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Great customer service pays off. It’s the best guarantee that your customers will come back and purchase your products or services in the future. And chatbots can be a big part of that. They can not only improve your customer service, but also save resources and make customers happier. Find out how to use chatbots in your customer service successfully., Why customer service is essential for every company, No matter how great your products or service are, customers will always have questions or run into an issue. That happens to every business. However, how you handle these questions and complaints is what'll make you stand out from your competitors. Customers that have had a good experience with a company’s customer service are more likely to return in the future and recommend your company.…, eight times more expensive to gain a new customer than to retain an existing one., In other words, high-quality customer service will improve your brand’s image, reduce costs, and increase sales. For most companies, none of this is new. However, what many are not aware of is how much chatbots can help you improve your customer service., What chatbots can do for your customer service, Advantages for companies, While it's obviously important to help your customers, processing numerous customer inquiries can become an overwhelming resource problem for companies. In addition, , your service team ends up answering the same questions over and over again, . This is tedious, tiring, and time-consuming, and ultimately frustrating for customers and your team. When asked to describe their biggest problems in handling clients queries, customer agents mostly named organizational challenges, such as finding the right answer in the system or switching between apps. These are exactly the kind of tasks at which chatbots exceed. Chatbots are extremely…, answer up to 69% of frequent customer queries successfully, They can offer , customer support 24/7, They are , always learning and improving, They can be , quick or patient, , depending on the customer’s needs, Chatbots don’t forget important details, ! Customers don’t have to enter in their account number every time or reprogram the same settings They’re , low maintenance, , and don’t have to be constantly updated They can ultimately, free up a lot of resources, for your company Chatbots are therefore becoming extremely important for companies ; not only for your customer service team, but also when it comes to optimizing customer experiences., Advantages for clients, Having an automated, fast, efficient, and around-the-clock customer service can also improve the customer experience. Recent data also shows that, against popular belief, customers actually respond positively to chatbots. 80% of customers have a , positive experience, with chatbots 22% of shoppers trust chatbot recommendations for purchasing a product. Using a high-quality chatbot leads to a more engaged audience , with , 80 to 90% response rates, . And even the worst experiences still reach response rates between 35 and 40%. It's important to note that while chatbots can greatly improve your customer service, they don’t replace human agents., Chatbots won’t replace personal consultation, but improve it, Last year, our customers were able to have 45 million of their questions answered by a chatbot. This saves resources that can certainly be used in better ways, such as improving the capacity to answer more complicated questions and customer demands. However, this doesn’t mean that chatbots are replacing employees. Instead, , they help with routine tasks and collect important data at the beginning of interactions, . This actually helps customer service and makes it better., Four ways to use chatbots in customer service, Using a professional chatbot integration solutions offers many possibilities for improving your customer service., First level support, For a lot of companies, a simple chatbot that you can set up in minutes with a chatbot builder is often all they need. A simple chatbot can be used relatively easily in first-level support to answer basic questions. In this scenario, you can also understand the term chatbot as “intelligent auto-responding tool”. For more complex questions, a chatbot can be used to sort and classify the questions…, Qualifying leads, Basic chatbots can also go beyond customer service support, and help your sales team to qualify leads, while at the same time reducing the work load for your service team. With some pre-programmed questions, it is easy for chatbots to find out very fast what a customer wants. Do they have a complaint about the product? Then, they’ll direct the customer to the service team. Do they have a question…, Guide customers through online processes, While the previous examples show how much a simple chatbot can do for your company, there are obviously also use cases where you might want a more sophisticated bot. Do you own a restaurant that wants to use a bot to take orders? Maybe you're running an e-commerce company that wants to guide customers through a bot-led payment process. AI-based chatbots that use high-quality NLP training , like…, 91% satisfaction rate, in their delivery staff onboarding, and a , reduction of 70% in delivery service costs, ., Engage in conversations, Companies are slowly recognizing that authentic conversations are the key to the customer’s heart. Clients aren’t convinced any more by receiving thousands of ads or e-mails from a company. A good brand attracts a client towards them, instead of pushing them. Matthias Mehner, Vice President Global Marketing at Sinch This requires talking to them on a one-on-one basis, listening to their concerns…, The best channels for implementing a customer service chatbot, When thinking about introducing a chatbot for your customer support, you not only need to define a use case, you also need to figure out where you want to implement it. Depending on your business, your customers’ needs, and the channels of communication you use, there are different options., Website, A lot of companies decide to implement a customer service bot on their website as a live chat . The advantage is that customers are already used to finding chatbots there, and will know how to use the tool intuitively. It also makes the chatbot service , very visible and accessible, to a lot of different customers. The downside is that few customers contact companies with complaints or questions through their website. Instead, they tend to use the communication channels they are using for private conversations, like WhatsApp or the Facebook Messenger, because it's their favorite way to communicate . So, for your service agents, it might only slightly reduce their workload…, In-app, If you offer an app-based service, integrating a chatbot directly in the app is also a good opportunity to meet customers where they want to communicate with you. This does require IT knowledge, though, and can be more costly than including a chatbot in a messaging app. And of course you need to have an app in the first place. This solution is better for bigger companies that have the resources…, Messaging apps, If your customers contact you through messaging apps, integrating a chatbot here is a clever solution for making the customer experience smoother, and stick to your customers’ favorite communication channels. Some businesses are already using the free versions of WhatsApp, Viber, or Instagram to talk to their customers. However, these don't support chatbot integrations, and there's typically no…
Typ: Blog Article
The retail industry is changing, and the shift is being driven by consumers. The long-held belief that online shopping was a fad or merely for impulse buys is gone. With the continued growth of online retail and the shrinking of brick-and-mortar sales, everything seems to be pointing to an inevitable future where all shopping happens online . But that's not necessarily the case. There are now a…, What makes omnichannel retail different from multichannel, Because modern customers use a variety of channels when they are shopping, it’s crucial to offer sales and support on those channels. Omnichannel and multichannel strategies involve several channels; how they work together (or don’t) is what makes them different. , Multichannel retail, In a multichannel retail strategy, a company might have access to many of the channels its current and potential customers use. But these channels don’t work together. For example, let’s say a customer visits your online store and signs up for an email alert when a specific product arrives. Later, they sign up for text messages so they will be notified when new products launch. The customer will…, Omnichannel retail, Imagine having an integrated approach to selling (and buying) where customers can move across channels and pick up where they left off. Say a customer signs up for an email inventory alert for a specific product while browsing your online store. Later, they opt-in to text or WhatsApp messages for sales and other alerts. When the item is available again, they receive a text with a link to the…, Why you need an omnichannel system, Putting it bluntly, you need an omnichannel system because that is where commerce is headed. Research shows that people spend more with an omnichannel system, they have more loyalty and better engagement with your brand , and you reduce customer churn. Soon, customers will expect personalized experiences from every business they use. And why shouldn’t they? Who doesn’t want a frictionless…, Omnichannel retail examples of strategy at work, To give you an idea of how an effective and efficient omnichannel retail strategy works, we’re going to discuss a hypothetical retail brand - Shoes and Socks Unlimited. Along with the brand, we’ll talk about the touchpoints this brand has with a single customer, how those touchpoints can improve the likelihood of a sale, and how the omnichannel strategy will keep them coming back., Initial contact, The Shoes and Socks Unlimited name has been out there for a while, so there’s some brand recognition and the company has invested in marketing across a number of digital channels. One day, a customer searches for a new pair of hiking boots and comes to the website by clicking on a link that highlights a brand of hiking boots sold by Shoes & Socks Unlimited. If they’re already a customer, an…, Browsing and learning more, When the customer clicks on the link and is brought to the site (or the Shoes and Socks Unlimited app) and starts looking at the available hiking boots, a chatbot pop-up offers help. The company designed this chatbot to ask for information like shoe size, brand preferences, and favorite outdoor activities to show some quickly personalized options to the customer. The chatbot could offer to…, Making the purchase, The customer finds the perfect pair of boots and buys them. During the purchase, they receive options for how they want to receive their new pair of boots: Traditional delivery Expedited delivery In-store pickup After they decide, the Shoes and Socks Unlimited system sends a confirmation email and a message over a designated channel (if the customer opted in during the checkout process) when the…, Following up on the purchase, Because the Shoes and Socks Unlimited omnichannel system is working seamlessly, they’ll know when the customer received their new pair of boots. Receipt of the item then triggers some next steps for the customer: They receive a text or social media message offering ongoing omnichannel customer support , including a quick way to return or replace the boots and a link to any warranty or guarantees…, Optimizing their profile, Using the information that the customer provided to Shoes and Socks Unlimited, the company updates that customer’s profile. This includes information about shoe size, interests, the brands they prefer, and anything else that could help the company offer support or personalized marketing materials. With Sinch's unified API, companies can also get built-in analytics and track how separate channels…, How to make an omnichannel strategy that revolutionizes your customers' journey, Creating an omnichannel retail experience doesn’t happen overnight. The work you’ve done on separate channels won’t go to waste when your company decides to go the omnichannel route. One of the main goals of the omnichannel system is to share information across channels in order to let your customers (and your agents) pick up where they left off. Here’s how to make their new journey happen., Create segments that reflect your customers, As with any strategy that aims to improve the customer journey, it starts with the creation of accurate and useful segments. By identifying key groups, you can serve your customers better . Look for similarities in demographics, income levels, geography, job type, and other characteristics that will allow you to know who your customers are and adapt it for each market . One great example of…, Look at how your customers are finding you , The next part of the journey is how the customer found you. By determining where your customers are coming from, you can attach that information to segments to further refine their journey. It’s easy to forget about this or to put other characteristics ahead of channel choice, but different channels require different marketing and support strategies. Often, the channel someone uses can provide…, Draw up a map of their journey, When you’re drawing up a map, the best thing you can do is not make assumptions. Start with the how and why: How is the customer getting to you? Why are they looking for the thing you’re offering? Mapping a journey may not be a straightforward process. Customers may start their searches wide, doing research on product categories and brands more than on specific products or services. Some people…, Provide support at each touchpoint, Support is one of the most vital parts of an omnichannel retail strategy because customers may need it at every step of their journey. Chatbots, live chat, phone support, email support, and knowledge bases are all important methods of providing support. Customers actually want these kinds of support, too. In a survey, Sinch found that 90% of people want to get support or ask questions when…, Merge your tech stack for seamless service, Even if your company has several different channels, you're only working with a multichannel system until all of the channels are working together. Merging them into an omnichannel retail system requires an API that can handle everything and lets you and your staff easily respond to customer needs. Sinch’s retail solutions are designed to work across more than 16 channels to help you turn talk…, Automate repeatable processes, Automating repeatable processes saves your company time and money and helps prevent lost opportunities. For customers, these automated processes get them what they need when they need it. Look at the questions you get asked most often and build support around those queries. You can set up knowledge bases and chatbots to answer most questions for your customers. Live support is there if your…, Test everything often and fully, Don’t expect everything to work perfectly every time. That's why testing is so valuable. Without testing, you may never see where you have inadvertently created extra pain points or forgotten key pathways your customers use on their journey. Regular testing is the best early warning system you can use. As channels change and customers’ needs shift, having the foresight to head off problems will…, Welcome to the future of omnichannel retail, The future of omnichannel retail is here. Are you ready for it? If creating or optimizing omnichannel customer service for your retail operation is at the top of your list of priorities, Sinch is ready to make it as simple and scalable as possible. With Sinch’s range of products and services on your side, you’ll be able to integrate your retail, marketing, and support systems in ways that will…
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If you didn’t already know, WhatsApp is the biggest messaging app in the world, with a staggering 2 billion users . WhatsApp prides itself on simple, secure, and reliable messaging so people can catch up with friends and family. And users love it – more than 100 billion messages are sent every day! In 2018, WhatsApp opened its doors to businesses to make it just as easy for people to reach a…, What is WhatsApp Business messaging?, WhatsApp Business allows brands to have a presence on WhatsApp and communicate with customers to grow their business. This is powerful, but take note: There are key differences between the WhatsApp Business app and WhatsApp. The solution for companies offers a free app for small businesses and an API solution with a conversation-based pricing model for larger enterprises. Meanwhile, standard…, Reasons to use WhatsApp Business messaging, From a business point of view, WhatsApp Business messages offer an exciting opportunity to provide fast, effective customer care. Let’s look at the top six reasons companies use WhatsApp Business messaging to drive revenue and build closer, more meaningful relationships with customers. , Reason 1: 2 billion users!, Seriously, that’s a massive worldwide audience – no one can argue that. So, if you’re a global brand looking to reach customers, WhatsApp Business messages are a no-brainer. More specifically, WhatsApp is huge in Latin America, India, much of Europe and Africa, and some countries in Asia. Countries where WhatsApp is the number one messaging app. WhatsApp is the number two messaging app in many…, Reason 2: Customers want two-way conversations on WhatsApp, People are crying out for easier, more convenient ways to talk to brands. According to our research , 90% of customers want to be able to reply in-message to ask questions. And many are already doing this today, with 175 million messages sent to businesses over WhatsApp every day. In a recent episode of Sinch Talks with Meta , we discussed the importance of meeting customers on channels they…, Reason 3: WhatsApp for marketing helps cut through the noise, Customers are bombarded with marketing notifications everywhere they turn. Conversational channels like WhatsApp allow you to cut through the noise and reach people on the apps they actually use. That must be why the average open rate of WhatsApp messages is over 98%! Innovative companies like Carrefour have had great success with WhatsApp for marketing. The grocery retail giant switched its…, Reason 4: WhatsApp Business messaging helps speed up the sales cycle , More and more businesses are turning to WhatsApp to sell products and services, sometimes right off the back of their marketing campaigns and within the channel itself. With product messages, shopping carts, and the ability to connect with sales teams directly, users can receive a marketing promotion, browse a “WhatsApp shop,” and get pre-sales questions answered, all without leaving the app.…, Reason 5: WhatsApp Business for customer support improves customer satisfaction, Did you know that 73% of customers find live chat to be the most satisfying way to communicate with a business? Customers don’t want to spend time on hold to ask a question or get support – they want convenience. And spending time on hold just isn’t the way people want to interact with companies anymore. WhatsApp can be easily integrated into some existing contact centers , or you can also add…, Reason 6: WhatsApp Business API helps reduce costs, As the BMW example illustrates, traditional support teams don’t always have the tools and resources to focus on customer needs over the never-ending service queue. Using WhatsApp Business messaging tools like templates and chatbots can help you automate FAQs and customer support responses, saving time and money on old CRM systems and making call centers more efficient. Here’s where it gets even…, Get started with WhatsApp for business communications, With so many people already on WhatsApp, the app is becoming a powerful tool for businesses to reach and engage their customers. With WhatsApp’s two-way communication capabilities, high open rates, and convenience-driven features, it’s no wonder marketers and customer care teams all over the world are already using this channel to help their businesses grow. Ready to learn more about WhatsApp…
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Stockholm, Sweden, and Atlanta, USA – Sept. 28, 2023 – Cloud communications leader Sinch and o ne of North America’s largest and most trusted membership organizations , AAA, are partnering to expand chat capabilities for individuals requesting roadside assistance. These changes will allow those stranded in remote areas to seamlessly connect with AAA for help. Yearly, millions of Americans are at…
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Today’s consumers demand more flexibility and convenience than ever before when it comes to banking. Throughout their journey with a bank, they’ll use many channels and expect their experience to be seamless, whether they’re visiting a branch, using their bank’s website or mobile app, talking to a representative over the phone or a messaging app, chatting with a virtual assistant, or emailing…, Research from Capgemini found that about 75% of banking customers are attracted to FinTech competitors., Why? Because they offer the kind of products and experiences customers expect — fast, convenient, and cost-effective. Combining the best of digital and physical touchpoints to deliver seamless, personalized service is key in securing lasting customer relationships, but many banks are still struggling to make omnichannel banking a reality. In this blog post, we examine the role of omnichannel…, First things first: What is omnichannel banking? , Omnichannel banking is a strategy that involves creating an integrated customer experience across all customer touchpoints, including online, mobile messaging , in-person, phone , email , and video . This allows customers to manage their finances and interact with their bank from any channel they choose, while still maintaining a consistent user experience. , Research from Forrester shows that 38% of customers want service agents to know who they are and their past queries., Omnichannel banking is the best way to meet this expectation. , Multichannel banking vs. omnichannel banking: What’s the difference? , While multichannel banking focuses on providing customers with multiple separate options to communicate and transact, omnichannel banking is about delivering an integrated experience across all channels, from the bank’s website to their mobile app, branches, or phone, messaging, and email support. With multichannel banking, if customers use one channel and then another to interact with…, Omnichannel banking connects each customer touchpoint to provide a unified customer experience., For example, support agents will know what a customer has asked for on the mobile app, on the phone, and in person. This helps the agent deliver more efficient support without having to request information the customer already provided. , Why it matters: the benefits of omnichannel banking , Embracing omnichannel banking is no small step but investing in technology that facilitates it — like omnichannel contact centers — pays off in many ways. , Delight and retain customers , Meeting customer expectations is all about convenience — you need to make their lives easier! An omnichannel banking approach allows them to switch devices and channels seamlessly to meet their needs and preferences. Some customers may want to visit a branch to open a new account, while others may want to do it using their favorite messaging app. They might then have questions about mortgage…, Increase sales and loyalty , More satisfying experiences and more options to interact also means more opportunities to engage, convert, and build long-term relationships. , Provide top-notch personalized service , Omnichannel banking also helps retain context and continuity in every customer interaction, no matter the channel, by giving representatives a complete view of conversation history. , Resolve queries at lightning speed while reducing costs , Giving support agents access to customers’ conversation history allows for quicker resolution. Using conversational AI and automation, banks can also reduce costs and improve efficiency by automating answers to simple customer queries and allocating human resources to value-adding tasks. But remember: Giving consumers an easy way to switch to human assistance is key. , Collect valuable data , Omnichannel contact centers and conversational AI unlock a whole new range of possibilities when it comes to customer data and analytics. Banks can use these insights to deliver more personalized experiences and better anticipate their customers' needs based on their profile and behavior. If you want to be more customer-centric, deliver better service, and make smarter decisions about your…, Where cloud contact centers fit into the omnichannel experience , We recently spoke about customer service best practices with Josie Huelskamp, President of Retail and Digital Banking at FirstBank , one of the largest privately held banks in the United States. The main takeaway? , The key to delivering world-class support is to meet customers where they want to be met — and customer contact centers are still a major part of the equation. , "Many institutions out there have automated their customer service center as a cost-cutting measure. We currently have a 24-hour call center that’s operated by real people and always ready to assist,” Josie explains. “Customers are dynamic and we have to pay attention to all channels, keeping an eye on what is coming, what the future looks like but still making sure that we’re maintaining…, Omnichannel banking solutions in action , Now that we’ve got the basics covered, let’s see what this looks like from the customer’s perspective: John and Sarah want to open savings accounts to fund their children's college education. They start by chatting with a virtual assistant in their bank’s app to learn more about the process. They also have a few specific questions that require human assistance, so the bot hands off the…
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