Chatbots continue to rise in popularity as the preferred way for customers to interact with their favorite brands. As this interaction happens, the challenge engineers face is adapting chatbots to the unique variances in vocabulary and dialect of the user. Keeping up with relevant chatbot trends is crucial to modern business success. As businesses utilize AI to adapt to these changes, they will find many potential challenges still hold back their customer success, some crucial factors to look out for include :
As any manager knows, customer interactions are key to a business’ success. The question then becomes: Do you know if your team is missing out on crucial customer interactions? Often times, though poorly managed reporting, managers aren’t aware of the various tools available to help build out your customer service environment. Learn how Forty 7 ronin’s small business services help empower your team with new webchat, email, phone, and SMS channels for growing contact centers.
Your IVR Prompts Are Too Wordy
You’ve probably noticed the absence of the word “please” in the previous IVR script problems section. That’s intentional. The wordier your script is, the more cumbersome it is for your customer to engage. In other words, don’t overestimate your caller’s attention span. Remember, proper voice direction and tone can help you keep your IVR scripts short without making the customer feel hurried or snapped at. If you must say “please”, use it sparingly, such as in the main prompt: “Please hold for the next available representative.”
Other phrases, words or options to eliminate:
For This, Press One:
Generally the construction of a DTMF prompt is structured like “For [action], press [key to press].” As you progress through the menu you can drop the press for long menus in a technique called Tapering: “For Sales, press one. For Service, press two. For Technical Support, three. Directions, four. Store Hours, Five.” As the menu progresses, your words in the menu streamline or taper off. The caller gets the idea of how to use the system. This probably isn’t the first IVR they’ve ever called into.
Get proactive about contact center technology trends with Forty 7 Ronin’s contact center services and business intelligence solutions.
For years, one to one marketing has been a function of a limited number of Interactive Voice Response (IVR) application or some websites. The notion of figuring out who you are and what you might want should be more than that, a notion. And, all of the same techniques available for the voice and web channels are present for chatbots.
Learn from our managing partner Seth Wilson about how genesys pulse can be utilized for real-time metrics and analytics in contact centers.
There are things in life that I refuse to do if it’s a complete waste of time. These are things that are repetitive, never completed, and under appreciated. I have a list of such activities. Number one on that list is “folding socks”.
That’s time you never get back. Nobody cares if you folded all of your socks or not. If you sent a message out to all of your co-workers and customers saying “Hey I folded all the socks today!”. They wouldn’t read it, and the second time you sent that message they would create a rule to automatically delete all future messages.
Folding socks is not personally fulfilling to me. I don’t think I’ll be on my deathbed thinking: “I wish I had spent more quality time folding my socks.”
I could be surprised, but doubt it’s going to happen. [Read more…]