Chat

How to Improve Your Contact Center’s Live Chat Service

There are several different customer service channels available to customers, but the winner always seems to be the one that responds the fastest. Since web chat is both time-sensitive and personal, it’s often a customer’s preferred mode of contact. Here’s how to optimize customer satisfaction using live chat.

Make sure the chat is visible.

There’s a lot of information for visitors to look over when they’re on your website, but the live chat option should be obvious and easy to find. A pop-up window on the bottom of the page lets customers chat while still navigating around the website. Since the window is going to be small, make sure the font is large enough to read.

Only send an invitation if an agent is available.

Offering a live chat option at the right moment is key to engaging the customer at the best time. However, you should never invite the customer to a chat session if there isn’t actually a live agent available. Customers shouldn’t have to wait for help, especially if you reach out to them first.

Go off script.

Even though you want to maintain a certain level of professionalism, live chat conversations can lean toward the friendly and personal. The agent should introduce themselves and refer to the customer by name. Also, it’s okay to go off script if the customer asks detailed questions or if they’re upset and need the agent to show empathy.

Keep chat etiquette in mind.

Even though live chat is on the informal side, agents should still write in complete sentences; pay attention to spelling and grammar; and avoid slang. Paragraphs should be short and digestible, and technical speak should be avoided so that the customer can keep up with the conversation.

Make it quick.

Customers want their issue handled quickly on chat. Agents should make sure to respond swiftly whenever the customer sends a message. Conversation should be limited so that it doesn’t get in the way of solving the problem. Also, if the situation will take too long to troubleshoot on live chat, the customer should be given an alternate solution, like self-service or the number to the right department.

Live chat is helpful for customers who need to multi-task or want to get fast service. In order to deliver the service customers deserve, it’s necessary to know what they expect.

 

The Importance of Chatbots for Customer Service

Consumers are getting increasingly comfortable interacting online with artificial intelligence.  As a result, more and more brands are using chatbots and, furthermore, chatbot technology is evolving. According to Adweek, it’s possible that a majority of customer service queries will be answered by chatbots instead of humans by the end of the year.

Big companies see the value in chatbots: Facebook now allows for Messenger to work with third-party chatbots and Microsoft’s Bot Framework is a tool for building chatbots. Retailers, customer service departments and contact centers all recognize the importance of chatbots and must keep up with emerging technology to ensure their AI is as up-to-date as possible.

Chatbots seem to be most effective when combined with social messaging, where many of today’s consumers are spending their time, even more so than on social media itself. Additionally, young consumers prefer text and messaging for communication, which makes chatbots even more appealing. The key is to present them with interactive chat where they already are – on the social media or social messaging applications they’re already using. Customers are hesitant to download and learn new applications when they already have their preferred messaging apps.

What exactly do customers want from chatbots, other than accessibility? Chatbots Magazine published the results of a Bentley University study on the topic and found the following:

· Face or icon for the chatbot.
· Single search bar where all questions can be asked.
· Single chatbot instead of one for each department.
· Comprehension even if a question is asked in a “lazy” way.
· Simplistic speech that is still highly useful.
· Anticipation of what the customer’s next question will be.
· Patience no matter how complex the query is.

It’s expected that a growing number of brands will build their own chatbots to ease the burden of customer service on their live agents. Social messaging is expected to continue growing, too, which will make those new chatbots even more prevalent in daily customer-company communication.

Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony

live chat vs virtual agent

By Chris Ezekiel, Founder & CEO, Creative Virtual

In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between using live chat or a virtual agent on their website for customer support. The customer service marketplace took a very polarised view of these technologies with proponents of each making strong arguments for why their preferred solution was the best for cutting costs, boosting revenue and bettering the customer experience. Even today, some companies still view this as an either-or decision: either they give customers the option to get support online from human chat agents through live chat or they provide a virtual agent so that customers can self-serve online through automated chat.

However, this view is changing and the divide created by the live chat vs. virtual agent debate is disappearing into a discussion of how to bring these two technologies together to work in perfect harmony. Before going any further, let’s take a quick look at each of these solutions individually:

Live Chat – Live chat, also sometimes referred to as web chat, enables organisations to offer customers and prospective customers a one-on-one conversation with a live chat agent. Initially live chat was just used on websites, but now it is also utilised on other engagement channels such as messaging apps and SMS. In the past, supporters of this technology would often highlight the importance of the human touch provided by live chat as a key argument of its superiority over virtual agents.

Virtual Agents – Over the years these automated conversational systems have been given a variety of names, including virtual agent, chatbot, avatar, virtual customer assistant, bot, virtual assistant and chatterbot. In its infancy this technology was used by organisations as basic FAQ systems on websites, but today’s virtual agents are much more advanced and capable of engaging users in sophisticated natural language conversations across many contact channels. In the live chat vs. virtual agents argument, advocates of virtual agents would draw attention to the significantly lower cost per conversation, consistent responses, the ability to have unlimited concurrent conversations and the 24/7 availability of support.

A view within the marketplace of these two solutions being joined up certainly hasn’t happened overnight. Forward-thinking companies seeing the potential of bringing live chat and virtual agents together have set the stage for this change. For example, back in 2012 Creative Virtual was shortlisted for an Econsultancy Innovation Award in the category of ‘Innovation in Customer & User Experience’. Our entry showcased the integration of the virtual agent we provided for a leading telecommunications company in the UK with the live chat product offered by one of our partners. The integration provided a seamless handover from the virtual agent to a live chat agent within the same template. This handover was also signalled by the virtual agent avatar ‘walking off’ and a different avatar representing the live agent ‘walking on’. At the time, this was an extremely innovative approach to combining self-service with human-assisted service in a way that created an improved user experience. Around the same time another Creative Virtual customer, an online financial services company in the US, deployed a virtual agent in front of their existing live chat offering. Their goal was to reduce repetitive questions being handled by live agents which they easily achieved through an 80% reduction in live chat volumes.

These are just two early success stories that helped to draw attention to the potential benefits of bringing these technologies together. This narrative has also been greatly influenced by the evolution of customer expectations. While customers were once ok with simply having the options to communicate with organisations via multiple channels, now they still want those engagement channel options but with a seamless, omnichannel experience.

Widespread adoption of technology, such as smartphones, along with generational changes are having a big impact on how customers want to engage with brands. The future of the contact centre lies in a combination of virtual and real support. Organisations still viewing live chat and virtual agents as an either-or decision and as stand-alone tools instead of as complementary solutions are going to struggle to provide quality digital support experiences for their customers.

In order for live chat and virtual agents to work together in harmony, they need to be powered by a single knowledgebase and backed by a central knowledge management and workflow platform. This gives organisations the ability to keep information up-to-date and consistent across all self-service and human-assisted support channels which builds confidence with customers. Implementing a feedback loop that’s linked with the centralised knowledgebase and workflow enables live agents to provide real-time feedback on content that can easily be reviewed and used to action updates. Live chat agents become knowledge experts sharing the responsibility of keeping self-service channels up-to-date.

There is no doubt in my mind that the future of customer engagement is a blend of artificial intelligence (AI) and human thought. The combination of virtual agents and live chat powered by a single knowledgebase is defining current best practices and, with continuous innovation, will influence the future of customer engagement for organisations around the world.

Curious about how live chat and virtual agents can work together in perfect harmony for your organisation? Register to join me for CRMXchange’s upcoming Tech Tank – Customer Delight: Live Demonstrations of Breakthrough Innovations.

5 Tips for Improving Your Contact Center’s Virtual Agent

The brand-customer relationship has evolved to now include self-service support and today’s consumers expect it to be available and personalized. The virtual agent (VA) is a form of self-service that allows the customer to interact with an automated system, albeit one that simulates human interaction. Improving your contact center’s VA system will enhance the customer experience.

1. The VA are available around-the-clock. One of self-service’s benefits is that it lets customers find and digest information on their own time and at their own pace. If the customer has a complex issue – which modern VA systems are able to handle – they can sit down to deal with it when they’re best able to.

2. During normal hours when live staff is available, offer the customer the opportunity to speak with a live agent. They should be able to either connect to a live agent in the moment or request a call back instead of having to wait in the queue.

3. Don’t simply send the customer to a list of FAQ based on their keywords. Intelligent VAs can do so much more than crawl for SEO – they can analyze phrasing to truly understand what the customer wants and respond accordingly.

4. Invest in the latest technology. Not every VA will remember personal details about a customer, but companies are coming out with new intelligent assistants that are on the same level as technology like Apple’s Siri or Amazon’s Alexa. Over time, these systems learn customer preferences and continually customize services to meet each customer’s needs.

5. Self-service should always be easy to find and use. For on-site virtual agents, like through live chats, the option should be on every page. When it comes to IVR, menu options should be clear and limited. If you find that people are quickly going from self-service to live support, reassess the self-service options you’re offering.

VAs provide an alternative, helpful service for customers that also lowers the operating cost of the contact center. When a customer can’t or won’t troubleshoot on their own, they turn to channels where they can have their questions answered quickly. Usually, that means interaction with a live agent. With a VA, though, the customer can access the information they need immediately, without waiting on hold for any length of time.

A Vision of Seamless, Fully-Integrated, End-to-End Customer Engagement

V-Person Live Chat

By Chris Ezekiel, Founder & CEO

Today is a truly momentous day, and a very proud one, for all of us at Creative Virtual. Our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. Once we established ourselves as independently recognised leaders in the virtual customer assistant (VCA) space, we underpinned all our channel support with our critically-acclaimed V-Portal™ (knowledge management, workflow management and business intelligence) platform. Today we realised our vision with the official launch of our newest product: V-Person Live Chat™.

Defining industry best practice

V-Person Live Chat completes our customer engagement jigsaw because it successfully blends virtual and real customer support in a way that no other vendor in the marketplace can provide today. Our many years of experience with integrating our V-Person virtual agent technology with other live chat systems made us realise that there was a huge opportunity for organisations to benefit from a deeper blending of the two technologies. This inspired us to develop our own live chat product which is now defining industry best practice through the tight integration of a single knowledgebase for both virtual and real agents, a unique feedback loop and a customisable workflow provided by V-Portal.

At Creative Virtual we closely monitor developing trends and the evolution of engagement touchpoints in order to provide enterprises with cutting-edge Smart Help solutions. It is clear to us that the contact centre in its current form is finished. As there is a transition to more automation, combining virtual and real customer support with a central knowledge management and workflow platform will be key for organisations. We’ve addressed this contact centre shift with the deep integration of virtual agents and live chat, particularly with our unique feedback loop that allows live chat agents to help keep content accurate for both virtual and real agents just by doing their normal jobs.

creative.virtual.self learning lightbulbA complete approach to learning

Our V-Person technology utilises a hybrid approach of human curation of content and self-learning to give organisations a predictable and reliable customer self-service option. We have developed this approach based on our extensive experience and our partnerships with some of the world’s largest organisations. We understand how enterprises want to use virtual agents and chatbots to deliver effective self-service today and how the customer support landscape is evolving for them in the future.

Human curation of content allows organisations to be absolutely sure that their VCA is responding to users in a predictable way. At any point in time, designated content editors have full access to the knowledgebase to make updates that can be deployed instantly to the virtual agent. Organisations never need to wait for the system to ‘re-learn’ the new information. This human element is combined with the virtual agent’s ability to become more intelligent and adapt through self-learning.

V-Person’s statistical algorithm processes user journeys to return a list of related questions that is a true reflection of how users asking for similar information engaged with the virtual agent. Organisations also benefit from our statistical approach to self-learning with tightly integrated business intelligence reporting. V-Portal brings together voice of the customer feedback and user surveys with conversational data in real-time, actionable analytics that are directly linked to the virtual assistant’s knowledgebase.

Now with V-Person Live Chat, we are able to complete our approach to learning with our unique feedback loops. V-Portal enables enterprises to implement feedback loops that allow live agents to provide real-time comments and suggestions on content so that they can improve the virtual agent just by doing their normal job.

This hybrid approach to learning enables V-Person implementations to adapt in a very predictable way. The combination of human and self-learning is important for continually improving the system while also enabling enterprises to maintain control over the reliability of the VCA responses.

Where we go from here

Seeing our vision of seamless, fully-integrated, end-to-end customer engagement come to fruition is an important milestone, but certainly not the end of the roadmap for us. We are looking forward to rolling out our new live chat product to our customer organisations and experiencing with them new levels of customer engagement success. By continuing our collaboration with them, we will look to make new updates to our workflow and do more development around the self-learning aspects of our technology. Our roadmap is all about combining best practices around knowledge curation and self-learning, and integrating V-Person with best-of-breed technologies to provide a world leading enterprise level end-to-end digital customer engagement platform.

Whether you are currently using live chat and/or a virtual agent to support customers or just starting to think about implementing these tools, the best way to see how V-Person Live Chat can benefit your organisation is by requesting a personalised demo.

You can also read more about how we are combining virtual and real support with a live chat solution that is defining industry best practice in our V-Person Live Chat Overview.