Your customers have questions
Did you know that up to 80% of customer questions are routine? Many customers prefer chatbots for simple queries. Customers who have no choice but to ask routine questions to support agents can create a frustrating experience for both parties, leaving agents less time to focus on more complex issues.
Clients deserve the best answers quickly. Customer service agents should spend more time on difficult cases rather than answering routine questions. Deliver a delightful experience to customers and quickly provide helpful answers all without involving a human.
Answer Bot is the key to providing efficient answers, all while relieving demand on agents by deflecting incoming chats. Scaling your support team just got easier and more cost-effective. Clients can continue to get the instant help they require, agents are kept free for more difficult questions, and all customer service bot conversations are saved and stored like any other chat.
More cost effective, more conversations
Resolve issues before you can say, “Welcome to SnapEngage!”
Connect Answer Bot to an existing knowledge base and it will automatically pull a number of answers relating to the client question into the chat conversation. The client can choose from any article on the suggested list.
A well-structured, well-written knowledge base can resolve a high percentage of common questions. Don’t have a current knowledge base? Google Custom Search allows any website to become a knowledge base.
Bonus: Answer Bot stores all queries, making it easier to identify content gaps in your existing documentation.
Answer Bot is extremely customizable. Enable the customer service bot to be the first line of defense for clients, or strictly as backup when live agents are busy or offline. Provide 24/7/365 support to eliminate client wait times and boost overall client satisfaction.
Scale customer support teams for a fraction of the cost
50%-80% of routine questions can be resolved through automation. Offer clients valuable educational information and triage other requests accordingly. Uncover the reason for chatting in, prioritize the most urgent issues, and route conversations to the right people. As customer service bots work to provide faster resolutions, chat agents will feel more productive and focused on the most important issues.
By deflecting routine inquiries like, “How do I reset my password?” or “What is your office address?”, agents can spend more time focusing on high-value inquiries that require more time and hands-on support.
Business needs change quickly and chatbots can pivot to fit any direction that you are headed. Chat and chatbots combined handle business complexities with ease.