Chatbot Builder
In today's world, there are many channels for communication and customer support. One of the most convenient and effective communication channels is chats in messengers and on the website. This type of communication is gaining popularity not only in personal life, but also in business.
Chats in instant messengers are the most convenient and fastest means of obtaining information on issues that may arise for the consumer. Chats in messengers do not require the installation of additional software, they work in already popular and installed in 90% of Internet users, and have a significant advantage compared to mobile applications or telephone communication.
Chats in messengers do not require constant contact, as is the case in telephone communication, the user can go about his business at the same time and not expect a connection or an operator's response without breaking away from earphones Also, the entire correspondence history remains in messengers, which allows you to refer to it at any time.
Compared to mobile applications, the advantage of messengers is that the user does not need to install additional programs on his gadget, which saves the user's time and gadget resources. In addition, mobile applications can be quite complex and have different functionality and usability, while chats in messengers are standardized and do not require additional time to familiarize yourself with the interface and search for the necessary functions.
How to give the user the opportunity to contact the company via chat?
To begin with, the company needs to choose a service provider that will provide chat services and a system for processing incoming user requests. This is an important stage, because three aspects need to be taken into account:
Regarding the first point, the company needs to study the options of providers that provide services for connecting chats in different messengers to the same system, as well as whether the provider provides the ability to install a chat on the site. Usually, companies connect the following communication options for customers:
As already mentioned above, the interface of chats in messengers does not depend on the service of the chat provider, so it is only a matter of the number of messengers that the provider offers to connect to.
Chat for the site is a separate issue, because it can be completely different depending on the chat provider. In addition to the design and usability of the chat itself, you can pay attention to what other opportunities the service provides besides the chat itself. For example, it can be: widgets and lead generation forms for the site, additional links to the company's pages in social networks, a knowledge base.
In addition, of course, you need to pay attention to whether it is possible to display links to other communication channels in the chat widget itself, that is, links to chats in messengers.
From the point of view of company managers, that is, users who will interact with customers, it is necessary to consider the second question, that is, the system of interaction with customers.
Customer interaction and support system.
This is a very important aspect, because the quality of providing services, service and consultation by company managers to clients directly depends on the ease of their work in the system. In order to choose a high-quality customer support system, you need to find out whether it has:
The request management interface includes a list of requests and key information for each request, so that the operator can quickly navigate and open the necessary request.
The main process that should take place in the customer support system through chat is the communication between the operator and the user. Therefore, the interface for sending and viewing messages, the ability to create or choose a quick response for sending a message to the user is important here.
The history and the ability to filter requests by parameters helps the manager quickly find the right requests, if he has such a need. Queries can be filtered by parameters such as:
Analytics of chat operators is used to assess the quality of employees' work. With the help of analytics, you can understand which operators have a better rating from users, close requests faster, etc.
Customer support service rates.
Of course, an important issue is the pricing policy of the service that provides the company with relevant services. The main thing to look for when a company chooses a provider is whether there are additional fees for each additional chat operator, opting out of branding the chat for the site, or other hidden fees. Also, services always offer different tariff plans depending on business needs.
Therefore, carefully study all options of tariff plans and choose the most effective one for your business.
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After the service that will be used by the business is chosen, it is necessary to proceed to the stage of installation and configuration of the tools provided by the service for interaction with customers. Let's consider this stage on the example of the Gerabot service.
First, in order to get access to the service tools, you need to go through a quick registration process. To do this, you only need to leave an email and immediately receive a link to the customer support system.
In the system settings, you need to copy the code of the widget for the site and immediately configure the visual and text part of the widget.
Next, install it on the world site in the head section. After that, the chat will be immediately displayed on the site.
To add links to company chats in messengers, you need to create chatbot tokens in each messenger respectively and add them to the system.
You can learn how to get bot tokens for setting up chats from the video on our YouTube channel.
After these actions, which take no more than 10-15 minutes, you get new opportunities to interact with customers, which will significantly increase the level of service quality and audience loyalty to the company.
