4 key points with which you put the customer first when implementing a chatbot

Both professionally and privately, I see that during this bizarre period it is very clear which organizations have really taken good steps in their digital transformation. And especially the argumentation from which this is used. Is this thinking based on customer DNA or is it a disguised objective to save costs? In any case, I see many examples that show that the customer is not yet being put first. I call this the 'from-the-wall phenomenon' where customers are forced to switch to another communication channel to get something done. A recognizable example of this is chat. And guess what? Customers are getting a bit chatbot tired. This also appears to be the case a recently published study by CGS on CustomerFirst.

The combination of the above effects ensures a much more targeted and efficient experience for customers, where you as a customer can quickly achieve your goal and do business completely digitally. If necessary, there is quick contact via the live takeover with a person who can handle non-standard questions. We call that a smart customer experience with the right human touch.

4 key points with which you put your customer first when implementing a chatbot.

Contextual

No frustrating start where people have to enter their details for the umpteenth time. All customer details are available in the chat. The right contextual call also directs people to the right place in the chat experience, for example when receiving information about or processing a payment.

Directed conversation

No frustrating experience with typing sentences that are often insufficiently recognized, but a targeted scripted experience in which customers are given clear choices that can also be quickly navigated on a mobile phone with a few simple clicks, including the use of personalized data.

Transactional

It is possible to quickly enter or retrieve data or even complete a transaction. Taking out insurance or reporting damage or further explanation about an invoice, no problem. Via the chat you can receive e-mails or SMS, receive or send photos or documents, or even watch interactive videos. In short: not only converse, but also interact and arrange matters from one place.

Live takeover

If the targeted chat does not lead to a satisfactory customer experience, it can call a human agent with the push of a button. This agent immediately has all the customer's data at hand, after which human contact can be quickly established and you do not have to start again discussing why the customer is contacting you.

* The translations on this website are provided by G-Translate from Dutch