Chatbot Builder
Quality customer service support is becoming an increasingly important lever in the formation of an effective business strategy of any company. Competition in almost all industries is growing rapidly, and now in order to stand out from the competition and get a customer, and then to keep him, only a quality product is needed, although without it, there is nothing. Currently, it is the pre-sale and after-sale service offered by the company that are becoming the main factors of customer retention.
It is these three indicators that are decisive in whether the client will be satisfied with the company's service or not.
Given that messengers (primarily telegram, viber) are currently one of the most popular and user-friendly communication channels, the best solution for improving the efficiency of customer service there is communication through messengers. Communication through messengers can be built using various methods, for example:
The first option, communication through personal accounts and numbers, is becoming less and less popular with the development of chatbot technology and is almost not used by companies. Especially since this option is not suitable in case of need for synchronization with CRM systems.
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Chat bots are the most effective means of interaction, if you consider that chat bots are designed for the user to be the initiator of the interaction. Chatbots can answer the user's frequently asked questions automatically, ask to fill out forms for data collection and lead generation, provide the user with personal data, if this is provided by the bot's ability or synchronization with CRM. That is, chatbots can be effective in providing quality service support to customers, but not personalized in providing consultation and support to customers.
Therefore, the most effective means of customer support is the possibility of direct communication between the user and the manager through the bot interface (for the user) and the customer interaction system (from the manager). In this case, the user can ask arbitrary questions and receive, in turn, personalized answers from the manager regarding a specific request.
In order to configure the possibility of customer service or technical support on the Gerabot service, it is enough to take three steps.
It takes no more than 10 minutes, and after this time you will have a ready system for communication between company managers and clients to provide quality support and advice.
This is the easiest step, you just need to go to Gerabot chatbot builder page and click “try free”. After that, you need to enter your email and get a link (the link will be duplicated in the email) and go to your account in the system.
A bot token is created for the corresponding messenger that you want to use as a channel of interaction between company managers and customers.
You can learn how to generate bot tokens in the relevant articles:
Or in a video on our YoutTube channels
Finally, once you're registered and have received your bot token, all that's left is to set up the welcome message for customers and the environment for managers to work in.
In order for customers to already be able to write support requests, it is enough to go to the “bot scripts” tab and create one script (or leave only one, deleting the others) with immediately enabled tags:
If all these checkboxes are enabled, a new request will be created for any message from the user (if his previous request has already been closed by the manager), which the manager can take in work.
An example of how it looks in the bot for the user.
That is, the moment the user enters the bot, he immediately sees a welcome message, then he can either wait for the manager to connect, or immediately write his question in the chat.
In the system for managers, in the meantime, a new request will be created from a user that he can join and answer the user's question.
After the issue is resolved, the manager can close the request by clicking the appropriate button.
The user in turn will see that the request is closed. After that, the next message from the user will open a new request to which the manager can join.
In this way, you can very quickly set up a convenient channel of interaction for your customers and managers, which will increase the level of service support and loyalty of the company in the eyes of customers.
If you want to make a chatbot with a more extensive structure for support, you can watch related videos on our YouTube channel.
And if you need more detailed advice on bot setup or the customer support channel, you are always you can contact Gerabot for help and we will find a solution together!
