Introducing Answer Bot

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

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How to support your robot coworker

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

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Why chatbots won’t fully replace humans

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

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Golden Rules of Customer Service

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

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What is a chatbot?

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

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Why your Help Desk should move to the cloud

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

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Abilities and limitations of Chatbots

These days, chatbots are automating customer service around the world. Bots are on the customer service front lines more often than before. These bots vary from simple scripted bots answering FAQs to AI-backed bots programmed to make product recommendations. Even so, the humans engineering these bots and writing their scripts are the ones who hold the keys to customer service. Here are three things to help understand bot abilities and their limitations. Humanlike AI is a world away When AI first came out in the mid 1950s, the computer science community had high hopes for its evolution. AI was initially projected to beat a human chess player in a decade, yet it still took over forty years for true victory. Humanlike AI is thankfully still a world away. Chatbots can process and respond to natural language using different types of AI. However, the data needed to train these bots to reply in a way that is human-like is still a few years out of reach. Three of the biggest tech companies, Google, Facebook and Apple, have access to most of this data and are still working to close this gap. Because of this, marketers need to search for other ways to

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5 mandatory features of the effective ticketing system

There are many different ticketing systems available to choose from. Not all of these ticketing systems are equally good, but others have better features than others. There are a handful of features to look for when choosing the right solution for your business. In this article we are introducing 5 mandatory features that every great ticketing systems should have. 1 . Everything at a glance According Forrester study 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, out of date user interfaces, and multiple applications. The main screen of a ticketing system is where your support agents will spend most of their day. That’s why it is very important that the home screen is well designed. Everything should be displayed on a single page, the entire conversation, priority level, status updates, and due dates. Agents should be able to assign tickets, merge, group, close, delete and filter by different categories in one place. A centralized view like this will help provide visibility across all levels of your organization. As a support agent, the last thing you want to be doing is jumping back and forth between multiple screens and tabs piecing together a ticket

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How to make your help center stand out

It is well known that investing in self-service can help improve a company’s customer experience. According to Zendesk, tickets with links to knowledge articles have a 23% lower resolution time, 20% fewer reopens, and an average CSAT rating of 2%. Here are some shared tips to ensure your knowledge base content meets the need of your customer Start with the top five articles in your help center According to Zendesk, the top five articles of your help center account for about 40% of all daily views. To create an effective help center, you should start with answering the most frequently asked questions with a few articles. After this you can start working on more advanced articles for more complicated questions. After the top five, you should focus on building categories, beginning with the most popular content in each, because the top three articles in each category often make up half of the daily views in that category. However, deciding what to cover can be tricky. The ‘About’ -field in Zendesk is a great way of keeping track of inbound tickets by category. This allows you to see which topics customer write about the most as you plan your help center.

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How ticketing system works

Almost all of us have been using ticketing system at least couple times. You often don’t even know yourself when you are using ticketing system. For example, if you send email to some company, they are probably going to handle your mail in their ticketing system. It is same think in every channel. It is much more efficient to collect all the customers issues to one place than handle every channel separate. If ticketing system is built example around email there is really no way to make sure that tickets are read by the right person or to track whether the problem has been fixed properly. A ticketing system is the best method right now for dealing with customer questions and reported issues, it puts all parts of the puzzle in one convenient place. Simply ticketing system is a computer software that manages and maintains lists of issues. However very few actually know how ticketing systems really works. This article is going to explain how ticketing systems work and what different kind of systems there is available. How ticketing system works Everything starts when customer contact with the company. Customers often have the option to fill out a complaint form, send

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