A phone number and a contact form
A well-managed customer relationship is based on regular interaction at different stages of the relationship.
At the prospect stage, a well-designed contact form will be your best tool to start the relationship on the right foot. Companies that regularly publish white papers have understood this, since they exchange customer knowledge (your data) for knowledge on a topic that interests you (the white paper).
This means that the contact form must be easy to use and fill in so that the prospect is not left out at the first point of contact.
Once the relationship has been established, the period of loyalty begins. This is where the telephony lever comes into play as the phone remains the central tool of the user experience. This is why it is important to work on the quality of the relationship over the phone.
Like CRM, the phone is used to build loyalty and win over new customers. It is also used to establish a relationship of trust by developing an interaction based on empathy and active listening.
The goal is to achieve customer satisfaction and provide answers to users’ questions and problems.
The Callbot: A must-have in customer relations
Now that we have reviewed the basics of customer relations, here is the tool that can be used to improve them and to make the most of them: the callbot.
The callbot is the combination of the words ‘call’ and ‘bot’, and it is an automated software that improves the management of incoming calls. This software understands the caller’s intentions in natural language (NLU) and provides a specific answer based on the context.
This makes it a particularly interesting tool when you want to put voice back at the heart of customer relations.
Unlike many chatbots on the market that simply transmit information previously entered into its database, our callbots benefit from the machine learning brick. This lever allows callbots to improve their intelligence and performance over time.
At Zaion, our callbots are also equipped with cognitive capabilities that can analyze caller behavior to guide them through the customer journey in the best possible way. This customer relationship tool automates many use cases which can drastically improve the work of your customer relationship team such as categorizing phone calls, taking care of unhappy customers, relieving the overflow of inbound requests, and crisis management.
Examples of possible use cases for a callbot:
- Reissuing certificates, claims follow-up, FAQs & policyholder area
- Balance inquiry, credit card assistance, contract information
- Inquiring about latest reimbursements, customer area assistance, sending quotations
- Accommodation request, issuing proof of accommodation, reporting an incident
- Product information, order & delivery, customer account information
These use cases are of interest to companies in a variety of sectors such as e-commerce, banking, insurance, manufacturing, telecommunications, and more.
Livechat – Don’t forget the written word
As you may have already gathered, we at Zaion love the voice, but that doesn’t mean that we can do without the written word.
A live chat is the ultimate tool for your customers or users who prefer written customer service communication.
Zaion’s livechat is a hybrid of a chatbot with AI and lets you seamlessly switch to a conversation with an advisor when the case cannot be handled by the bot. This customer relationship manager is fully trained and in charge of answering the questions of your website visitors.
The aim is to handle simple written requests quickly and efficiently with the help of the chatbot and to direct the visitor to the most appropriate service if necessary.
FAQs to provide a first level of non-contextualized answers
The Frequently Asked Questions (FAQ) tool is easy to use and can reassure your prospects and customers. It can be found in different places on a website and/or in first generation bots.
FAQs should provide simple answers to the questions most frequently asked by your customers and prospects. Here are some examples across different industries:
- How do I reissue a document?
- How do I report a claim?
- How can I stop a payment on my credit card?
- How can I track my package?
- How can I check my latest reimbursements?
- How do I send and track my housing application?
These use cases are of interest to companies in a variety of sectors such as e-commerce, banking, insurance, manufacturing, telecommunications, and more.
FAQs are also a useful way to chat.
What are some examples of frequently asked questions?
Ready to get started? Our CX Factory teams will support you on a daily basis in the implementation, training and continuous improvement of your new conversational agent creation tool.
In order to create your FAQ pages, you will need to take the time to collect the raw material, i.e. your customers’ questions. The most effective way to do this would be to have a meeting with the sales department or your customer relations department.
You can also google the topic you are interested in and get the list of frequently asked questions from the search engine.
Some examples of cross-functional frequently asked questions include:
- How do I contact customer service?
- Where can I find my invoices?
- How do I get my money back?
- What is the cooling-off period?
- What is the emergency contact number?
