Guide Bot Improvements and Automation Examples to Try in 2021

Guide Bot improvements

Our biggest goal of 2020 was streamlining communication through automation and chatbots. In doing so, we released a completely new suite of chatbots, including Answer Bot for frequently-asked-questions, Guide Bot for routing, and the Chatbot API for custom solutions.

Now, it’s time to make our chatbots even better.

 

Guide Bot improvements are officially here!

Have you noticed that chatbots can appear to have only a few use cases? We have. A chatbot with only one function is hardly worth spending your entire budget on. Chatbots should be customizable enough to fit your organization, not a cookie-cutter copy of everyone else.

For that reason, we’ve adopted a top-level mindset on what chatbots should accomplish to drive revenue, growth, and retention.

  • Reduce time to interaction
  • Reduce time to resolution
  • Reduce time to revenue

Why now?

A good automation experience helps both the visitor and organization. Executing on business goals doesn’t have to be as granular as, “Route more chats to my sales team”. Rather, business goals tend to be more high-level and tied to revenue-generating activities.

As we learned in our 2021 State of Chat Report, the top measure of success across all industries in Customer Satisfaction (CSAT). CSAT is so powerful because it can be measured across multiple channels and is useful for teams of all sizes.

Companies who can reduce their time to first interaction with customers and solve problems quickly will grow their revenue that much faster.

Top measures of success by company size

 

Reduce time to interaction

Prospects and clients today are more informed than ever before. They’ve done their research and may only reach out with a quick question that they can’t self-find an answer to.

Prospects today also have more options than ever. A quick response to a high-intent prospect can be the difference between gaining their business and never getting their contact information.

The quicker you can reach web traffic, the better. Chat continues to have the fastest response times across channels, including stacked against phone and email support.

SnapEngage chatbots have an average response time of 1 second over hundreds and hundreds of conversations. Trigger a chatbot to fire at just the right time for maximum responses from qualified prospects.

“As we developed a virtual platform this year, SnapEngage proved to be a powerful tool and allowed us to answer live chat questions seamlessly for over 15,000 attendees from countries all over the world.”

Jane Jesudoss

Manager of Registration Services, The American Academy of Pediatrics

Reduce time to resolution

Time to resolution is a customer service and success metric used to measure the time between when a customer interaction (or ticket) is created vs. when the interaction is resolved.

Time is perhaps the most valuable currency. You value it, as do your customers. A customer will be more satisfied with an answer to their question today rather than the same answer three days from now.

Responsiveness and effectiveness is directly correlated to improved customer satisfaction and loyalty. A shortened time to resolution can be easily accomplished by deploying task-centric chatbots and automation tools.

Quickly identify the issue and either solve the question during the conversation (either with a chatbot or human), or flow all relevant information into a ticketing system.

New use cases and automation examples to try in 2021

As we’ve mentioned, chatbots are customizable and not exclusive to the list below. However, we highlighted here our newest Guide Bot enhancements to take your automation strategies to the next level.

If you have a specific use case you don’t see or would like to discuss your strategies further, schedule a complimentary chatbot strategy session with us today.

Custom surveys and feedback

Create and execute simple or complex surveys without using human bandwidth. Fire surveys when you want to gather only the information you need. Use survey information to close the feedback loop. Responsiveness to client questions isn’t the only way to drive customer satisfaction.

Survey responses are now more actionable. Reach out high and low survey responses alike to see a well-rounded look at how your team is performing.

Use case 1: A chat ends with a human (or other bot!) and the visitor is immediately transferred to your very own “Survey Bot”. You choose the questions and length to fit into your CSAT goals.

Use case 2: Create proactive chat rules to fire different surveys for different events, locations, and more.

Use case 3: Start a survey after every purchase. Clients can provide immediate feedback in an interactive way, because no one likes forms.

Custom Survey Bot

Offline answering

A chatbot solely used to capture information is becoming obsolete. It’s become a fancy form-fill, which again, no one likes.

The key to using the new Guide Bot for offline answering is customization and configurability.

Communicate that you are offline and give visitors actionable options. You aren’t gathering an email address to spam them, after all.

Use case 1: Give clients the option to submit a ticket, search for help on their own, or leave a message. Whatever options you choose to display, clients know where they stand and what to expect from you.

Use case 2: Configure the Guide Bot to collect exactly what you need to take the quickest action. For instance, collect name, email, and type of problem. Bonus: gather this information in any language!

Use case 3: You’ve asked the client for information, now what? The Guide Bot can use Labels that are based on the responses to help automate your downstream workflows. Labels are easy to view in analytics so you can track what kinds of messages are left most often.

Labels Report sample

Gather required information

How often do you go into a conversation cold, knowing nothing about the person you’re talking to? It can take awhile to break the ice. Use automation to gather information before a chat even starts.

Sound like a form? It’s much better. While forms are proven to decrease engagement, chatbots can gather information conversationally. Gather name, email, and whatever is important to you before handing the chat over to a live agent.

Today’s smart chatbots can save up to 30% in customer support costs alone. When over 21% of companies plan to use chatbots only to handle off-hours requests, conversational bots are the best way to stand out.

Go further, and gather information specific to your business; for example, product serial number or version history.

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%

customer support savings from smart chatbots

%

companies planning to use chatbots for off-hours requests

%

of clients plan to build custom SnapEngage integrations in 2021

Sales qualification and lead capture

Guide Bot has historically been used to ask questions and route visitors accordingly. We’ve added improvements!

There is a new range of question and answer types that give you even more powerful ways to qualify sales inquiries. Of course you can use multiple-choice questions, but now you can ask visitors to provide free-form answers as well.

Use case 1: Ask for an email address and allow the visitor to type it in.

Use case 2: Ask a client to detail their exact question rather than select from a pre-made list.

Use case 3: Allow prospects to include days and times they are available for a call.

Deliver this information directly to your team to build powerful, automated workflows.

We’re excited about these updates and opportunities it brings to our customer base. Stay tuned for more updates in 2021, we’re only getting started!

 

Quickly Scale Your Global Reach With Live Chat

If your business has an online presence, the entire world is available to you for prospecting. The challenge: how do you reach and respond to international audiences without ballooning your marketing, sales and support costs?

You don’t need a pricey location strategy to reach more prospects and customers. As it turns out, live chat software can provide a quick way to support international channels.

There are right ways and many wrong ways to scale globally. One basic element of culture is language.

If you try to market your product to international B2B or B2C customers without researching, you are asking for trouble. Just ask Electrolux, KFC, Ford, BMW, and Nike. On occasion, even these giant brands have miscalculated cultural aspects when marketing to foreign audiences. They found themselves lost in translation by creating “inappropriate” connotations or even inviting consumers to eat their own fingers!

 

E-commerce and conversational commerce
 

Long gone are the days when global reach was limited to large multinational organizations. Rapid technological advances have changed the way we communicate and consume. These advances, including automation, helped remove geographical and cultural barriers that previously kept brands from broadening their reach.

Today e-commerce pairs well with conversational technology tools such as live chat, allowing smaller businesses to market and sell their products globally.

Conversational commerce in particular is taking e-commerce to the next level. E-commerce is at the forefront of web chat, messaging or other natural language interfaces like speech recognition, chatbots and AI.

Conversational commerce technologies can be used to build reliable platforms for online shopping. If used properly, these platforms can drive exceptional experiences at every stage of the customer journey.

 

Beyond web chat


The widespread use of mobile devices and the increasing popularity of messaging services like Facebook Messenger, is driving the growth of conversational e-commerce. Century long consumer habits are shifting from voice and email to live chat, including those industries with “late adopter” audiences.

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%

of consumers will make a purchase if they can get information in their own language

%

of consumers say that native language information is as important as price

%

of internet users do not natively speak English

As early as 2018 automotive customers in Germany showed that they were more than ready for online sales. 75% of them would book a test drive appointment online and 66% are willing to buy a car online.

Any car dealership in Germany – and everywhere in the world- should be enriching their online customer experience with conversational e-commerce elements like webs chat and chatbots.

 

How language impacts conversational commerce


If I’m selling to you, I speak your language; if I’m buying dann müssen Sie Deutsch sprechen” [then you must speak German] is what Willy Brandt said once. In fewer words; “If I cannot read about it, I will not buy it!!”

Studies indicate that more than 70% of consumers are more likely to buy a product when they get information in their own language. For more than 50% of consumers, information in their native language can be more important than price. Most will never purchase a product in foreign languages.

Sales, client satisfaction, and client retention are all influenced by language, because these roles are relationship and conversation focused. Many businesses in the Software as a Service (SaaS) industry have lost clients due to lack of multilingual support.

With multilingual customer service, you can:

  • Target a much wider market
  • Increase sales and brand loyalty
  • Reduce churn and increase trust

Native English speakers account for approximately 26% of internet users! At the same time, even in the U.S., the percentage of households that speak a language other than English can range from 2.5% to 35% depending on the State you are in.

Translation technology

Staffing a strong, multilingual customer service team is not an easy task and can be very costly. International multilingual contact centers (BPO) can attest to this. Businesses choose to either handle chats and customer requests internally or outsource communications. Both in-house and outsourced chat communication teams should start using translation technologies.

The global translation industry has grown during both the last economic recession and during the Covid-19 pandemic. The machine translation market is projected to grow more than 15% from 2020 to 2026.

Machine translation capabilities are improving day by day, reaching accuracy levels that were unimaginable a few years ago. As an international company, SnapEngage identified the trend and need for a translation tool, leading to the release of the Auto-Translate tool.

 

SnapEngage auto-translate

Machine auto-translation has reached great levels of accuracy, but it is not perfect yet. That is why auto-translation is not always a best option unless human interaction is involved; like in the case of live chat.

The SnapEngage auto-translate tool sets the correct expectations as it makes it clear that there is auto-translation involved. Users on both ends (consumer and live chat agent) can see both the original message (untranslated) and the translated messages, providing a transparent and effortless experience for both parties.

 

 

Language is just the starting point


Doing business across the globe entails more than just language. Economical, environmental, social, political and legal factors come into play. Online data protection and privacy are increasingly recognized. 66% of countries worldwide already have legislation in place regarding e-transaction laws, cybercrime and online consumer protection.

66% of countries worldwide already have legislation in place regarding e-transaction laws, cybercrime and online consumer protection.

If you are doing business online, you can’t afford to ignore data privacy and security. As your live chat and technology partner, SnapEngage offers a long list of security related features that enable you to meet geographical legal requirements.

SnapEngage was the first live chat provider to offer HIPAA compliance. In addition, even before GDPR, SnapEngage aligned with necessary EU-USA security frameworks. SnapEngage has been committed to GDPR compliance since day one, continuously monitoring privacy laws that might affect the global client base.

No matter where you do business, SnapEngage will provide you with the necessary tools.

 

International servers

Another important element in global data privacy regulations is the location of stored data. GDPR, for example, restricts the transfer of data to countries outside the European Economic Area (EEA). The Australian Privacy Principles (APP) might require that Australian businesses disclose what information is being sent outside Australia.

To accommodate for this, SnapEngage has separate server infrastructure both in the USA and the EU. New and existing clients can choose where to house their account (and data); USA or European servers.

 

Private instance

Further, some companies have strict security policies requiring all cloud services to be hosted on private, unshared cloud hosting area. SnapEngage accommodates this request with a Private Instance option. This option enables hosting capabilities in the client’s location of choice.

SnapEngage currently offers private hosting locations in the USA, Canada, the UK, multiple EEA countries like Belgium and multiple Asia Pacific countries like Japan, Hong Kong and Australia.

 

Translation and security go hand-in-hand

The international market is now open to any online business. In order to do global business well, a strong security and translation strategy needs to be in place.

When searching for a conversational technology tool, be sure to ask and understand their policies for operating in different countries and regions. Strong security measures builds trust from a diverse client base and gives you peace of mind as a business owner.

Conversations bring us together. Quality and engaging rapport can be the difference between a satisfied client and a client at risk of churning. Have more connected, meaningful, multilingual conversations with auto-translate. Take the guesswork out of chat and get rid of browser copy and pasting.

These tools will help ensure a successful international launch.

Ready to take your international presence to the next level? Schedule a complimentary one-one strategy session with an expert today.

3 Reasons To Seek A Hybrid Customer Experience

Updates and additions aimed at improving a product, service, or process better seem to have a knack for missing the mark. Think about how each “upgrade” to your favorite social media platform or new feature included in one of your team’s critically important software systems at work inevitably leads to some backlash.

While product developers and owners have traditionally taken much of the brunt, similar blowback has begun reaching customer-facing teams in marketing and sales departments who’ve tried to “fix” the customer experience with technology.

Companies have invested significant time, money, and energy into building high-touch digital buying experience with automation technologies designed to create more “personalized” connections.

Systems built with AI-powered chatbots and other virtual support tools enable enterprises to reach more customers, over more channels, to answer more inquiries — all at significantly lower costs than doing so with all-human teams. Consumers also benefit by having instant, 24/7 access to helpful resources and occasionally also enjoy some cost savings being passed onto them.

But is the era of all-digital-all-the-time really the best way for enterprises with various business units that serve a variety of markets and audiences to remain competitive and gain a strategic advantage?

In a word: No.

 

The pendulum swung too far 


All-digital experiences, while convenient and efficient, aren’t all rainbows and roses. Even though more than half of consumers now use messaging apps and bots to communicate with a brand or vendor, many are realizing that the digital-only buying process isn’t all it’s cracked up to be.

85% of global consumers still prefer to interact with a human agent than virtual assistant.

Recent research suggests that more than 85% of global consumers still prefer to interact with a human agent than a chatbot or virtual assistant.

Providing only digital interactions means your business may miss out on connecting with a significant portion of your customers or prospective customers who value humanity over technology. This can translate to lost revenue opportunities and, paradoxically, increased customer churn.

Delivering a digital-only platform can lead some customers (particularly older generations) to become frustrated with their experience or feel overwhelmed by the sheer volume of information and choices available to them. In the end, any less-than-desirable customer experience can have a dramatic impact on sales and, importantly, customer loyalty.

 

Machine AND human, machine or human


Organizations seeking to maximize growth opportunities while delivering the personalized experiences required to keep their existing customers happy shouldn’t view their options as digital experiences vs. non-digital ones or having to choose one or the other.

Instead, they should aim to strike a balance between their affinity for efficiency and the “cool factor” of being a digitally-enabled business with the time-tested authenticity of the human touch.

In most cases, that means eschewing the allure of expensive, all-encompassing, and hard-to-maintain AI-powered platforms in favor of more cost-effective and simpler smart bots and custom automation that guide customers and prospects directly to the human agent who can help them.

This intermediate approach not only helps to spare a company’s increasingly limited financial and human resources without sacrificing efficiency or the customer experience, but provides customers with varying levels of interactions and information to satisfy most any need.

Like AI chatbots, smart bots can be easily configured to answer common questions and execute routine tasks like resetting passwords or adding or dropping a service. But the custom automation component is the real differentiator.

Smart bots provide a conversational way to:

  • Understand customer intent
  • Automatically route them to the right human agents to get help for more complex issues
  • Transfer to the appropriate team when there’s an up-sell opportunity for bringing additional value to the relationship (for both the customer and the business)

The 3 reasons you can’t eliminate live chat from your customer experience


If you’ve wondered how your business can stand out from competitors and deliver a superior customer experience that boosts sales, satisfaction, and long-term customer loyalty, here are three essential reasons your company should combine smart bots and custom automation with your existing live chat operations should offer human engagement to your customers regardless of your current digital support environment.

  1. Validation
  2. Offer an empathetic ear
  3. Let them vent

1. Validation

Sometimes, all people want is someone to confirm that they’re making a sensible purchase decision or that they aren’t asking a silly question. Whether it’s an affirmation that the insurance plan selected is adequate for a safety-focused, growing family or a verbal checklist confirming a software meets all your business needs, humans are happy when someone validates our concerns and reassures us that we’re making a wise decision—staving off the much-despised buyer’s remorse.

 

2. Offer an empathetic ear

Few things make customers feel appreciated and valued like giving them undivided attention. Customers want your attention, not that of a machine or automated response software, particularly because AI and machine learning-driven platforms haven’t evolved yet to master the art of empathy.

Humans can relate to your customers’ personal experiences in ways that software programs cannot. Unsurprisingly, something as simple as acknowledging frustration with a product or sharing a similar personal anecdote makes your brand more relatable and provides customers with an emotional gratification that make them feel their concerns.

Try as it might, your chatbot probably isn’t yet capable of emotional intelligence, judgment and wisdom, creativity, humor and warmth instinctive to humans and developed with time and experience. And your customers will notice.

 

3. Let them vent

One of the most gratifying feelings as a customer—as a human being—is having an outlet for venting our anxieties, frustrations, or general discontent to someone sensitive and understanding.

Despite your best efforts to make the perfect product or deliver the perfect service, your customers will still want an outlet or human engagement, someone with whom they can express and dispel their worries when the time comes.

It could be something as simple as a half-hearted complaint about an excessive sign up process. It might be a more complex topic like a particularly challenging software configuration that’s stumped most of their IT department. Chances are they’ve already exhausted most of their options for getting an answer and are in search of additional direction.

Regardless of the reason, if they’re frustrated about your product or service, or they’re just not quite sure which one they should buy, they need an outlet to vent this frustration. A human outlet that will listen and resolve their issue personally delivers an experience and value that no amount of automation or machine intelligence can provide.

 

Start strategizing


In the age of AI and automated everything, adding a human touch to your customer experiences can help significantly elevate the customer experience without consuming your entire budget. In addition to providing a convenient, accessible channel for direct personalized engagement, live chat platforms paired with custom automation helps route customer conversations to the right team or agent for an immediate response and be deeply analyzed for patterns, trends, or other clues that can help an organization strategically improve its front-line customer engagement experiences to be more competitive, approachable, and trustworthy.

Download “Complex Times Call for Simple Measures” to learn more about using bots, automation, and live chat solutions to create a hybrid customer experience that makes your brand more relatable to customers.

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Expanding Into New Business With Chat

For early-stage SaaS startups, a well-calculated growth strategy is critical. One tried-and-true plan to turn existing customers into larger, more meaningful accounts is “land and expand”. 

The land and expand approach helps break the barriers to entry that prevent small SaaS companies from competing. The success of this magic strategy, however, rests solely on establishing and deepening your relationship with the key accounts. This is where our automated chat application comes into play. 

In this article, we’ll discuss how SnapEngage can help you gain a foothold and expand footprints to additional departments after landing a customer(s) with a small deal. 

But first, let’s define the ‘land and expand’ approach.

What is a land and expand strategy? 


Land and expand business strategy starts when a SaaS vendor lands a small deal within a company. From there, they cultivate a healthy relationship (with the existing account) founded on trust and exemplary services, in order to conquer opportunities within departments. Ultimately, the goal is to earn bigger deals with the company, as a whole.

In a nutshell, to land and expand SaaS you should follow three broad steps:

  1. Land a small deal with a customer in a target organization.
  2. Provide better services to build trust and deepen relationships.
  3. Expand by exploring more business opportunities with the organization.  

Let’s say you own a To-Do list SaaS startup and are looking to make it in this competitive niche. On the first sales attempt, a content manager in a reputable content marketing agency agrees to give the free plan a try. This is an anchor for more business with the agency, and our chat application can help maximize the opportunity. 

Let’s find out how.

How does SnapEngage aid implementation of this strategy? 


Streamline customer services


Now your first key account is under the free plan, which is a great starting point. Next you should endeavor to build trust — an indispensable building block for the success of the strategy. 

Users love software solutions that are easy-to-use yet powerful and reliable. So, when the users first sign up, it’s on you to make their customer journey as smooth and seamless as possible. Using SnapEngage’s Answer Bot you can become a resource to the users.

Answer Bot allows you to respond to all questions related to the installation or usage of your To-Do list software. The chatbot can pull relevant articles from a knowledge base and put them in front of the user or refer them to a human agent if the problem is complex. It holds the user’s hand from sign-up, and through onboarding and usage. 

Delivering exceptional service right off the bat helps build trust. If the first content manager trusts you as a quality SaaS provider, they will feel comfortable referring you to other managers in the agency. With an introduction from the current user, you can begin to make high-level connections to expand the product use within the organization.

 

Gather relevant client data


It’s highly likely that before trying your SaaS product, the manager tried other To-Do list apps. Maybe the other solutions were unreliable, overpriced, or even overkill for their tasks. All the manager is really looking for is a solution that will offer vital features at the right price. 

So, does your product fit the bill? To assist in finding out, SnapEngage enables you to gather vital data to understand the customer better and consequently deliver services that sway them to your side. 

It provides tools to understand the user’s intentions by analyzing their browsing actions. Let’s say, for instance, the content manager is constantly visiting the help page on your website. You can see which features they are frequently seeking help with or which aspect of your solution is troubling them most (based on which articles are frequently opened). 

Using these insights, you can improve your product offering or present content that helps solve their most pressing needs. When you help the first contact with their needs, you’ll also become acquainted with other departments of the Agency. You’ll learn various key things such as other potential users you can target, broader use cases of your SaaS solution, and the business impact of the software in the Agency.

At this point, you can comfortably list all potential buyers within the organization and their areas of interest. From there, put together a visual map outlining all departments you deem as most profitable to pursue.

 

Extend the lifetime of marketing messages


Let’s say you’ve convinced all the managers in the content agency to try your new To-Do list software. Your user base within the agency has grown significantly, but most of them are still on the free plan. Now’s the time to start building your monthly recurring revenue (MRR) and SnapEngage proactive chat can be of great help.

You can configure a proactive chat message to fire when a customer spends more than 15 seconds on the help page. The idea is to offer instant support and also communicate value with a marketing message to offer the benefits of a paid plan.

One of the best features of the proactive chat is that you can configure it to target users who have previously visited the help page. Once the user responds, it’s a good opportunity to engage them and understand the problem they are facing. As part of the solution to the issue, suggest a feature in the premium plan.

For example, if a user has a problem keeping up with recurring deadlines, use this opportunity to suggest Reminders (one of the features in a paid plan) as the solution.

Enhance your business growth strategy with SnapEngage


There’s no doubt that SnapEngage can help streamline your land and expand strategy. Digital conversation tools can help you persistently seek deep connections with the decision-makers in target organizations. SnapEngage helps transform your SaaS solution from a product that a few employees like, to software that the entire organization adores and stands behind. 

Our free trial gives you the opportunity to try the chatbots and other features first hand. Don’t wait any longer. Join other early-stage SaaS businesses that are using our digital conversation technology to grow their companies.

To learn how your enterprise can rethink growth and improve the customer experience, download the eBook.

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How To Plan For Customer-Focused Digital Transformation

Given the rapidly evolving nature of customer demands and expectations, it’s no wonder that the drive to adopt digital solutions is only accelerating, and many enterprises are eager to get in on the action.

Around the globe, enterprises in every industry have seen the proverbial light: digital tools can save costs, increase efficiency, fuel growth, and create a more competitive position. When used to improve the customer experience, digital tools can increase customer satisfaction rates by 20-30% and revenue by as much as 50%.

Digital tools can increase customer satisfaction rates by 20-30% and revenue by as much as 50%.

But there’s an unfortunate downside to digital transformation that isn’t always well understood. When enterprises embark on digital initiatives, enthusiasm for the end result can often cloud the reality of the process itself. And when an initiative fails to deliver, it’s largely due to poor planning.

So how do you commit to improving the digital customer experience without crashing and burning along the way? To begin with, start by rethinking how to conduct the initiative. By taking a phased approach, you can make incremental changes that respond to business needs without overwhelming your internal teams or customers.

Read on to learn about the importance of planning for your digital initiative and some simple steps you can take.

 

The importance of smart, achievable planning 


Enterprises are already well-schooled in planning. From setting yearly revenue goals to hiring talent to adjusting for periods of slower growth, you know the value of methodically planning for every need, variable, and contingency.

In theory, digital initiatives shouldn’t be any different. Yet as many as 70% of companies are unable to complete a large-scale digital transformation program, mainly because they bite off more than they can chew — and end up choking.

The assumption is that a full-scale initiative is the only way to achieve expected results. But going from zero to 100 with high-powered tools like artificial intelligence (AI) and machine learning can unduly disrupt everyday processes and overburden internal teams tasked with managing the new tools. Even worse, if there are any deviations, however minor, in customer expectations, it can actually drive customers away and defeat the whole purpose.

There’s a smarter, simpler way to take on a digital initiative that allows you to improve customer experiences and build upon your successes — without hurting your staff or customers in the process. Here’s how you can plan your digital transformation effectively:

1. Take it one problem at a time

Survey your business to find out what needs to change to improve the customer experience. You can start by asking these types of questions:

  • Is your business performing well enough for customers?
  • Are you able to respond effectively to customer needs?
  • What’s the quality of your customer interactions?
  • Do you have a consistent message you’re delivering to customers?
  • How is your business faring compared to your competitors?

If any of the answers reveal gaps, challenges, or areas where your organization isn’t measuring up, then you know what to solve first and can adopt specific technologies designed to help.

2. Choose technologies that put the customer at the center


Based on the answers you gain, implement customer engagement tools that will enhance the customer experience right away, whether it’s speeding up response times, providing higher-quality interactions, or any other goal. 

For example, automated, customizable smart bots that integrate with existing live chat platforms and require little to no special skills to manage can increase the quality and volume of initial customer triage by:

  • Answering common questions or giving simple instructions
  • Helping customers navigate a website
  • Determining if a customer is ready to buy and sending them over to a sales agent
  • Deciphering customer needs before advancing to a human support agent who can provide more in-depth information or help

Whatever your business problem(s), easily configurable chatbot technology can enable a way forward and achieve measurable outcomes, without majorly disrupting your current systems, teams, and processes.

3. Refine your strategy over time


Using the same automation and chat technologies, you can continue to refine your strategy over time. For example, you may want to conduct
advanced data analysis to help you make further process or operational improvements. Your bots can gather data from every customer interaction that can be used to understand use cases, discover unmet customer needs, or reveal opportunities for innovation, to name a few.

Automation and chat technology gives you much-needed insight as you go so that you can respond quickly when necessary or with longer-term goals in mind. With each new insight, you can layer in and customize additional bots or automated workflows as needed.


 

Create greater digital sustainability 

 

Planning your digital initiative is a smart way to achieve greater digital sustainability. Instead of burning your budget and burning out your team on a large-scale project, your organization can achieve transformation sensibly, in phases, rather than all at once — steadily moving your company closer to full digital transformation over time.

Proper planning allows you to:

  • Start with simple-but-smart, targeted technology to solve a host of problems
  • Avoid lengthy, complicated deployments and the need for advanced technical skills — and the enormous costs that come with these
  • Learn as you go and replicate successes incrementally across business units
  • Stay competitive in an ever-changing world

Instead of worrying about how you’ll roll out AI and other potent technologies across your organization, you can implement customizable, chat and automation solutions to meet immediate customer demands and improve the customer experience one step at a time, setting up your organization for a more realistic — and intelligent — approach to digital transformation.

To learn how your enterprise can rethink digital transformation and improve the customer experience, download the eBook.

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Why AI Isn’t The Only Answer For Customer-Centric Scale

For today’s customer-centric enterprises, delivering an optimal digital customer experience across all platforms and channels is a do-or-die proposition. Today’s consumers are pickier, savvier, and more demanding of the brands they do business with than ever.

But companies that operate in multiple markets or run multiple lines of business will find it even more challenging than their more simply modeled competitors to ensure customers get the level of service and engagement they expect.

Many of them fall into the trap of thinking only artificial intelligence (AI) and machine learning solutions are the answers to meeting their evolving business demands at scale. They’ll allocate precious dollars to these solutions and spend countless hours implementing them, only to be disappointed that the costly platforms are hard to build, harder to maintain, and incredibly difficult to manage amid the tangle of other integrated technologies.

“70% of companies fail at large-scale digital transformation initiatives because they’ve bitten off more than they can chew.” 

Worse, they do all of it with no real return on investment — that is, if they can even complete the process at all. In fact, around 70% of companies fail at large-scale digital transformation initiatives precisely because they’ve bitten off more than they can chew.

What complex enterprises need is the ability to meet customer demands for speed and personalization without having to resort to AI tools first. Here’s a closer look at why going “all in” on AI often fails to deliver, and how a simpler, customizable solution using your existing live chat platform, some smart bots, and custom automation can help your enterprise provide superior, scalable digital experiences.

 

Why AI fails


AI and automated customer service and engagement solutions have revolutionized business in many ways. The tools streamline and improve processes and increase cost-effectiveness over time. And let’s face it: AI is also the direction in which nearly everything in business appears to be headed, and it’s why you may feel compelled to get on board with it right away.

But if you don’t know what you’re getting into, you can leave your organization without the knowledge and resources needed to implement and manage AI solutions successfully—to the extreme detriment of your customers and your bottom line. It’s a bit like jumping into the deep end without first knowing how to swim.

Here’s how AI can set you up to sink:

  • It’s expensive. AI costs an exorbitant sum for a reason: it’s robust technology that requires an enormous amount of computing power, security, infrastructure, and other factors to run. The upfront investment, let alone the cost to manage, simply may not be in the cards for you.
  • It’s unwieldy. Most AI and machine-learning technologies require lengthy deployments and configurations that have to be carefully understood and coordinated. When you throw a multitude of locations, audiences, platforms, and use cases into the mix, a tolerable level of complexity can quickly turn into an intolerable level of chaos.
  • It requires specialized knowledge. AI is only as good as the data fed to it — which means you need an experienced, knowledgeable team of engineers and data scientists on hand who can make the most of the technology. The problem is, qualified engineers and data scientists tend to be in short supply — and only add to your costs if you’re able to recruit them.
  • It’s not human. At the end of the day, AI can imitate a lot of things but it still can’t replace a human, and there are always going to be nuanced or more complex customer interactions that require a human touch. In fact, more than 85% of consumers still prefer connecting with a human than with a bot. Expecting an AI solution to handle those interactions, too, is to disregard and alienate your customers who fall into that category.

AI can seem like the answer to a rapidly evolving world in which customer expectations change by the minute. But AI doesn’t have to be the immediate next step you take. There’s an interim solution that offers your customers better digital experiences without breaking the bank or saddling your organization with complicated technology it may not be ready for yet. Even better, it allows you to keep your existing team of human agents.

Live chat, custom automation, and smart chatbots: a better way forward


Instead of relying on a team of human agents alone, which can hinder scalability and quality of service, a combination of smart chatbots, live chat, and custom automation can help you meet customer demands for faster response times without ignoring their desire for personalized, contextualized interactions.

Your human agents play a necessary role in engaging with customers. But there are specific instances when a smart chatbot can take over to handle the lower-value, more repetitive interactions that bog down human teams. These bots can provide customers with quick answers or instructions and be programmed to automatically transfer customers to the right human agent in a warm handoff when the circumstance calls for it. These bots deliver quick responses to customers but never prevent them from chatting with a human when they need or want to.

These simpler chatbot technologies give you the benefits of conversational bots and robust automation without the expenses and headaches that come with more extensive and resource-intensive AI tools. They’re faster and easier to scale, and they’re easier to deploy and maintain since they can integrate with your existing live chat platforms and don’t require special skills to implement, making them a truly cost-effective alternative to AI. Yet similar to AI, each interaction can be analyzed for patterns and insights that can help you improve your front-line customer communications.

Rather than relying on a hefty AI solution for everything all at once, you can deploy different chatbots for different audiences, brands, or use cases — over time and in phases — to suit business needs as they arise.

By blending the best of both worlds — computer automation with the human touch — your customer service and engagement teams can grow strategically with the needs of the business. And your enterprise can build and maintain a competitive advantage by providing a superior digital customer experience that’s responsive and adaptive to whatever the market demands.

To learn more about how smart chatbots and custom automation can help your business deliver a better digital customer experience, download the eBook.

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How Automated Chat Boosts Customer Success

Customer Success – the way customers adopt, use, and leverage your solutions – is an often overlooked, but critical, growth metric. Automated chat is uniquely positioned to optimize customer success.

A holistic customer success strategy empowers companies to shift to a customer-first mindset in order to enhance customer satisfaction (CSAT). By enhancing satisfaction, CS helps drive retention rates and reduces customer churn. It also enables companies to expand into a large account.

Reaching strong levels of customer success, however, is easier said than done. It takes a solid strategic plan and robust customer success software to deliver better customer experiences. In this article, we’ll reveal how SnapEngage — when integrated into existing tech stacks — can improve customer experience and customer success.

 

What is customer success?


According to the
Customer Success Association (CSA), customer success (CS) is a long-term, professionally directed strategy for maximizing the customer and organization’s sustainable proven profitability. At its most basic form, CS involves anticipating and understanding a customer’s challenges with both their problem, and using your solution to its maximum potential. By addressing these issues before they even arise in the customer’s mind, you set them up for success.

 

How SnapEngage improves customer success


SnapEngage Slashes Wait and Service Time

In today’s world of instant gratification, customers are generally impatient. The longer you keep them waiting, the more their affinity for your brand will dwindle and the more likely they’ll turn to a competitor.

Think about a customer who calls your sales department seeking answers to why your basic plan is more expensive than that of a competitor. While your product may be at the top of their list, they’re considering other solutions. To win the customer over, you must respond to this question quickly and satisfactorily.

This is where automated chat can help.

Instead of waiting for the customer to call, you can configure a proactive chat to trigger after they’ve spent 30 seconds on the pricing page without taking action.

Proactive chats are assigned to the agent with the least number of chats to shorten the wait time. Or, if all chat agents have equal chats, the newest chat will assign at random. For example, if John has one chat and Jasmine has no chat, the visitor will see the proactive chat prompt from Jasmine.

Customers will likely have questions when they land on key pages such as pricing, features, setup, and sign up. The goal of adding a proactive chat prompt is to initiate meaningful conversations with the customer on these pages and to respond to their questions at the most opportune time. Anticipating customer questions, and endeavoring to provide fast solutions bodes well for customer success.

It Provides Better Routing of Questions

Traditional wisdom assumes that customers only want immediate support, but this isn’t necessarily the case. According to Kayako, 95% of consumers would rather get personalized expert support (even if it takes a bit longer), over fast poor-quality support.

SnapEngage, through advanced chat routing using Tags, helps you strike the delicate balance between speed and quality of service. Routing by Tag works for both reactive and proactive chats, allowing you to assign each inbound chat to the most qualified agent.

For proactive chats, you can assign Tags based on the agent’s skills and languages. For example, you can tag John (Spanish, English, and sales) and Jasmine (German, English, and support). This way, if a customer’s sales query is configured with English it’ll automatically be assigned to John or the next available agent with a tag similar to John’s.

In doing so, the customer is instantly connected to an agent who has the expertise to handle the query. When consumers are satisfied, they become loyal to your brand, which in turn helps improve retention rates — one of the most important customer success metrics.

 

Provides more layered data for customer profiling

Great customer success requires businesses to adopt a unified and personalized approach to customer service across all digital channels. But to personalize experience across all touchpoints, you must first collect customer data (from different sources) and then string it together to create unique profiles.

We provide tools to help you gather different types of customer data that are helpful for sales and support efforts. First, the pre-chat form allows you to collect your leads’ basic information (name and contact details) before they leave. You can also configure the pre-chat form to ask website visitors a set of questions prior to the chat.

Second, the client’s email address alone will help you provide you can have a 360 degree customer view right from the chat conversation. Using the customer’s email address, we can pull previous chat conversations, direct links to a CRM for additional discovery, problems areas, and more. With these key details, you’ll be more familiar with the customer and be in a better position to deliver personalized messages.

Speaking of integrations, we also allow you to integrate SnapEngage with your favorite CRM and Help Desk solutions to store and track live chat data in one place. The integration removes siloed conversations and customer history, allowing you to deliver consistent, personalized services. Customers don’t have to endlessly repeat themselves. Instead you can pick up each case where another agent left off and close it with confidence.

 

Build great customer success with SnapEngage


As Jonas Stanford — Ubounce’s Director of Customer Success puts it, “it’s unrealistic to expect customers to tread the path to success and discover phenomenal outcomes your product can deliver on their own”. Your presence in their journey is important, and so is your responsiveness and ability to thoroughly resolve their issues.

SnapEngage allows you to be there for your customers 24/7. When integrated into websites, marketing platforms, and apps, we help deliver great service to improve customer satisfaction, retention, and loyalty. See for yourself how some of our customer success tools work without paying a dime by signing up for a SnapEngage free demo.

To learn how to improve customer experiences with a hybrid human-chatbot solution, download our eBook “Co-existing.”

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Reshaping the Future of BPOs with Chatbots and Automation

When companies and BPOs embark on any digital transformation initiative, improving the customer experience is almost certainly their top priority. Providing customers with an exceptional digital experience — during the purchase process, customer support, or any other interaction — is a major key to business success no matter the industry or vertical.

Customer experience (CX) is now a true differentiator among brands, winning out over product quality and pricing. In fact, 47% of customers say they won’t do business with a brand if they’ve had a bad experience, and when they do, 62% are willing to share it with others, tanking the brand’s reputation in the process.

Today’s customers use a variety of channels and devices to communicate these days — messaging apps on smartphones and tablets, Facebook, Instagram, and customer review sites — making it imperative that brands provide omnichannel support to enhance the customer experience and cultivate a more loyal (and profitable) customer base.

But while many BPOs and internal contact centers are simply looking to solve their most immediate CX challenges, others are taking a more future-focused perspective and planning how they’ll scale and adapt their operations as the business landscape evolves. In fact, analysts have already begun studying investment in CX strategies and software, which is expected to grow more than 10% annually through 2026.

Those investments — made by BPO leaders like you — aim to enable easier, and more widespread automation for optimizing the customer experience for your enterprise clients, now and in the future. Of course, it’s important to understand how automation and other customer engagement technologies are paving the way in CX, so here’s a look at how your organization can reap the rewards today…and tomorrow.

 

The importance of adopting automation now


Communication is no longer one-directional from the customer to the business, but rather multi-directional, with customers expecting businesses to engage with them via social, mobile, web, and phone.

In response, BPOs and their enterprise clients must find reliable and scalable ways to create more seamless, personalized interactions, and deeper insights into the customers themselves now and as their industry evolves.

The rise of artificial intelligence (AI) and machine learning, combined with the demand for greater efficiency that comes with automation, are spurring new generations of customer engagement solutions. But many of these solutions are still in their infancy, not quite ready to meet the business challenges at the scale and effectiveness they promise.

For BPOs like yours, it’s a golden opportunity to stake out a leadership position in an ever-changing landscape and evolving industry. Instead of investing a small fortune in dollars and time implementing the latest and greatest in AI platforms, you can utilize cost-effective but impactful chatbot and automation technologies along with live chat platforms to handle a variety of frontline customer interactions quickly, reliably, and at a scale your enterprise customers and competitors cannot.

This approach accomplishes three things:

  1. You can deliver the quality customer experiences your enterprise clients expect and need to stay competitive.
  2. You gain necessary experience with automation that you can draw upon down the road when you or your clients are ready for larger AI initiatives.
  3. You can keep your human teams in place to handle customer interactions that require a complex or more personalized approach.

The advantages of implementing automated chat tools

 

In addition to being a provider of valuable chatbot technologies to your enterprise clients, and, by extension, facilitating the benefits of automation for them, you can also act as trusted advisers and own bot, automation, and chat operations on their behalf. With chatbot performance and outsourced human-team metrics, you can run an analysis and make expert recommendations to your clients for future automation investments that will further optimize the customer experience.

There are a number of other advantages to adopting simpler chatbot technologies now while you’re still ahead:

  • You can bust through automation’s barrier to entry. Instead of wrestling with extremely complex AI platforms that reach into every corner of the enterprise and take months to roll out, you can implement simpler, automated smart bots on your own in a matter of days or weeks with few, if any, specialized technical skills.
  • You can avoid an enormous financial commitment. The cost of purchasing robust AI systems and paying for the skilled human resources that are needed to deploy and manage them — skills that are often in short supply — is beyond the reach of many organizations.
  • You’re in a better position to scale and capitalize on business growth opportunities. Employing chatbot technologies allows you to expand services within your existing accounts, enable growth for your enterprise clients, and even create new streams of revenue as chat and automation consultants.

The need for automation isn’t going away. That’s why adopting automated chatbot technologies as soon as you can puts you in the vanguard by helping your clients, and your own organization, keep up with market demands and take incremental steps toward wider-reaching digital transformation.

 

Seize the CX opportunity


CX is more important than ever and can mean the difference between maintaining a competitive edge or falling far behind. As customers increasingly do business via more digital channels, the need for optimal digital customer experiences is at a fever pitch.

But while your BPO organization may see customer engagement solutions like AI-powered chatbots and automation as a threat in some ways, a shift in perception will show they’re actually high-value business opportunities. Enterprise-grade live chat, bot, and automation technology gives you the confidence and the tools to:

  • Incorporate automation into your customer engagement strategy without overwhelming the system or disregarding the value of human agents
  • Meet customer expectations and deliver the best customer experiences you can
  • Add value to your partnership with your enterprise clients and set them up for future CX success

To learn how to improve customer experiences with a hybrid human-chatbot solution, download our eBook “Co-existing.”

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SnapEngage vs Drift

Using Drift?
You are paying too much.

Only pay for what you need. SnapEngage delivers the functionality and live human support to achieve your growth goals quickly. Complete the form below for a detailed demo on what SnapEngage can do for your company.

SnapEngage Makes It Easier

Thousands of global customers agree that SnapEngage is more cost-efficient and easy to use with award-winning support to achieve your growth goals quickly.

Easy to get started

Let’s face it, as chat and chatbots have matured so has the complexity of the setup. Our award winning support and implementation teams make it easy and quick for you to realize your goals.

Return on investment

Don’t pay for features that you are not using. See a true return on investment with SnapEngage.

Onboarding and support

SnapEngage prides ourselves on our ongoing relationships with clients. You are joining a support network and our goal is to help you achieve your goals.

Transparent Pricing

What is your budget? Do you need more than one agent seat? If you do, you will pay a lot more with Drift. SnapEngage has transparent, up front pricing that won’t skyrocket instantly when adding additional features.

Chatbots & Automation

Drift bots can be difficult to set up, and are not fully integrated into their live agent chat and downstream integrations. SnapEngage chatbots are easy to setup, come with pre-made templates and are backed with industry leading customer support.

“I realized how overpriced Drift was and the lack of support we were getting for the product. When I saw what SnapEngage could do, it was a no brainer for us to switch to what I view as an equivalent service for a fraction of the cost.”

– Eric Schurke
CEO North America
VoiceNation

Ready to make the switch?

How to Leverage Chat for Better Customer Adoption Rates

A solid user adoption strategy is the foundation of all customer success efforts. It unlocks higher retention, customer lifetime value, marketing ROI, and low cost-per-acquisition, to name a few benefits.

Getting it right, however, isn’t smooth sailing.

Whether you’re a company rolling out a new system or a SaaS vendor introducing a software or app interface, you have to clear multiple hurdles to successfully acclimate users to the new product. Some of these challenges emanate from the intrinsic human instinct to resist change, lack of proper support system, and the fear of the unknown.

In this article, instead of focusing on the barriers to adoption, we’ll talk about how SnapEngage, our digital conversation platform, can help you circumvent some of the roadblocks.

 

What is user adoption?


User adoption, also known as
user onboarding, is the process whereby users (a company or individual user) adopt a new product or service and commit to using it.

If a company has a high user adoption rate, it’s a sign that more users are adopting the product than are churning. On the other hand, low adoption rates indicate that users are using a product or service short-term before jumping ship.

Companies selling software, services, or complex products need to maintain a high adoption rate to consistently grow their monthly recurring revenue (MRR). It’s not surprising, then, that 70% of these companies view improving user adoption as the top priority. And 26% of brands are striving to create ultra self-service adoption models.

If you belong to this cohort, you can use SnapEngage to create high-tech models that drive user adoption more effectively.

 

How can SnapEngage help drive user adoption

 

Boost customer adoption rates

 

One of the biggest barriers to effective adoption is users getting stuck and failing to find help at the most opportune time. Chances are as a company you’ll anticipate user complaints, doubts, and questions, and create the highest-quality resolutions you possibly can. It helps to prepare beforehand, onboarding videos, how-to guides, articles, and FAQs— all providing technical set-up and user instructions.

Now, having a mixed variety of content is great. But what happens when a user needs instant answers while in the middle of using the new system? Do you expect them to scroll through hundreds of articles on your knowledgebase or help site to find relevant material? Probably not.

This is where SnapEngage Answer Bot comes in handy. Our intelligent and flexible chatbot helps provide users with support in context. It offers a conversational way to respond to the most pressing and commonly-asked questions.

When connected to your knowledgebase, the Answer Bot ensures that users are getting contextual, automated answers instantly. It also takes onboarding a notch higher. For example, if the question is complex or there are no answers available, it automatically connects the user to technical support or a customer success agent.

 

Better customer learning/experience with product or service

 

The other causes of low user adoption rates are loss of support system and fear of the unknown. These two factors come into play when you require users to ditch an old system (which means leaving behind predictable routines) and use new software or apps.

Take, for example, an enterprise that wants to replace its remote team communication channel. By switching to a new system, the organization drives employees out of their comfort zone and points them in an unfamiliar direction. Employees will be required to start fresh and learn how to send messages/files, set status, add emojis, and form group chats on the new system.

To increase user adoption, the organization should make learning the new system as seamless as possible for the user. Beyond providing great content, the organization should also endeavor to deliver the right message, at the right time, in the right place. Our 24/7, scalable chat applications can help in this regard.

Let’s say a user signed up for remote communication software. They’re yearning for a fast start but have no idea how to navigate the system. Our intelligent, multi-node Guide Bot can be configured to pop-up at the right time to offer help in the form of a link to a how-to article or a short orientation video.

You can also create a proactive trigger for a proactive chat. A trigger could be something like a user spending 30 seconds on the product setup page without taking action. The chat can be assigned to the Guide Bot to suggest relevant how-to guides or route the user to a human agent in case of complex issues.

 

Layer SnapEngage with existing customer adoption program


Driving user adoption takes a combination of a well-thought-out end-user adoption strategy and innovative tech solution. If you have the plan, then, all you need now is to fail-proof it with our intelligent live chat applications and chatbots.

Whether or not you’re a user adoption specialist, fret not. It’s easy to layer our technology with your strategies and keep rates at the apex of the user adoption curve. We even give you a free trial to help you get a first-hand feel for SnapEngage features and functionalities without spending a dime.

Ready to get started? Click on the link below to schedule a live demo with a member of our team.

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