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Customer Service: From Conventional to Impressive

 

IBM has predicted that by 2020, 85% of all consumer interactions will be handled without a human agent. Business enterprises need to take pre-emptive action by starting to shift its customer service into the digital world.

Customer Service VS In-App Chat Messaging

Zendesk, a software that helps improve customer relationship and communication, has found that around 62% of business-to-business (B2B) and 42% of business-to-customer (B2C) customers will continue to purchase from the company after they have experienced positive interaction with the customer service team. Unsurprisingly, 66% of B2B and 52% of B2C customers will stop buying after experiencing a bad one.

In that case, customer service roles as an enterprise’s vanguard, which first interacts and engages with its existing and future customers. However, leave those important task to a convenient customer service certainly has a number of shortcomings.

Since the conventional customer service is run and managed by humans, the company should invest money and time first to hire and train them. However, human customer service may not run well every time due to obstacles such as time zone differences or public holidays. Furthermore, a conventional customer service might be filled with bias brought about by human emotions.

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Also read: “Why AI (Artificial Intelligence) Could Be Your Best Friend

Thus, enterprise should consider seriously shifting its customer service operations into an in-app chat messaging system. IBM stated that even since 2015, the number of people who use messaging apps has overtaken social media and allows customers to interact with brands rather freely.

The increasing number comes from the need of speed from a customer who expects quick solutions to their problems. It is also mindful for enterprises to keep in mind that, millennials are digital-savvy and prefer self-service options in managing their needs.

Enterprises can empower in-app chat messaging with voice call and video chat features, which are the most essential for real-time communication. However, additional features, such as co-browsing, screen share and voice-to-text can also be added to improve the app’s reach and ability.

Tagove, a live chat software for web and mobile, has pointed out that the co-browsing feature is a tool that allows the customer to experience browsing while chatting, then share it later through screen share tools.

Through the screen sharing tools, the customer service agent can temporarily access the customer’s device in order to manage a customer’s need. On the other hand, a voice-to-text tool is a necessary feature to help you save energy and time by allowing dictation of voice to your gadget.

Empower Your In-App Chat with Us

At Qiscus, we help enterprises to shift conventional customer service or used to connect with customer, into an in-app chat messaging. Qiscus’ local Solutions Architect Team will gladly assist the enterprise which has no technical resources to create a customizable and white-labelled in-app chat messaging through an end-to-end (E2E) package called QISME (Qiscus Member Engagement).

(For another case study look at here).

Through QISME, the enterprise will automatically benefit from five bundled features, including:

  • Chat-based engagement which feels familiar and allows you to maintain your current network of contacts.
  • A timeline and group chat feature to facilitate updates and event sharing to help you stay on track and updated about current developments within your enterprise.
  • An interest-related chat group and centralized administrator that helps to monitor the group, which is created based on user interests.
  • An individual and public timeline as a place for customer to be engaged with the circle.
  • Revenue-making opportunities through promotion from the official account in your in-app chat messaging.

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Also read: “AI and Chat Trends in 2018

However, today’s enterprises are also empowering their in-app chat with Artificial Intelligence (AI) or sometimes known as Augmented Intelligence. The word “augmented” emphasizes this branch of computer science that deals with software or machine intelligence to help people, substituting the customer service job. Thus, customer service agents can focus on other areas of value-adding their role.

Enterprises can choose suitable AI-powered features to improve its in-app chat functions to match their needs. For example, Vidora, an AI provider, can help to predict the churn in customer engagement while Dynamic Yield builds actionable customer segments. AI can also be used to recognize speech to give voice responses to customers.

Besides that, AI also helps to cultivate data from the interaction with consumers and analyzes the humongous data to get the newest insights into the enterprise’s communication and engagement with customers. In sum, personalization is still the primary factor in luring customers to use in-app chat messaging which are increasingly powered by AI.

 

How About Qiscus?

As a startup which provides a Chat Software Development Kit (SDK) for mobile and web, our end-to-end service Qisme can help enterprises who do not have a technical team. Qiscus is also collaborating with AI company such as Kata.ai to augment its services to serve enterprises better. Kindly review our Chat SDK and end-to-end package (QISME), or contact us through [email protected]

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