Chatbot Live Agent

The latest research shows that Chatbots will handle 85% of all customer service queries by 2020. 

Today, to succeed in the market every company needs to plan along with understanding the latest technologies. There has been a lot of talking about Chatbots, every time you read any business article online or receive a marketing email, it all revolves around chatbot technology. But why all hype? Let us know what chatbot is.

If you go by the definition, a chatbot is an application that simulates human conversation, over calls or text. Instead of having a conversation with a human, your customer can have it with a computer. 

Chatbots have proved to have an influence on a customer relationship with the brand. Many companies are already using this technology with their customers. They can prove to be an additional channel for a company to engage with customers. Chatbots are smarter than email or other communication options. They enable voice conversations with various devices, you can enquire about the current weather, or cost of a product you wish to buy, the answers are most of the time appropriate and sound so intelligent.

Today’s customers live in an instant, mobile, web-driven world. They expect one-to-one service—immediately. If customers do not get a swift response, they might think less of a brand. They may even take their business elsewhere.

Luckily, one of the benefits of chatbots is speed. These are some additional chatbot benefits for a better understanding of the technology:

• Quick case deflection – Few cases get logged for support agents to resolve as Chatbots can immediately answer specific questions for customers to make them happier.

• Reduced wait times - Customers get answers quickly, instead of waiting for a response from any other channel.

• Saved time for agents - The agents can devote more time to complex issues that require creativity or teamwork, as chatbots deflect east cases.

• Efficient redirects for customer inquiries - Chatbots can spontaneously greet customers in a chat window and instantly direct them to desired resources.

When interacting with a chatbot, there could be instances where a customer may ask a question, that is beyond bot’s knowledge or not understood by the bot. In this situation, the chatbot tends to fail to answer, and hence leaving the customer dissatisfied with the interaction. These issues can be quickly addressed by using a ‘Live Agent.’

A Live Agent is typically a human agent who communicates in real-time with website users. Chatbot + Live Agent or Chatbot Live Agent is an excellent resolution for companies who have a limited size support team but aspire to extract maximum return and effectiveness from them. While chatbots handle the standard queries, a live agent takes care of the rest.

But the transition between a chatbot and a live agent must be seamless. If the user has to shift between screens for this transition, it will result in a bad user experience. Instead, the conversation must be within the same chat window, and just the control should move from chatbot to live agent and vice versa.

Chatbot Live Agent is a standard feature of the Salesforce Service Cloud that provides the ability to communicate in real-time with your web site users. Unlike a phone call, where one agent can only manage one customer at a time, using Chatbot Live Agent each user can be partaking in numerous simultaneous customer interactions from just one screen. It can also be an effective way to alleviate pressure from a struggling phone support team by diverting some customer traffic to an alternative channel.

Utilizing Salesforce Chatbot is great for those operating on a budget. Companies that use integrated phone networks to facilitate their customer support through Salesforce face a charge for each call that comes in. While the ‘per call’ cost is of course minimal it can soon add up over the year. With Chatbot Live Agent there is no charge per interaction so after it has been set up the only cost is the agents themselves. You can also keep the chat transcripts to use as free training guides to any new starters in how to deal with customers.

Chatbot Live Agent is a standard feature of the Salesforce Service Cloud offerings as follows:

• Sneak peek – This feature enables agents to view the visitor's message before it has been sent. Consequently, an agent can start reacting and prepare a response.

• Whisper messages – It allows a supervisor to communicate with an agent who is currently engaged in a chat, without it being visible to the customer. The idea here is that a supervisor can offer advice, direct the agent to a relevant knowledge article, or simply offer encouragement for a job well done without disturbing the agent's interaction with the customer.

• Auto greeting – Most customer service teams have a set way they like to initiate customer interactions, using this feature they can ensure this is done effectively and efficiently by all agents. 

Be available to your customers with Service Cloud Digital Engagement. Establish a digital engagement to reach your customers including mobile messaging, web chat, social networks, and more, to provide a seamless service experience. Deliver smarter support on your customers’ terms, time frame, and channel through Salesforce digital engagement tools.

You can connect with your customers through Salesforce Digital Engagement channels of their choice. Customers should not have to cross hurdles to reach your company. Most noteworthy, help them to contact you the way they want over the channels they use most in their everyday life.