Customer should have the chance to choose the easiest path to whatever their goal is. Usually this means solving their problem quickly and on their own. According to Zendesk, 76 percent of customers prefer to find an answer to their question alone, as opposed to speaking with a customer support agent. One way for this, is through AI chatbots. One such tool is the the Zendesk Guide Answer Bot! It’s a great tool for customers to find an answer to their question even faster. Answer Bot uses machine learning to respond to questions with content from your knowledge base. Answer Bot learns which help article is best suited for answering any question in a specific ticket. It’s best used for providing answers to simple support inquiries, like ones concerning order statuses, product specs, or subscription changes. By replying to uncomplicated questions within seconds, Answer Bot can resolve a lot of tickets without the need of an agent. This saves time for the agents and allows customer service teams to focus on more complex issues that require more time and care. Answer Bot is designed to make self-service effortless for your customer. There are many benefits that it can provide. Here are
Google G suite offers companies a very powerful cloud-based business tools. Nowadays it doesn’t matter anymore whether you are at work, at home or on the other side of the globe, because with G Suite you can always do your work and communicate with your coworkers regardless of your current location or device. Also with these tools your companies can improve their working and make it more profitable and easier. In this article we are going to tell you few tips about how to use all these great tools to make your communication with your colleagues, customers and others much effective and productive. Gmail Especially in bigger or fast growing businesses it can be hard to communicate with many people at same time. In Gmail it have been made very easy to create email groups. If you’re frequently emailing the same people about a project or topic you should start using Group feature. Then, instead of emailing people individually, you can use the group’s email address to send information or share files with everyone at once. It easy to create many groups, for example one group for every different team at your company. That’s way it’s faster and easier to
Hangouts Chat is Google G Suite’s new business-focused chat tool. Much like classic Google Talk text chat and Hangouts video calls, the new Hangouts Chat is an easy way to discuss with others. Teams can communicate in group chat and one-to-one messages. By being directly integrated into all the Google services businesses are already using, like Drive and and Google Calendar, Hangouts Chat can streamline tasks like file sharing and scheduling meetings. It also supports integrations with third-party apps and bots. Hangouts Chat is included with every paid G Suite account, so if your company’s using Gmail for your company email you can also start using Hangouts Chat. Hangouts Chat makes it easy to collaborate with your team and colleagues around the globe in an organized way. Chat is currently available on desktop for Windows and MacOS, as well as iOS and Android so you can easily collaborate on the go. Sharing files is easy too. Paste links in a new conversation or reply box, and most of the time Hangouts Chat will automatically show a preview of the image or a description of the article you shared. If you paste a YouTube video and it’ll embed a playable video,
When does artificial intelligence stop being more of a tool and become more like a coworker? Machines can already drive, hold conversations and even give witty answers, like Apple’s Siri for example. A majority of mature organisations have invested, or plan to invest in artificial intelligence in the near future, so it’s a matter of time before robots become our work buddies. AI will help make workflows more reliable, giving people more time to focus on human-centric tasks, and put the organization on the forefront of innovation. In order to learn to work alongside robot co-workers, both sides are going to have to learn. Robots can do this by machine learning, while they are introduced to the nuances of the human workplace. It’s actually similar in many ways with working alongside our human co-workers. However, because the way the way robots process data, there are a few things to keep in mind when you support your robot co-worker. Improve external factors Robots can only do what they’re programmed to do. They won’t understand if an external factor is making them perform their task inefficiently or incorrectly. You may have noticed this before, if you’ve had an awkward conversation with a
Today’s workplace is much different than it was 30 years ago. Nowadays, business is conducted in the cloud. Google G suite offers you one good option when you think about taking your business to the cloud. G Suite is much more than just email. It also includes a variety of apps and features that can come in quite handy. It has allowed small and large businesses all over the world to dramatically increase efficiency and boost their bottom line. G Suite includes tools for communication, easy-to-use apps for content creation and collaboration,cloud storage and sharing capabilities, and the ability to manage it all securely with a simple admin interface and an archiving vault. With it you can spend less time setting up things and more time accomplishing goals. Availability Like almost any cloud-based software or platform, is accessibility one of the best feature. With G Suite you can easily keep connected to your email, important files as well all of your customers and coworkers no matter where you are in the world. That means you’re not anymore tied up to your office. Because everything is in cloud you aren’t depending on where you are or even what device you have available.
These days AI is changing the customer experience in many ways. AI-powered chatbots and virtual assistants can answer questions that could only be answered by a human in the past. Personalized customer experience can now be offered without adding more people and processes. This type of technology will play a huge role in customer interactions in the upcoming years, but this doesn’t mean that the human aspect will be eliminated. Humans will still be involved in up to half of customer interactions, but their role will lean heavily on utilising technology. Here is how customer support agents and intelligent technology will work in tandem to improve the customer experience in the upcoming years. Self-service support gets more helpful Usually self-service support is effective, but it has its limits. In the future, these limits will be much higher. More people will get their problems solved before needing help from an agent. When customers need help, smart search tools, chatbots, and knowledge management apps will direct customer to content that will most likely answer their question. Technology will allow customers to get more relevant information at their fingertips. However, there will always be questions that require human attributes, like empathy and
Google’s web-based email, Gmail, has more than 1.4 billion active users. Last April Google rolled out its biggest changes to Gmail since 2011. There are several features in this big Gmail update that everyone is likely to appreciate. Especially for people who get a lot of emails every day and use email in their work, this update is really needed. With this rollout, Google is aiming to make Gmail smarter, safer and easier to use. In this article we are going to introduce you some of these new useful features. Smarter Gmail is getting a lot more smarter. New AI-powered features in Gmail, like Nudging, Smart Reply and high-priority notifications, can now help you spend more time on work that matters. One new and very powerful feature in Gmail is that now instead of getting a notification every time a new email hits your inbox, you can tell Gmail to alert you only for the most important incoming messages. Gmail decides independently what it thinks those most important emails are based on your usage. For instance, if you have a thread going with someone, it would notify you with new replies. This way you can keep interruptions to a minimum and better focus on working.
Smile. Use the customer’s name. Customer is always right. Always say thank you. These are well-known and important rules for good customer service. Good customer service is one key to success in business. That’s because good customer service is rarer than you think. In this article we are going to introduce some golden rules of great customer service. You can take benefit for these rules when you are developing your customer service even better and greater. Every interaction matters. You should always have time to your customers concerns, complaints and feedback. Every contact with your clients is important. You should take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Your customers have some of the greatest ideas that can grow your business, right on the tip of their tongues. That’s why it’s so important to put in your best effort to make every interaction valuable both for you and your client. Feedback from a reasonably critical voice can be the key to understanding exactly what you need change in order to really appeal to your customer base. Failures are also needed No one can succes hole the time, every now
An AI chatbot is a computer program than can have a conversation with a human by text or audibly. An effective chatbot can simulate how a person would behave during a conversation. They are best used in simple practical purposes like customer service and information request. One such chatbot is the Zendesk Guide Answer Bot. The Zendesk Guide Answer Bot is designed to give agents a helping hand to reduce their work and allow them to focus on more complicated work, which requires a human touch. The Answer Bot can, for example, resolve tickets by suggesting relevant articles to customers while they wait for an agent. It can also learn from each customer interaction and train itself to deliver more relevant and customized content. The Answer Bot is also a great tool for engaging users and improving brand image. Chatbots are the next evolution of customer service technology. They are gaining popularity as companies of all sizes are recognizing their multitude of benefits, which include driving higher conversions, deflecting low-priority tickets and saving costs. Even though traditional support channels, such as phone and email, are still effective, messaging and chat apps are slowly becoming a preferred way of communication. Chatbots
Cloud-based softwares, also called Software as a Service (SaaS), aren’t any particular application but instead a general approach to accessing IT infrastructure and software. Cloud softwares have changed the way you can use your help desk. You can think it sort of like what is difference between a regular car and an electric model. Both can get you from point A to point B in the same way, even though they have significant differences under the hood. The biggest difference between on-premises and cloud-based help desk software is that in on-premises based help desk all the data is stored and programs runs in company’s own servers while in cloud-based data and programs are on third party’s server. This article tells you why you should start using cloud-based software and what benefits you can get from it. Availability The biggest benefit of going to the cloud is that you can access the help desk software from anywhere. With cloud computing, if you’ve got an internet connection you can be at work. That means you’re not tied up to your office or network in order to respond to complaints, view statistics or to do some other work. Most serious cloud based help