Cloud Customer Service Solution Recommendation | 7 Core Keys to a Successful Chatbot!

Do you understand how Chatbots work in customer service?

What is a chatbot?

Chatbots, which we often see on websites and applications, are businesses/brands that interact with customers through a chat interface of message dialogue, providing a communication experience similar to that of human customer service. A chatbot is enabled through pre-set triggers, text, photo responses, and even machine learning training. In addition, chatbots are now being used by companies in a variety of situations, but most commonly for customer service. The reason is that it can quickly deal with simple and most frequently asked questions for customers in advance.

But it's important to note that not all Chatbots are created equal. Generally speaking, there are two different types of robots: rule-based robots and machine-learn-based robots.

2 main types of chatbots for customer service

1. A rule-based robot

Such robots operate according to a set of pre-set rules, usually with pre-written answers to more common questions from customers. These Chatbots are constructed using complex flowcharts of conditional if/then statements, known as "decision trees." Usually, fixed buttons are used to guide customers to click and interact with them to ensure that every question of customers will be answered.

Rule-based robots are simple to set up, but because of the wide and fixed choice of answers, sometimes customers get a response from customer service, but it doesn't really solve their problem.

2. Robots based on machine learning

Machine learning robots, on the other hand, provide more human-like interactions. They look for phrases from context, past customer records, and other sources that convey relevant intent in order to provide an appropriate response. Moreover, they learn from each interaction with the customer, the more time and frequency they spend learning, the more effectively and accurately they will be able to answer customer-specific questions.

Freshdesk Messaging, an AI chatbot owned by Freshworks, for example, uses machine learning to adapt and learn feedback to continuously improve its performance and resilience. See the following:

Why would customer service teams need a Chatbot?

First of all, we need to understand that a customer service system is mainly a set of customer service software to assist enterprise management. It enables the customer service team to comprehensively master the management of in-line service (call consultation, official website text customer service consultation, line-@, FB, IG, and other social media instant communication) to service tracking (in-sale and post-sale service, such as order management, failure reporting, and maintenance, etc.), saving more time and effort.

Obviously, chatbots can be a perfect solution to incoming customer service, which can better serve customers when the customer service team is faced with a large number of work orders and customer service problems, reduce customer waiting time and improve customer satisfaction.

How do you choose the right chatbot customer service solution for you?

Comparison of cloud customer service systems in the market

In this new generation, young people have become accustomed to communicating with the outside world through various channels on the Internet. In response to the current consumer behavior, enterprises begin to set up customer service portals on their official websites, FB, Line, IG, Whatsapp, and other platforms to provide better customer service. Therefore, when choosing the right customer service system, enterprises can first think about the difficulties encountered in customer service.

7 Keys to a Chatbot customer service solution

As mentioned earlier, Chatbot plays an important role in the customer service system. When selecting a customer service system solution, you can determine whether the features of a chatbot are compatible with successful chatbots.

Key 1: No-code chatbot builder

With a code-free GUI (graphical user interface) builder, you can effortlessly build a virtual assistant to provide answers and automate solutions. As the name suggests, it's easy to do everything without writing a single line of code, even if you don't have a technical development background.

Freshdesk Messaging's codeless chatbot builder has a drag-and-drop interface that you can leverage to set up workflows in a short amount of time. You can also set up multiple decision trees for different scenarios, interlaced with various third-party tools to automatically solve a range of customer problems.

Key 2: Omnichannel capabilities

According to statistics, 60% of customers say they will leave the brand because of inconsistent experiences. Therefore, to ensure that your customers don't encounter any inconsistency, you need to choose a chatbot that can cross multiple channel platforms to aggregate conversations into a single platform for you. In this way, chatbots can use information gleaned from past conversations to drive future conversations with customers.

With Freshdesk Messaging, you can launch chatbots across the pipeline with the click of a button. For example, you can deploy the same chatbot on your official website, and on your community (WhatsApp, Facebook, IG, etc.) to ensure a unified customer experience. Information can also be consolidated by importing customer information so that customers do not need to repeat their questions over and over again.

Key 3: Customization

Usually, the style of the chatbot is relatively simple, and the visual quality is often inconsistent with the brand. Freshdesk Messaging lets businesses customize their appearance, preserving their brand identity across all customer touchpoints. With an easy-to-use CSS (Cascading Style Sheets) editor, you can customize the shape, color, and size of your ICONS. In this way, you can build a chatbot that is consistent with your brand style.

Key 4: AI-enabled

Rule-based chatbots answer customer questions with preset answers and automate basic workflow. They fail to recognize the intent of the customer conversation, which often misses the opportunity to provide a complete solution or sale to a potential customer.

Freshdesk Messaging is a chatbot that uses AI (artificial intelligence), ML (machine learning) algorithms, NLP (Natural Language Processing), and NLU (Natural Language understanding). The advantage of this over rule-based is its ability to produce more dynamic and agile conversations based on the flow of interacting robots. Learn from historical conversations and provide a more human response. AI chatbots help businesses deliver proactive customer service and provide a seamless customer experience. At the same time, the robot's performance can be measured regularly, its response and workflow can be optimized, and its efficiency can be improved by training it.

Key 5: Multilingual capabilities

For businesses with customers located around the world, you will definitely want to provide a multilingual customer service center, because multilingual customer service can improve brand outreach and customer satisfaction significantly.

A good chatbot allows you to set up the end-to-end bot process in the language that the customer understands best. When setting up chatbots in multiple languages, Freshdesk Messaging also lets you ensure that the solution articles suggested by chatbots are also translated into the appropriate language. By building a multi-language knowledge base, Freshdesk Messaging enables an international high-quality customer service experience.

Key 6: Rich media messaging formats

Today's consumers often use emojis, memes, GIFs, and more in their everyday conversations. By adding relevant material (not literal content) to chatbot conversations, you can make chatbot UI more vibrant and intimate. Making the conversation more engaging for the user also increases customer engagement.

Key 7: Option to speak to a human agent

While chatbots can do a lot more today than they could a few decades ago, there are still some special situations that may require human support. In this case, the chatbot needs to smoothly hand over the conversation to customer service with the appropriate expertise to speed up the resolution of the problem. For example, in the Freshdesk Messaging example below, when a customer needs to deactivate their credit card, the chatbot understands the urgency and immediately assigns it to an online customer service specialist.

With the above information about choosing the right customer service system and Chatbot's essential features, you'll have a better idea of why Freshdesk Messaging is your first choice. It provides a very complete chatbot to become the right hand of the customer service team, through professional services to help enterprises improve brand image, employee efficiency, and customer experience satisfaction.

Master Concept assists the customer service team to implement efficient operations and improve customer satisfaction

Master Concept is the first and only Freshworks preferred distribution agency in Hong Kong, Taiwan, Malaysia, Singapore, and Mainland China. Freshworks helps businesses create engaging customer experiences through a variety of SaaS solutions such as Freshdesk Support Desk. As Freshworks' preferred and authorized distributor in the Asia Pacific region, we help companies streamline and optimize their customer service workflows, providing the best combination of human and intelligent customer servic so that customers can reach you instantly through a variety of channels without any obstacles.