There is no justification for any aspect of customer assistance to be impeded for both you and your clients. These 7 powerful features will enhance and improve your website chatbot.
One of the best decisions you can make for your customer service staff is to implement a chatbot on your website. Living in 2023, though, implies that your online chatbot is capable of much more. A strong chatbot solution provider can assist you in addressing your customer service issues on a fundamental level and can deliver capabilities that improve your interactions with conversational automation.
Here are a few sneaky chatbot features that improve and broaden your experience with service.
Table of Contents
Real-time Monitoring
Real-time data transmission is one of the best characteristics of a successful chatbot. You can listen in on customer discussions that are now taking place using real-time monitoring. You can make proactive strategic decisions with real-time monitoring.
This functionality also allows for the most effective work delegation to live agents. Monitor the availability and chat statuses of your agents in real-time to effectively maintain the support cycle and boost agent productivity.
You may monitor all activity that occurs in your account, including conversations, in real-time.
Omnichannel Support
Brands must serve clients on the platforms of their choosing in order to provide a complete customer support experience. Not every consumer has the same preference for a platform; some may favor Instagram’s interface, while others may prefer WhatsApp’s end-to-end encryption. With an omnichannel chatbot, you can guarantee that no information is ever lost. Any channel of client service can be chosen and continued by your representatives. For instance, a consumer might make a purchase via the chatbot in your mobile app and then enquire about assistance on Instagram afterward.
And if there is ever a problem (like the one that occurred on October 4, 2021, when all Facebook app families were down), your consumers will still have other ways to get in touch with you (through your website or mobile app). Don’t put all your eggs in one basket, as the expression goes.
Continuous AI Training
The more intelligent a chatbot is, the better it gets. Customer interactions with intelligent and perceptive help chatbots are quite positive. With the advent of ChatGPT and AI, you can expand your knowledge base and train ChatGPT on unique data to enhance chatbot functionality.
With the use of FAQ training data, your customer service chatbot provider will enable you to continuously train and expand the knowledge of your website chatbot, adding additional intents and entities to cover more use cases.
Extensive Integrations
One of the most crucial chatbot aspects to take into account is integration. The chatbot you select for your website should offer seamless interaction with the other goods and services your company utilizes. Today, a lot of chatbots provide integration with the following:
- HubSpot, Leadsquared, Freshdesk, Zendesk, Oracle, and SAP C4C are examples of CRM and ticketing software. Other examples include Razorpay, CCAvenue, and Xendit are payment processors. Leedfeeder, IPdata, WebEngage, and Capillary
- Additional applications like Zapier, Shopify, and Magento
Look around for website chatbots that have the best integration possibilities for the services that are essential to your online business. A must-have advanced feature to seek in your AI chatbot for websites is good integration choices.
Team Management
One of the main online ai chatbot features that makes your support experiences stand out is team management tools. The efficiency of your team’s work can also enhance the agent experience.
For instance, you can manage and assign roles to people who have access to the support solution using your AI chatbot for websites. Additionally, you can send your support tickets to the appropriate departments to address issues. Customer inquiries will no longer be passed from one department to another but rather handled by knowledgeable live agents with the necessary experience.
Unified Customer View
Your dashboard’s Unified Customer View gives you a thorough overview of the profiles of your customers. This contains their name, address, and phone number, as well as any plugins that determine their user behavior and historical chat data. Which way does that assist you? You can now tailor chats and offer pertinent solutions that are intended to fix the issue.
Customers do not need to repeat themselves thanks to this chatbot feature that enables agents to pick up where the chatbot left off. Effective communication is straightforward, efficient, and tailored. One of the most useful chatbot functionalities for doing this is Unified Customer View. Agents have access to a single, easily searchable page that contains all of the customer’s previous interactions. Additionally, outbound campaigns can be personalized using this data.
Analytical Data
The useful insights a chatbot will give you are one of its most compelling aspects. Complex data can be presented in straightforward visual formats for easy consumption in an analytical dashboard powered by AI.
CSAT, bot-to-human ratio, team capacity, hourly consumer demand, agent status, department-specific KPIs, etc., are a few of the crucial indicators a great conversational chatbot for websites should be able to evaluate. You may evaluate the effectiveness of your support team and bot using these measures. By asking the chatbot to identify the main problems that decrease your efficiency, you may improve your product and the user experience on your website.
The analytics dashboard will provide you with a wealth of information, of which these are only a few. Effective chatbot management and maintenance depend on this capability. You can spot workflow bottlenecks and improve them by taking a short look at the problems customers are having.
Automate Tickets with a Feature-Rich Conversational AI Tech Stack
The field of artificial intelligence is quite active. It is always changing as a result of emerging technology that streamlines operations and assists organizations in resolving common operational issues. In addition to the capabilities that address popular use cases, while choosing a provider of chatbot solutions, keep an eye out for the features mentioned above.
