About the Client
Our Client is an owner of a StartUp from Boston, Massachusetts.
The Client needed optimizing lead and customer communication on the website and reducing response time of client services.
The business owner wanted a innovative Chatbot development and implementation, performed within web resources and integrated in Communication Platform
The challenge
What problems need to be solved?
The main problem the client mentioned was a high number of incoming client requests that can be served automatically depending on the requirements. In addition, the Chatbot system must be integrated with other Communication Platform used in the Company.
General chatbot requirements:
- Capability for video-enabled responses.
- Ability to interconnect with third-party APIs to handle/integrate with database
- Chatbot to be integrated with Drupal’s (or any CMS) website, SMS & Facebook, Facebook Messenger
- Chatbot should support multilingual (English, Spanish, Simplified Chinese, Arabic, French, Vietnamese)
- Chat history is associated in our system with the user account.
- The view/display of unanswered questions and reporting will be part of the admin interface
- Robust analytics and dashboard reporting
- Different types of users and user roles for admin interface
- Automated, dynamic nudging or multi-step campaign capabilities
- Live agent escalation
- Queue management
- SMS Integration
Requirements
- Reliability
- Urgent deadlines
- High processing speed
- Data security
Proposal
Create a powerful chatbot integrated with the current management portal with numerous communication functions. Depending on the scenario, help in problem-solving or transferring the queries to one of the communication routes.
Voice calls and SMS integration:
- Incoming call from PSTN
- Forwarding call to dialog flow
- Call sent over PSTN after logic execution
- and back to SIP SBC
- Call routed to PBX
- Incoming SMS message
- Dialog Flow interaction
Project Progress
This project included a range of models according to the goals:
1. Auto-attendant.
In this case, an IVR is used to automate the flow of incoming calls inside a company. Callers are guided to connect with phone extensions using built IVR menus with pre-recorded messages. This task is usually performed by a human operator (a call dispatcher or a receptionist). Using IVR technology, this process is automated, leaving the receptionist with more time to perform other tasks.
In the case of an inbound Call Center, an IVR is added to a call queue that connects callers with sales or support agents. This is a typical scenario for insurance/banking/financial services/utilities companies which offer customer services in various languages.
Once the connection is made, the IVR invites the caller to choose a language and select the service they want. Eventually, the call is moved to a queue where agents respond in the language selected by the caller. Finally, the line may record the call.
2. Sales Follow up.
3. Customer support request and service greetings.
Including greeting scenario:
Hello, welcome to “business name” thank you for visiting our website. How can we assist you?
Hello, thank you for using the “business name” service. Can I help you with something?
Hello, “customer name” welcome back to “ business name”. Did you face any further problems with the “earlier issue”?
Welcome back, “customer name”. Happy to see you again. What can we do for you today?
4. Asking for contact details.
Hi, “customer name”. May I request you share your contact details?
Hello, I will need your contact details to update the other process. So kindly provide your phone number, email, etc.
5. Asking for what product or service he is looking for.
Hi, “customer name”. Would you like to know more about the subscriptions for “product or service name”? If you want, I can detail you.
Hi, I can explain the installation steps of “product name”. Shall I go ahead?
6. Live assistance request.
To implement live customer engagement tools to get a better understanding of and deliver real-time solutions. Live assistance with co-browsing and video chat needs access to the customer screen to identify the issue and guide them in the right direction to provide an in-person experience.
7. Ask for an apology.
Nobody wants to hear “NO”. A simple secret for how to avoid the negative word NO, and is asking for an apology. In different circumstances, apologize in an other way that will melt down the situation. Including apologizing scenario:
We’re sorry about the “issue”. Let me have a word with my manager to find out how we can fix this for you.
Apology to unable to meet the request
We’re sorry, but the free shipping offer is over for that particular region.
May I request you to go through the “solutions” as a better option for the “problem”?
I want to recommend a “solution” that fits your requirements.
8. Transferring customer service chats.
To get the customers transferred to the correct representative smartly.
Using positive customer service phrases, we directed the chat conversation to the right representative to deliver the correct information without letting them wait a long time.
I am sorry for the confusion, but this is not the correct department to provide sufficient information on the “topic”. Is that ok for you, I will transfer you to the correct department.
Please hold for a moment while I transfer you to “agent name”.
9. Put the customer on hold.
“Your call is important to us. Please hold on.”
10. Keep on the queue.
We are very sorry, but all our agents are engaged right now. If you can hold them for a few mins, we’ll reach out to you as soon as possible.
All our agents are busy at this moment. Therefore, please wait for “queue time”, while our representative will join you shortly.
11. Thank customers for waiting.
We appreciate your patience in holding and apologize for the wait time.
Thank you for waiting for us! We do apologize for the wait time. We are available to assist you.
12. Proactive triggers running if a customer is hesitant
Hello “customer name”, If you buy a “product or service” today, you can use the coupon code and get a discount of 20%. Would you prefer to chat for more details?
Hi, “customer name”. Let me tell you, it is a worthy investment if you purchase the product now. But, unfortunately, the offer is going to expire in two days.
We understand too many options can be confusing. Can I help you to decide?
Anybody may have a problem of choice. Can you go ahead with the right one?
13. Promotions and discounts
All the works were performed remotely by the team of our developers.
Business impact
The chatbot and management portal implementation let the business owner :
- +370% increase of incoming requests
- +42% increase conversion rate
- improve customer satisfaction
- Increase the deals rate
- strong communication within department and clients;
- solid organizational structure, where each employee knows their tasks and responsibilities;
- increased number of patients;
- helped to diversify the languages spoken.
Do you want to know the details of the project? Or need a similar solution? Then, contact us for consultation – it’s free of charge for you!