May 14, 2020 8:51:41 AM

Key factors for a successful customer service automation launch

 

Chat is one of the predominant channels used by businesses across the world to improve customer engagement. In the last year or two, chatbots have proven to be a much better alternative to live chat in terms of response time, cost effectiveness, availability, scalability, and customer satisfaction.

However, chatbots and human agents are not mutually exclusive and it is in the best interest of any business to leverage the synergy between the two to deliver a great service experience.


Learn in this article why your service team will love chatbots.


In our recent webinar, Lucille Guder, our Head of Customer Success here at Solvemate, was joined by Avaneesh Rajkumar, Lead Product Manager at our partner Freshworks, to discuss the essential elements of setting up the right strategy for your customer service automation. This is a two-folded approach, leveraging self-service on one hand and agent assist on the other.



And to give you a glimpse, here are three key takeaways from our webinar:


  • Drive customers to your chatbot by implementing a strong user channeling and making it your first point of contact in terms of self-service
  • Set up a seamless integration between your chatbot and CRM system to make your chatbot and human agents work hand in hand when the customer needs more help
  • Leverage automation to assist your agents by auto-classifying and segmenting new tickets and by providing response suggestions to improve their productivity

 

chapter_end@4x

 

Want to learn more about how to successfully launch customer service automation by Lucille and Avaneesh? Check out the entire discussion by watching the full webinar on-demand. Enjoy!

 

Freshworks-Webinar_recording_NL_header@2x

 

AUTHOR

Karen takes care of Solvemate's content universe as content & communications specialist. When not writing about chatbots, you will find her watching Danish tv series (Dear Netflix, please talk to DR and add some new ones!), doing (aerial) yoga or trying out every recipe from Yotam Ottolenghi.