Real Estate SMS-to-Chat is Today’s Email

real estate sms chat

Real Estate SMS-to-Chat is Today’s Email 

Reach to a More Diverse Client Base with Real Estate SMS-to-Chat

Text messaging has become the predominant form of communication across all industries today. In real estate, communication with clients, prospects, and leads is extremely time-sensitive. Real estate SMS-to-chat allows buyers and sellers the responses that beat out email and phone in terms of speed and convenience.

To engage new and existing clients before the competition, you must go to where they are as soon as possible. In fact,  65% of home buyers expect to be able to communicate via text message with their agents. 

SMS live chat allows your site visitors to reach your team by sending a text message from any mobile device. Those SMS messages appear in SnapEngage’s Conversations Hub for your agents to reply — sending an SMS right back to your site visitor’s handheld device. 

Real estate SMS-to-chat opens new channels 

Goal:

Increased adoption and accessibility of all offered real estate services.

Reduce time-to-resolution (TTR) for all steps in the client funnel.

How:

Remove communication hurdles with SMS live chat omnichannel solutions.

Advertise your SMS number on all marketing for accessibility.

Outcome: Successful communications lead to a broader and more diverse satisfied client base. This is especially important with younger demographics.

Quickstart toolkit

 

  • SMS-to-chat is part of our Omnichannel Solution. All SMS conversations are in the Hub for chat agents, the same as chats from the website and Facebook. Bring the easiest form of communication to your communication options. No passwords, no portals with SMS-to-chat.

 

  • Request client photos without using an external email service. Clients appreciate a new and innovative way to provide information all in one place. Buyers can send photos of homes or interior design they are interested in. Sellers can send you pics of their home so your team can address if it’s “showroom ready”. 

 

  • Advertise your text number on your website, client mails, behind client login and anywhere else clients have access. Clients can save the number in their phone and text your agents their convenience. 

 

Sample workflow

 

SnapEngage real estate SMS-to-chat

 

Tools for communications success recap:

Modernize the client experience with SMS-to-chat
Allow chat agents to request photos, giving sellers a chance to showcase their upcoming open house and share interior design ideas
Increase brand awareness with free advertising of the SMS-to-chat number

Communicate at every step of the client journey

Provide added value that requires minimal effort from clients by making it easy for clients to reach you. Mobile texting is the most preferred and expected platform for customer service — Why should real estate be any different? Add your SMS number everywhere clients can find it. Live chat with SMS integration encourages communication at every step of the real estate client journey.  

 

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The Future of Bots and Why They’re Here to Stay

future of chatbots

Today’s consumers are used to the speed, convenience, and accessible 24-hour service they’ve come to expect from chatbots. Competitive enterprises have learned to take advantage of chatbots for the highly valuable user data that helps them understand their customers and scale their business. Chatbots are awake 365 days of the year and can speak in many different languages. But that’s not all they can do. Let’s take a look at why bots are here to stay and what the future of bots might bring.

Why bots are here to stay

Bots are here to stay because both consumers and enterprises have come to depend on them. Intelligent chatbots increase customer engagement. Increased customer engagement drives revenue.

Bots provide continuous customer engagement across multiple channels for consumers. Over 50% of consumers now expect a business to be open 24/7. 

For enterprises, chatbot buyer intent technology enables a higher ROI and conversion rate — with increased internal efficiency. 56% of firms report that engagement through chatbots is ROI positive.

It’s highly unlikely that we humans will outgrow our appetite for accessible, personalized interactions that give us immediate access to products and services from any device we’re using. 

And it’s equally unlikely that enterprises will abandon a technology that offers them rich user data, reveals consumer sentiment, and assists in product and service development.

As chatbot technology continues to advance and consumers’ expectations continue to rise, the chatbot market size is projected to grow from $2.6B in 2019 to $9.4B by 2024.

Continuous customer engagement 

Chatbots create a more personalized service for customers, which makes them want to return. Increased user engagement gives the chatbot more opportunity to learn from actionable data and personalize service even further. 

Chatbots learn new techniques and provide more accurate responses over time. Greater accuracy generates higher visitor engagement with contextually appropriate messaging that guides customers to the right solution in a proactive way.

The ultimate future goal of chatbots and conversational AI is to be perceived as human by the user. Future bots will inevitably appear even more natural as developers try to simplify the integration of human and machine. 

As bots evolve, their ability to execute task automation on intent recognition will increase — moving closer to a human communication style for a more natural experience. Bots that can offer a more human-like service will be able to provide an even more engaging experience for consumers.

“Moving into the future, chatbots will become increasingly witty and will be used in various fields.”  Alex Muchiri, Founder of Itesyl Technologies

 

 

Accessibility across channels

In the past, consumer accessibility across multiple channels was a nice-to-have. Today, omnichannel integration is a must-have for businesses to survive the increased complexity of the digital age. 

An omnichannel experience allows customers to interact with bots or agents from a variety of platforms. Digitally savvy consumers expect to reach a business through a chat on a firm’s website or social channel — and have the same streamlined experience. 

Conversational AI across channels also means that a user can start a conversation on one channel and complete it on another without losing context or continuity. 

Omnichannel accessibility is becoming the norm — customers want to be able to reach a business from whatever device they use every day and receive a response. 80% of consumers feel that receiving an immediate response from a business increases their loyalty. 

Buyer intent technology

Intent technology is a critical asset for customer acquisition, retention, and growth. Intent data is like a record of a user’s behavior —  a digital footprint of activity and clicks.

Intent data on a firm’s website guide bot decision triggers and offers insights into customer needs. User intent data allows businesses to both deliver hyper-personalized messaging and identify high-value leads.

How does a business decide which leads to pursue? If a firm has access to intent data, it understands the pain points of the user by their behavior based online activity. 

Intent data empowers sales and marketing teams to prioritize leads based on behaviors that indicate a likelihood to engage and convert to a sale — improving ROI and boosting conversion rates.   

Buyer intent data can also inform whether a client has researched alternative solutions from competitors or third party sites. In these situations, bot triggers can be set to request client feedback for future improvements. 

The ability to monitor consumer sentiment, especially during times of economic volatility, gives enterprises the insight to switch up marketing tactics, or even identify trends for future product development. This insight is an edge all enterprises will need in the future to compete.

 

Chatbots are fast becoming a business imperative for businesses that want to engage with their customers.”

 Eileen Brown, ZDNet

 

Greater internal efficiency 

For conversational tools to increase efficiency and reduce response time, their interfaces need to have access to a broad array of backend services. In short, a firm’s chatbot needs to be able to integrate with its other systems.

With the increased interplay between dissimilar systems within a tech ecosystem, integrations between chatbots and CRMs, ERPs, and other databases drive communication efficiency and customer satisfaction while reducing service time.

Integrations with a CRM assists hyper-personalization. Bots can read, change, and write information to databases. Bots can retrieve data from backend systems. And bots can alert humans if necessary — all the while keeping the user engaged. 

The future of bots

Chatbots have come a long way from simple front-end solutions for answering standard questions. And they will continue to mature. 

The AI in chatbots is generally two technologies, Natural Language Processing (NLP) and Machine Learning (ML), that work collaboratively to automate tasks previously done by humans.

The hybrid marriage of these two technologies has allowed bots to continually evolve from a text and menu-based approach to a more human-like conversational and user intent approach. 

The future of bots will likely provide an even more organic experience for users with increased cross-channel flexibility. The development of strategies integrating text, interactive voice chatbots, and other conversational platforms is evolving at a rapid pace. 

Future advances in language technologies will improve complex linguistic decision making — beyond linear scripts and menus. So, bots will get fancier.

 

“The chatbots of the future don’t just respond to questions. They talk. They think. They draw insights from knowledge graphs. They forge emotional relationships with customers.”

Christie Olsen, Head of Evangelism for Bing at Microsoft

 

NLP has advanced in areas like sentiment analysis which focuses on identifying user emotions — bots that can learn to identify an angry customer can route them to the right customer service agent immediately.

Firms can expect even greater efficiency with bots learning to field a broader array of customer queries — freeing up human resources for more comprehensive tasks.

Perhaps future chatbots will take on personalities based on the style, preferences, and intent of the users communicating with them. In the future, enterprises may be able to design different bot personalities based upon the user data collected from disparate market segments.

No matter what form future bots evolve into, they will undoubtedly continue to provide even more innovative solutions that are taken seriously by competitive enterprises across all industries — and appreciated by consumers of all demographics.  

 

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3 Ways to Use Chatbots For Customer Support

Chatbot for customer support

In the Digital Age consumers expect to have their questions and concerns answered quickly and in a personalized manner. The rise of new, instant communications channels — social media, chat platforms, and instant messaging — has changed how people interact with and expect their favorite brands to serve them. 

For example:

  • 89% of customers expect a response to their email within a day
  • Consumers will wait an average of 11 minutes on the phone before hanging up
  • Consumers expect chat or other non-phone communications to start within 45 seconds

In response, many enterprises attempt to deliver on these expectations by investing heavily in human customer service teams. But adding representatives to field live calls and respond to emails is neither scalable nor sustainable. And it’s not actually what consumers want. Studies suggest that as much as 40% of consumers don’t care whether a digital representative like a chatbot or real human helps them, just that their questions are addressed and answered quickly. 

As a result, enterprises across industries and sectors are recognizing the value and benefit of chatbots to more efficiently and cost-effectively engage with global customer audiences. Here are three common use cases for chatbots that can help improve customer satisfaction and reduce the cost of customer service.

1. Finding information

Customer support and sales teams are increasingly inundated with a large volume of inquiries. Anything from simple requests about office hours and pricing to more complex ones about installation or troubleshooting may reach a customer support team at any time. More than one-third of customers expect there to be no wait at all to reach customer service representatives, but it’s challenging for human representatives to answer questions quickly and accurately at such a large scale.

Chatbots are ideal for handling these information requests and for giving customers a self-service option to get answers immediately. AI-powered chatbots leverage your existing knowledge base and natural language processing (NLP) capabilities to match customer questions with the information in your database or website. Many intelligent chatbots can even leverage data from customer interactions from across multiple channels to improve the responses they give as time goes on. 

More importantly, chatbots help to free up human resources for other high-value tasks like customer outreach, sales follow up, or market research. 

2. Automated transaction

Sometimes customers need more than just an answer to a question. Sometimes they need help with routine (but important) actions like resetting a password, verifying their identity, or completing a transaction that shouldn’t require human interaction. 

Transactional chatbots are designed to handle these low-complexity transactions on behalf of human staff with relatively little coding or development. Bots can unburden over-tasked support teams of repetitive low-impact tasks from any connected device at any time. Chatbot’s self-service features and robust transactional capabilities can greatly improve the customer experience with minimal additional investment.

3. Seamless service with warm handoffs 

In most cases, chatbots were never intended as a complete replacement for humans. Instead, they’re designed to support and work with a knowledgeable team of human agents. Usually that means deploying a chatbot to popular customer engagement points like a website, shopping cart, or text line where they can triage customer inquiries and resolve any low-level questions or requests.  

For more complex scenarios — deep-dive troubleshooting, specific questions about an account, or multi-product sales opportunities — that bots are ill-equipped to handle, they can be “trained” to hand that information off to an available human agent who’s more qualified and better prepared to resolve the customer’s issue. 

Support teams can design decision trees and routing processes for chatbots so that the customer is seamlessly transferred to the right person at the right time. And when the human agent interacts with the customer, all the information that the chatbot collected is readily available for use, helping to increase one-call resolution rates while reducing hold times, repeat calls, and unnecessary escalations that can increase revenue by as much as 8%

Just The Beginning

For businesses eager to strike a balance between improving their customers’ experiences and cost management, chatbots are an ideal business solution. Automating front-end communications and enabling warm handoffs for complex requests can help companies reduce customer support costs by up to 30% while dramatically enhancing their customers’ satisfaction.

SnapEngage chatbots and live human chat solutions help enterprises in every industry, in any location find the perfect balance between automated and human interactions to meet consumer expectations. The platform’s flexible and configurable workflows help customer support teams quickly and appropriately respond to general queries, while intelligently routing more complex issues to the most experienced and well-trained team members.

Schedule a demo to learn more about how SnapEnagage’s fully integrated communications platform can empower your sales and customer success teams deliver a superior customer experience that drives revenue, retention, and goodwill.

 

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15 Live Chat Shortcuts Your Team Needs Now

(Live Chat Shortcut Content Updated August 2020)

Canned Responses to Cut Down on Keystrokes

Agent response time is perhaps the most important contributor (or culprit) of live chat’s success (or failure), and every precious second counts! Shortcuts (a.k.a. canned responses) are an agent’s best friend, especially during high activity periods. Shortcuts reduce the amount of time your agents spend typing by allowing you to set up shorthand commands to populate common responses when chatting with visitors.

live chat shortcuts

Here are 15 helpful shortcuts that the SnapEngage team uses every day to cut down on keystrokes. Feel free to copy or adapt these for your own usage, and we hope these examples spawn some other useful shortcuts for your team!

Greetings:

It may sound simple and an unnecessary at first – how difficult is it to type “Hello”, right? But seconds add up to minutes and hours, so every opportunity to save time typing is one that should be embraced.

1. … “Hello there!”
2. morning … “Good morning!”
3. how … “How may I help you today?”

Support:

With incoming support inquiries, there’s typically a series of questions that must be asked in order to diagnose the issue, followed by leading the visitor to a solution, and then, when possible, asking for feedback. Why not streamline this process?

4. email … “Let me take a look into your account. What is your email address?”
5. guide … “I’d be happy to direct you to a guide that explains this in further detail. Mind if I change your screen?”
6. feedback … “Your opinion means everything to us, so please don’t hesitate to provide feedback about your experience! :-)”

Sales:

When using live chat as a sales tool, there can be a fine line between making yourself available to answer any questions your prospect might have and disruptively pushing your product on them. This is especially true with proactive chat, where visitors who may be unfamiliar with enterprise live chat technology could perceive your pop-up chat messages as intrusive. When visitors engage with those messages, it’s important to establish respect for their browsing experience and choose the appropriate times to interact.

7. okay … “Okay, great! Please take a look around and let me know if you have any questions or would like a quick tour of our live chat application.”
8. features … “Now let me show you an overview of our features…”
9. nonprofit … “We offer a 20% discount for education nonprofits and a 25% discount for all other nonprofits.

Language:

We service clients all around the globe and are lucky enough to have many languages represented by our SnapEngage team. While we have intelligent routing rules in place to match visitors with the appropriate members of our team, sometimes those agents may not be available. Hence, they get routed to somebody else on our team who may not speak the visitor’s language. This is where our language-specific shortcuts come in handy! (Note: we have these same shortcuts in several languages.)

10. esemail … “Nuestro agente quien habla español no esta disponible en este momento pero si me deja su email le responderá brevemente” (translation: “Our agent who speaks Spanish is not available at this time but if you leave your email we will respond shortly.”)
11. esenglishnow … “No hablo español pero le puedo ayudar en ingles si usted quiere. Pero si usted prefiere un agente que habla español por favor deje su email y le contactará brevemente.” (translation: “I do not speak Spanish but I can help in English if you want. But if you prefer an agent who speaks Spanish please leave your email and we will contact you shortly.”)
12. estransfer … “Yo no hablo Español, pero le puedo comunicar con un agente quien habla Español.” (translation: “I do not speak Spanish, but I can transfer you to an agent who speaks Spanish.”)

Miscellaneous:

And these are just a few that we threw in for fun…

13. transferreceived … “Just a moment, let me check your previous conversation with my colleague.”
14. closechat … “This chat will close automatically shortly, but please don’t hesitate to come back and chat again if you have any further questions! :-)”
15. yw … “You’re welcome. :)”

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HIPAA-Compliant Healthcare Lead Generation Tools

3 Easy Tools to Capture Patient Lead Data and Increase Healthcare Conversions

Forms can capture high-value healthcare leads, but in this era of attention scarcity, people generally dislike filling them out. If pages with forms turn visitors off, it could result in lost patient leads due to increased bounce rate. 

But what if you could engage with those prospective healthcare leads before they leave your website?

With Live Chat these two objectives are not mutually exclusive. Three easy tools allow you a second chance at conversion before losing valuable website traffic.

Offer the form but give visitors an opt-out and engage Live Chat

 

The Measurable Goal: Capture high-value data while increasing patients leads and patient lead conversion.
The Obstacle: How do you collect valuable data without losing traffic?
The Solution: Offer the form on your pages but give visitors the ability to opt-out. Then you can use a bot to drive visitors directly where they need to go, such as an agent.

 

On pages with forms, you have several options to present the opportunity to collect patient lead data as well as engaging those leads that don’t opt in. 

Choose your own adventure 

 

1. Give visitors the option when they come in with Guide Bot. Include a bot that initiates when the visitor lands on your page. The bot gives them two options:

 

  • Fill out the form for better routing, or
  • Skip the form and go to an agent.

2. Show the form first but give them an option later. When a visitor lands on your site, show the form first. If the form is not filled out, or a certain amount of time has passed, you can initiate the bot to give them the option to skip the form and chat directly with an agent.

3. Show the form first, if no action is taken and the visitor is about to leave the page, initiate the bot so they can skip the form with Engagement Saver.  This Proactive rule monitors a visitor’s cursor movement to trigger a Pop-up chat when your user is about to abandon the page.

Tools for Success Recap:

Asks a single question and lets the visitor choose from several options with Guide Bot.
Grab your visitor’s attention before they navigate away from your website with Engagement Saver
Create various rules to engage your visitors with Proactive Chat.

 

Don’t let web traffic slip through your hands without engaging your visitors. SnapEngage Live Chat presents you with an opportunity to create a new relationship with every single visitor to your site while meeting marketing objectives. 

You get the best of both worlds for prospective patient lead data capture and patient lead conversion when you can engage with your visitors. These are just a few of the tools SnapEngage offers to help you increase patient lead conversion. Let SnapEngage help you build your toolbox to grow your business.

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How to Prevent Customer Service Burnout

Updated 8-10-2020

Customer service leaders face demanding situations on a daily basis. Without the proper support and company culture, burnout can result. Fortunately, there are some simple measures that managers can take to help prevent burnout and retain top employees. Below is a look at some of the greatest challenges customer service agents face and five steps managers can take to keep customer support staff engaged and satisfied at work.

What are some of the top challenges facing the customer service industry?

“Global consulting firm Mercer’s 2016 U.S. Contact Center Survey results point to non-challenging work, lack of recognition, no career growth or development and inflexible working environment as key contributors to high turnover. Not surprisingly, the report found that turnover is highest among entry-level agents (27%)…”

 

– Susan Hash, Contact Center Pipeline

Working in the customer service arena can be challenging and overwhelming for online chat agents who also face a never-ending stream of calls, support requests, and service tickets. At the same time, life as a chat agent can be redundant, unfulfilling, and not challenging if proper preventative measures aren’t taken. Some problems may linger day after day and there is sometimes little recognition for a job well done. Here are three of the top challenges facing the customer service industry:

1) A high level of job dissatisfaction

Job satisfaction rates in the customer service arena are in need of improvement. There is no single reason for the high level of job dissatisfaction, making it challenging to develop a singular strategy to create a more palatable work environment for customer service employees. Here are just a few of the reasons why customer service agents are often dissatisfied with their jobs:

  • They deal with a steady stream of customers who are angry, frustrated, and sometimes verbally abusive
  • Balancing phone calls, online chat requests, and service tickets can become overwhelming, especially for new employees
  • They are often unable to take their regularly scheduled breaks or enjoy lunch because customer calls last longer than expected

2) Difficulty attracting top employees

Successfully handling customer service issues requires a combination of professionalism, resourcefulness, quick thinking, and time management skills. Unfortunately, the hourly rate of pay for customer service agents with 5-10 years of experience is just over $13 USD per hour. Wages for entry-level agents can be even lower, making it difficult to attract top prospects.

3) High employee turnover

Agent turnover remains the number one concern among managers of customer contact centers. The U.S. Contact Center Decision Makers’ Guide notes the 29 percent turnover rate among CSRs, highlighting a pronounced need to develop strategies to help retain employees – especially those who are models of excellence for their peers.

 

What are the symptoms of customer service burnout?

“Burnout is a state of emotional, physical, and mental exhaustion caused by excessive and prolonged stress. It occurs when you feel overwhelmed, emotionally drained, and unable to meet constant demands. As the stress continues, you begin to lose the interest and motivation that led you to take on a certain role in the first place.”

– Melinda Smith, M.A., Jeanne Segal, Ph.D., Lawrence Robinson, and Robert Segal, M.A.

When job demands become too overwhelming to a customer support agent, burnout can result. Burnout is a constellation of symptoms that generally fall into one of the following three categories: physical exhaustion, feelings of failure, and detachment. Customer service agents who experience burnout may present with the following signs:

 

  • Insomnia or sleep disturbances
  • A decline in productivity or attention to their jobs
  • Anxiety or changes in mood at work and at home
  • Cynicism, or feeling as if there is no point in trying at their jobs anymore

What can managers do to help prevent employee burnout?

Burnout is a serious issue that can decimate your customer service teams if it is not addressed. However, there are many ways to treat and even prevent burnout to promote a positive, healthy environment. Preventing burnout begins with awareness of the symptoms and the creation of a pleasant, supportive work culture. We’ve compiled five specific strategies managers can take to help prevent burnout among chat agents.

1) Hire agents who are resilient

Not every person is suited to be an effective customer service agent (and that’s ok!). Customer service work requires a specific personality and skillset. Make sure the employees you hire are aware of the challenges of working as a customer service agent up front. Strive to hire employees who display a knack for working with and communicating well with all kinds of people and who also have effective time management skills, a level-headed demeanor, and excellent investigation and problem-solving skills.

2) Create a work environment that is pleasant and inviting

Creating an inviting, positive work environment can help reduce stress and can make coming to work more enjoyable. Here are some ways that you can create an inviting workspace for employees:

  • Allow employees to personalize their workspaces for a more welcoming office feel
  • Give employees a choice of a standard desk or a standup/adjustable desktop
  • Always make sure agents have the supplies and tools they need to complete their jobs
  • Display a leaderboard in your lobby or breakroom that recognizes top performers for the month

3) Involve agents in the decision-making process

Involving support agents in meetings and decisions helps them to feel valued and can help minimize cynicism. It’s important for agents to feel like their opinion matters and that it will be taken into consideration (even if individual employees does not have full control over the outcomes of certain high-level decisions). Even more importantly, feedback from front-line agents can be instrumental in finding effective solutions to prevent and minimize burnout.

4) Provide easy access to EAPs and other support services

Make sure all employees are aware of the signs of burnout and some strategies they can take to prevent burnout. Nearly 80 percent of companies offer an Employee Assistance Plan (EAP), which offers services to employees who are struggling with symptoms of burnout or other job-related problems. If your company offers an EAP, work with your HR team to make sure this is covered during the employee onboarding process and periodically during the year.

5) Make sure supervisors are available to assist with challenging situations 

Supervisors play a key role in helping to minimize stress among customer support agents. Make sure agents always have access to a supervisor who can intervene if a customer’s behavior becomes inappropriate or abusive. Sometimes, the best thing to do is to remove an agent from the challenging situation and let someone else take over to minimize the impact. It’s also extremely important to make sure that both individual contributors and their managers have access to specific training on techniques to handle demanding situations with grace.

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Five reasons why chatbots should be part of your frontline strategy

Teams are constantly being asked to do more with less. For many smaller companies, the same people often cover sales, customer service, and billing.

Chat was supposed to relieve some of this pressure since, as a channel, chat is more efficient than phone calls and emails. However, staffing live chat full-time can be challenging.

Many companies invested in a chat solution in order to better support clients and capture more leads. But how they manage chat can spell the difference between exceptional and terrible customer experiences. Why? Customers expect immediacy and expertise when it comes to chat. They will wait less than 1 minute too hear back after sending a chat and their threshold for dead end loops is low.

Even companies with dedicated, full-time chat teams are hard-pressed to support every single request. Unifying human resources with chatbots in the right way is a match made in Client Experience (CX) heaven.  

An intelligent mix of chatbots and humans is the key

Achieving a perfect record of zero missed conversations is a sizable goal. While most teams either try to staff chat with sales and support teams, others rely too heavily on costly AI solutions. Keep in mind that customers want to use live chat. Quality, live conversations are the goal for clients and businesses alike.

SnapEngage found that 11% of all conversations are missed or do not happen in real-time. This is the equivalent to a customer calling and emailing, but never hearing back. Missing over 10% of conversations means loss of sales, decreased customer satisfaction and negative brand recognition.

That’s where chatbots come in. As a first line of defense, chatbots guarantee responses. Unlike human agents who need coffee breaks, bots work tirelessly and can answer unlimited site visitor requests. The best companies are setting up chatbots for the most repetitive tasks, while routing to human agents when needed.

A healthy combination of chatbots and humans provide a seamless and valuable customer experience. If set up properly, bots can be trusted to handle interactions, even when human availability is limited. All interactions deserve a response. Here are five reasons why chatbots should be part of your frontline strategy.

1. Chatbots as automated assistants

  • Bots can ask predefined questions to uncover customer needs. Bots can then route conversations to the appropriate team member, department, or offline option (like an email address, CRM, or Help Desk)

2. More valuable conversations, more often

  • Breaks for humans is a good thing. Breaks for bots are unnecessary. Not only do bots provide unlimited support, but they are not limited to 1-2 conversations at a time. While humans can focus on only a few conversations at a time, bots can manage unlimited chats. They can then send the higher value conversations to a live human agent.

3. Answers to frequently asked questions

  • As many as 80% of customer questions are repetitive, quick and frequently asked questions. 
  • 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real time.
  • Consider how invaluable instant interactions are. Is the best solution a radical increase in headcount in customer-facing departments, or the deployment of uchatbots and other AI-powered technology?

4. Guides to the best next step

  • Having multiple communication channels doesn’t have to mean scattered conversations. Just as humans track client journeys, so can skilled chatbots. The best chatbots can track conversations across channels (like Twitter and Facebook)
  • Well-configured chatbots are always prepared for the next step, whether the visitor needs routing to a live human with a specific skill set, a prospect is ready for a product demonstration, or a technical action needs to trigger (like a password reset). 
  • Integrations are key. The best chatbots can send additional questions (along with the chat transcript) to a Help Desk or CRM for follow-up.
  • Chatbots that learn from conversations will always have an edge. Where are clients getting stuck? Perhaps some documentation is unclear or missing. The top chatbots uncover these insights.

5. No downtime

  • Customer expectations have changed. Customers already expect to have products or services available at all times. That same expectation is now manifesting in client engagement. Instant interactions mixed with exceptional customer service is the new way to win at client success.
  • Real-time responses are the new normal. As business leaders try to understand their customers and provide instant answers, they must have a strategy for staffing chat.
  • Chatbots provide a constant, valuable and inexpensive way to automate certain tasks so that your human talent can focus on more complex issues and opportunities.

Use chatbots to retain and grow

If done right, chatbots build powerful experiences that help customers stay connected to brands. Supercharge retention and expansion efforts by providing flexible, customizable chatbot solutions.

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Guide Bot: How to Increase Sales With Chatbots

Qualify leads without human capital or pesky web forms

Chatbots take care of an age old problem, web forms. Web forms quickly go from a lead-generating tool to a barrier of entry.

SnapEngage’s chatbot solutions can help. A customizable Guide Bot guides prospects through the sales funnel and works to pre-qualify (or disqualify) leads. 

Best of all, the end result is up to you. Guide Bot conversations can be sent to your CRM or helpdesk, to the correct human chat agent, to a page, or even to another bot. Options are endless. 

Sales teams can focus on higher-quality leads, minimizing repetitive human interactions. Reduce operational costs and increase the quality of communication while building up the sales pipeline.

Chain together dialog trees

How many questions does it take to qualify a lead? A lot. Many questions open up different topics that a salesperson can easily pivot to. Now, the Guide Bot can too. Chain together up to 100 logical steps to create complex dialog trees. 

Create highly-sophisticated, multi-step bots within minutes. Not all prospect conversations are the same. Bot conversations shouldn’t be, either. The Guide Bot opens up the realm of flexibility, allowing leads to drive the conversation. You provide the choices, prospects do the rest. 

Create a Guide Bot in minutes, no coding experience required 

This is not a drill. The Guide Bot can be designed without using developer resources or brushing up on code 101. 

See the Guide Bot come to life with in-app testing. Tweak messaging quickly and further customize the dialog trees by adding routing rules.

Test the Guide Bot without adding payment information. Create bot “rough drafts” to prepare for a future launch. Pay only when the bot is set up to support your unique use case and you’re ready to go live

Keep tabs on the bot. If you see a link in the Guide Bot chain isn’t functioning correctly, easily test and remedy the issues.

Customize messaging

Take customization a step further. Dynamically inject content into bot messages that add further personalization. For example: 

  • “I see you’re interested in [item in cart]. I can help you check out!”
  • Hi there, [first name], welcome back!”
  • Your account expires on [expiry date]. I can help you extend so that you don’t lose service.”

Bots can get a bad reputation for being, well, too robotish. Adding tokens of personalization allows bots to remain automated while delivering individualized solutions.

Route conversations to the most qualified sales team member

The Guide Bot has done its job, the prospect is pre-qualified. It’s time to handoff the qualified lead to a sales rep. Not any sales rep, but the right sales rep. Trigger the Guide Bot to display calendar links for visitors to schedule a demo or call directly from the chat window. Save your agents time while standardizing data that passes through bot conversations. 

Generate automated workflows to your CRM or helpdesk to further reduce agent clicks. Follow-up quickly with pertinent information and create personalized experiences for prospects.

Route Chat Conversations Using GuideBot

Be helpful without seeming like a pesky salesperson 

Allow prospects and customers to self-service. Chatbots can work to understand visitor intent and attempt to provide a solution. Prospects in the research phase must be allowed to search for help without being bombarded by bots or humans. A negative first experience can lead to site abandonment and can even foster a lack of trust moving forward. 

Rather than using the full force of sales resources, create a positive environment with self-service chatbots. We solve this with our Answer bot. A chatbot that is simple to deploy, provides helpful resources, stores conversations, and can take appropriate action is unparalleled.

Create the most personalized chatbot interactions possible 

Truly customize chatbot conversations to each client’s needs. Your customers are all different, shouldn’t you treat them as such? Custom chatbots are the most flexible, powerful ways to integrate bot functionality into your digital customer engagement strategy. 

At SnapEngage, we have the Custom Bot API. Because sometimes, out of the box doesn’t cut it. 

Go beyond answering common questions and integrate custom bots into your overall business to take your engagement and support strategy to the next level. 

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3 Patient Engagement Tools to Boost Your Bottom Line

Patient Engagement Tools Drive Revenue from Your Existing Patient Base

Turn customer care into sales by educating your existing patients about your full range of products and services. When you engage with patients more often, you not only increase their loyalty, but also open up opportunities to uncover and resolve additional pain points. And it’s surprisingly simple with the right patient engagement tools.

Existing patients might not be aware of all that you have to offer. It’s up to you to guide them. As existing patients surf your site for one service (e.g. types of insurance you take), suggest an additional, helpful product offering — like a complimentary session with an in-house Physical Therapist. Because you’re offering additional value, patients are more likely to respond.

Educate patients about your services and ask them for feedback

 

Measurable Goal:

Engage with existing patients more often to drive revenue from your existing patient base.

How:

Introduce your existing patients to your products and services anytime they visit your site with patient engagement tools.

Outcome: 

Expand product sales to existing patients and provide a more robust patient experience.

Patient Tools Quickstarter Toolkit

  1. Reinforce patient support with Info Capture Bot to enhance your ability to engage with site traffic at all hours. When team members are online, they’ll continue having conversations as usual. When they are offline, the Info Capture Bot will be the front line of defense. You can now boast 24/7 support. 
  2. Seamlessly introduce existing patients to additional services with the chat transfer command. You can enable agents to transfer chats to any department. Because no chat conversation data is lost upon transfer, the receiving agent can pick up right where the previous agent stopped. 
  3. Stay on top of your game with Post-Chat Surveys. You want to know how you’re doing so that you can improve. Surveys offer you learning opportunities to delight patients even more the next time they visit.

3 Patient engagement tools for success recap:

 

Supplement patient support 24/7/365 with Info Capture Bot. Scale your ability to support traffic, without scaling your support costs.

Make sure the right team can always have the right conversation with the hyper-flexible chat transfer command.

Gather valuable information about your performance with Post-Chat Surveys.

Patient engagement tools help you create systems for enhancing customer value 

Use design thinking methods to build customer loyalty by organizing your business around patient needs. Growth isn’t just measured by new patient acquisition. Look to your existing patient base to drive revenue and foster customer value with a few versatile tools from SnapEngage.

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