Chatbots for Support

These days, fast and easily accessible customer support seems almost essential for companies. Of course, this support should also be available round the clock, but how can this time and resource consuming task be accomplished without making your employees work night shifts? Let the trusty chatbot save the day.

Thanks to the internet, companies and customers have an entirely new channel of communication open to them. This simple fact has been continually redefining the relationship between vendors and buyers since the world wide web came into being. Numerous reviews about experiences with a product or service are available to all potential customers and often contribute significantly to their decision whether to buy or not. Fast support for any possible queries before and after the purchase is expected and often documented, shared and commented on in various social networks. The company is communicating with a single person, but their unique experience is then massively multiplied and then stored in the public’s global consciousness.

It is therefore important to react as quickly as possible to any customer queries or to at least forward them to the right person. One way of doing this is to offer support in networks such as Facebook or Twitter, an option which has almost become common courtesy but which requires a lot of hours and effort. Chatbots can help ease this load.

A bot can, for example, be fed with existing information from FAQs and so on, in order to be able to offer concrete help with smaller problems on first contact. If the problem cannot be solved, the bot can still narrow it down and forward the relevant information to the appropriate person in order to keep response times as short as possible. The artificial intelligence, which works in the background in order to make the magic happen, can thus concretize the problem and use the information to ask further relevant questions to the users. Of course, bots can also help users fill in contact forms or offer help with other standard problems.

Chatbots in Action

Such a use case is currently being offered by Persil Germany. We collaborated on a small bot, which offers suggestions and solutions for stain removal. After a personalized greeting, the bot will ask the customer about their problem. If they are looking for stain removal tips, the bot asks them for the type of fabric as well as the type of stain and subsequently offers the appropriate solution for its removal. In case of other problems, the option to directly contact the customer support team remains. Additionally, at the end of the conversation, the chatbot offers a little surprise as a thank you, which is sent to the customer in the mail. Getting the right address data is also taken care of by the bot.

When you decide to use a chatbot for your own purposes, one thing above all is very important: a solid and well-thought-out basic concept. The user experience must be motivating, clear and appealing at any time for successful communication to take place. The users should always know what is expected of them and what the point of the current interchange is. Also the style of communication should match the use case. Therefore, the success of your chatbot project is not only determined by the technology itself, but also by an appropriate and engaging user journey.