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Do you offer your customers the kind of seamless experience they so richly deserve?
Probably not, and the worse part is, you don’t even realize it.
You don’t realize it because you still trust the traditional way of customer support without realizing its limitations. Maybe you you don’t know it can’t meet the demands of modern times.
In fact, the typical support ticket flow lacks human touch and involves wait time. And that’s why it fails to deliver the kind of support users expect these days.
So, what does all this explain?
All this explains one thing : conversational customer service is the way forward because users now want real-time engagement and quick resolution of problems. And to meet their expectations, you must plan a switch from the conventional to conversational.
More importantly, you need to focus more on an approach that helps you deliver greater customer service. It means the time is right to change the way you offer customer engagement.
In this post, we will focus on how businesses need to quickly adapt to bring more conversation-driven service with some form of automation to the support.
Conversational support is a modern strategy of helping customers via personal, one-on-one conversations with a view to forging long-term relationships.
It focuses on using context and personalized touch to resolve customer queries in a seamless and prompt way.
Compared to a ticketing funnel, conversational customer support is more of a holistic approach that combines elements of automation and human handovers for delivering great customer service.
This kind of support aims to create broader and enriching relationships on both sides which makes it different from how the traditional online customer service is delivered.
As a business, you need to understand how 82% of customers say getting an immediate response is very important when they have a question. And you can’t offer quick responses if you’re not ready to use the power of technologies like artificial intelligence and automation. So, the time is right to move away from the old way and adopt the conversational way to improve customer experience and redefine support.
Conversational support features have great potential and can benefit your business in many different ways.
Making a switch away from the traditional support flow is always a logical next step when customers don’t get the seamless experience they deserve. You also need to think of replacing the transactional approach with integrated conversations to forge long-term relationships. This will help you achieve the goal of conversational customer engagement and ensure a great experience.
There are many ways to implement conversational support to enrich customer service experiences and deliver meaningful interactions.
You can use AI tools and automation to strengthen your customer experience strategy and change the meaning of conversational customer engagement.
Let’s look at each of the ways in detail;
Customers expect a seamless experience when they contact businesses. They want the freedom to choose the channel and easily reach out to brands.
Many businesses, however, make the mistake of not giving customers the choices despite having a presence on many different channels.
To overcome this challenge, it’s always better to implement an omnichannel strategy and let customers decide what fits them the best.
By doing this, your business will easily be able to keep pace with the evolving customer experience trends of modern times.
Understanding your customer’s journey is always the key to delivering great experiences to them.
If you’re aware of what customers look for and how to meet their expectations, you can easily step up the level of service.
For that reason, you first need to know the places where conversational customer experience happens and then optimize them to enable a seamless experience.
By mapping customer journeys across channels, it becomes simple to understand the needs and you also understand how B2B customer journey touchpoints contribute to better service.
A proactive approach to support is always a great strategy as it shows you’re willing to reach out to customers rather than wait for them to come to you with their problems.
When you plan to offer conversational customer support, the right move always is to be proactive to start the conversations and try to assess the customer’s pain points.
This method will help you not only anticipate but also resolve the problems in the preliminary stage itself. It puts less pressure on the support team and keeps them free for more energizing conversations.
Quick and seamless conversations are always at the center of great customer experiences.
This is why 68% of consumers like interacting with chatbots because of the quick answers they get.
Automating the support with bots can help reduce wait time and ensure prompt responses to queries. It will bring great value even in situations where human touch was once important.
In fact, AI-powered chatbots are intelligent and can do smart routing by directing chats to the right team. This often ensures great value with conversational service automation.
By using bots to propel your support, you’re always able to drive conversations, boost engagement levels and ultimately ensure amazing conversational customer experiences.
Customers may not always be keen to engage with service agents as sometimes they feel more comfortable doing things on their own. They occasionally like finding information about a business all by themselves.
For such situations, you need to build more self-service options by using conversational customer engagement software. Doing this will ensure that the flow of conversations is never stopped for anyone seeking information about your products or services.
When there are more self-service options, it ensures fewer questions for your service team that can then dedicate the time to handling questions that are complex and not solvable by bots.
Chatbots have transformed the way customer service is delivered. They’re 24×7 and can provide quick responses as and when needed.
Plus, they are smart and may do sentiment analysis to decide the emotions from messages as well. And if need be, bots can quickly route the chat to the right agents and ensure the flow of interactions is maintained.
However, there will always be complex conversations and unique chatbot use cases where human support is needed more as bots are not 100% accurate and can’t be relied upon for complex matters.
So, you need to have a blended approach where both bots and humans are part of the conversational customer service strategy to ensure fast resolutions and great experiences.
Chatbots are quite advanced today and can adapt to new AI features with ease. They can recognize user intent, decode the mood of users, and also drive the flow of conversations based on customer emotions.
All this becomes possible due to the chatbot sentiment analysis feature which makes bots even more powerful in terms of understanding the emotion in the customer messages.
Your business too can benefit from this feature to know if customers are having a good experience with your chatbots and based on that, can add value to conversations.
Keeping a track of key interaction-related KPIs can help you understand the effectiveness of your conversational support strategy and ensure value to the sales funnel as well.
There will always be useful data to measure and get a better insight into your customer support strategy.
Once you’re aware of the success or lack of it, you can easily tweak your support strategy and ensure value to customers at every step of the way.
Customers love personalized experiences. To deliver that, you need to know them inside out, like their preferences, search history, etc.
This is where customer data can help, particularly the ones related to demographic, geographic, and psychographics.
You can trust conversational AI chatbots and conversational customer engagement software to collect customer data across touchpoints and then use the same for delivering personalized experiences.
A business can also benefit from conversational customer engagement software to redefine the way personalized support is provided.
And when a touch of personalization is added to customer support, you always have the right tools to disposal to offer a great level of conversational support.
A growing number of industry verticals now realize the value of either ditching the traditional way of support or complementing it with conversational support. Doing this has many benefits as customers no longer need to wait for getting support nor do they need to get support on the channel of someone else’s choice.
Here are examples of how different industries are using conversational support in the best way –
The use of conversational support is accelerating in the healthcare sector with more doctors now relying on chatbots to remotely treat patients and offer consultation.
Money management has become quick and efficient as financial firms now realize the value of using automation to bolster conversational support and offer sound advice.
Hotels and restaurants find chatbots a great tool for delivering conversational services, managing customer orders and meeting their lofty new-age expectations.
More online stores now use automation and leverage chatbots to offer customers a unique kind of experience such as personalized product recommendations and a smooth check-out process.
With REVE Chat, you can realize the goal of offering conversational customer service and building a long-term relationship with your valued customers.
We have great conversational engagement software and tools that can enable businesses to change the way conversational support is offered. You can trust our expertise with conversational AI services to redefine support rather than just resolving a series of issues.
You can rely on our AI chatbots and live chat software tool to use context and conversations in order to redefine the way support is offered to customers. These tools will not only ensure great support for customers but will also help agents offer more personalized support at scale.
With our live chat customer service tool, it would be easy for you to deliver personalized support at scale alongside balancing AI automation and human touch.
These tools will let you provide seamless contextual support by reducing customer effort and ensuring increased customer satisfaction.
Similarly, you can benefit from our customer service chatbot and conversational engagement software to transform the support and provide value to customers with AI.
By automating functions and processes across marketing, sales, and support funnel, you would always find it easy to provide the best of experience and conversational support to customers.
Conversational support is the future of customer experience. And brands that are able to engage users with enriching conversations will always find it easy to provide great experiences at every step of the way.
So, you should focus on automating the support and adding more self-service options with chatbot marketing from REVE Chat to ensure value to customers.
Similarly, you need to think of an omnichannel outreach by combining customer journey mapping and AI bots to meet customers where they want. This is how you enhance the value of conversational customer experience and ensure enriching interactions.
All this can lay a foundation of great conversational customer service resulting in loyal customers for life.
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Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness.
As a writer and analyst, he pours the heart out on a blog that is informative, detailed, and often digs deep into the heart of customer psychology. He’s written extensively on a range of topics including, marketing, AI chatbots, omnichannel messaging platforms, and many more.
Mr. Singh also has a passion for subjects that excite new-age customers, be it social media engagement, artificial intelligence, machine learning. He takes great pride in his learning-filled journey of adding value to the industry through consistent research, analysis, and sharing of customer-driven ideas.
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