots and just want to talk to a human. However, when you delve into the real reasons behind these claims, you realise that it’s not the automated self-service tool that customers hate but rather the poor experience that some of them are delivering. If the chatbot can understand their questions, provide accurate and relevant information, and give the option to escalate to a human if needed, then customers have no issue with using a chatbot.

This highlights a failure in both the development of these chatbot solutions and their implementation as part of a synchronised support strategy. A quality chatbot must be backed by conversational AI technology that combines machine learning with a human-in-the-loop. It must be integrated with human-assisted support channels, such as live chat, for a seamless handover. It must be approached as one piece of a comprehensive customer service strategy and not as a stand-alone tool or side project. All of these elements are essential for your solution to be effective, but companies often struggle because they don’t have enough knowledge in this field.

Rachel F Freeman, a conversational AI expert, started working with chatbots and virtual agents in 2000. She has experienced first-hand the evolution of the technology, and today collaborates closely with organisations on the development and implementation of their solutions. She shared this important piece of advice in a chatbot vendor selection guide:

“You should feel comfortable saying to your vendor, “we don’t know what we don’t know and are looking to you as the experts”. This applies to everything from possible use cases to suggestions for conversational flows to UI design tips. If you don’t have confidence they will guide you in the right direction, you’re working with the wrong team.”

This is sage advice for companies as they make conversational AI a part of their customer service strategy. If you don’t want your customers to hate your chatbot, then give them a chatbot that delivers the experience they want. That requires working with knowledgeable experts to ensure your self-service tool is properly developed and integrated with your overarching support strategy, goals, and customer needs.

While engaging with a company for customer support will likely never be as enjoyable as listening to a professional string quartet recital, the experience should be just as seamless and in sync. This is certainly not an easy feat, but is one made easier when you work with the right experts. And when you are able to deliver a seamless, omnichannel support experience, it will be music to your customers’ ears.

Combining Chatbots and Voice for Omnichannel Experiences

By Liam Ryan, Sales Director

Last week Creative Virtual joined our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit. The event was 100% virtual this year and featured two afternoons of various presentations, workshops, and panel debates. While being virtual is never quite the same as talking with someone face-to-face, it was great to see so many thought-provoking exchanges on the Discussion board and interesting questions asked by attendees during the sessions.

I teamed up with Gary Williams from Spitch to present on Day 1 of the Summit. Our session, The Omnichannel Solution: Chatbots + Voice, explored combining natural language chatbots with speech recognition capabilities to create powerful voicebot solutions. We shared some industry research from ContactBabel that showed 85% of CX professionals identified creating omnichannel/connected journeys as very or somewhat important to their strategies in the next two years (download the full report here). It’s no secret that customers want and expect an omnichannel support experience.

The tight integration of chatbots and voice creates a seamless journey as users switch between channels to help you deliver that connected experience. Gary and I shared two example voicebot use cases, one for customer support and one for employee support, that showed how the user could start a process on one channel and complete it on another in a smooth, seamless way.

For those interested in getting started with their own voicebot project, we ended our session with three important tips:

  1. Work with experienced vendors – Today’s market is crowded with new start-ups and inexperienced providers. You want to work with vendors that already have proven experience with both deploying and maintaining these solutions in your industry or sector. By partnering with experts, you immediately benefit from their experience. They can help you avoid common pitfalls, guide you on best practices, and ensure compliance with industry requirements and regulations.
  2. Select reliable technologies – This is why Creative Virtual and Spitch have partnered on voicebot solutions. We both bring years of expertise and documented results for each of our respective technologies. Be cautious about vendors that have attempted to tack on their own poorly developed chatbot or voice technologies to their main solution just so they can shout ‘Me too!’ You want technologies that are secure, can scale to current and future requirements, offer the hosting options you need, and will give you reliable results.
  3. Understand the integration options – When it comes to integrations, you need to first make sure there is a deep, seamless integration of the chatbot and speech technology to have a successful voicebot. Then consider what other integrations you are going to need to create a personalised user experience. You want a solution that can easily integrate with any existing content sources, backend systems, CRMs, other communication channels, etc. so that you can create a custom experience and connected journey.

If you’re interested in learning more about voicebots, schedule a demo to see these solutions in action and discuss possible use cases. You can also read more about the Creative Virtual and Spitch collaboration in our integration overview.

Thanks to Gary and Spitch for their event partnership and to The European Chatbot & Conversational AI Summit organisers and attendees for two days of great virtual content!

A Chatbot for Your Contact Center

By Mandy Reed, Marketing Manager (Global)

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get annoyed answering the same questions over and over, and who makes the rest of the team better at their jobs. They are missing a chatbot.

Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Yet many organizations are missing out on the added benefits of using these solutions in the contact center. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents. A chatbot can help you maximize on those investments while creating a positive omnichannel experience for customers. They instantly provide agents with information to assist customers, reduce average call handling times, and increase first contact resolution. Training time for live agents is drastically reduced, and you build confidence with customers by assuring consistent communication from all agents.

A chatbot in your contact center works essentially the same way as a chatbot on your website, except the users are your agents instead of your customers. The tool understands questions asked in natural langue, as well as common abbreviations used by your contact center, and can guide agents through processes and forms step-by-step as they assist customers. By giving all staff easy access to the same level of knowledge regardless of experience, anyone from support teams to trainers and coaches can step in to answer customer questions with confidence at peak or busy times.

Contact centers looking to implement a chatbot need to be aware that not all chatbot and virtual agent technology is created equal, and not all solutions on the market have been designed for the contact center. The new whitepaper A Chatbot for Your Contact Center explores tips for selecting and implementing a conversational platform to support agents and provide an omnichannel customer experience. Designed to act as a buyer’s guide, it provides questions to ask when selecting chatbot technology for your contact center, guidelines for how to align your contact center with digital channels for seamless customer support, and best practices for successfully implementing and maintaining a conversational platform.

Outlining and executing successful digital customer experience (CX) initiatives continues to grow in importance as consumers become more digitally-savvy and digital natives gain more buying power. A successful digital CX strategy goes beyond what your customers are experiencing online to include what’s happening in your contact center. It’s crucial to select contact center tools that will not only improve performance now but set your contact center up for continued integration with the digital channels of the future. With chatbots, you can maximize on contact center investments, provide seamless omnichannel customer support, and incorporate your contact center into your digital CX strategy.

Download your copy of A Chatbot for Your Contact Center for important tips and questions to ask when selecting and implementing a conversational platform for your contact center agents.

Happy Customer Service Week!