In our ebook, The Bot Balancing Act, you’ll learn how to incorporate business automation into customer service in a way that improves operational efficiency and customer satisfaction. The secret? Using AI to assist rather than replace your customer support agents.
AI has leapt from the pages of sci-fi novels into the digital engagement space — but businesses still struggle to understand its true value to apply it in a balanced way that serves them in the long term. A lack of understanding leads many brands to invest incorrectly, so they find their customer support suffers where they thought it would soar, all to the detriment of their bottom line. While nearly 70 percent of high-performing companies are actively pursuing ways to use AI, only 57 percent have a “completely defined plan” to actually use and benefit from it.
In this ebook, we provide actionable tips including:
Begin with one or two specific use cases that your business needs and your customers would appreciate. Limit discoverability to a segment of your customer base and scale from there. Be focused in your approach, so you can learn and unlock the most value.
Why limit yourself to customer-facing use cases (e.g., chatbots), which are inherently more risky when it comes to proving out solutions? Consider starting with behind-the-scenes bot use cases — interacting with your agents vs. communicating with your customers — to help your business learn and gather the right data first.
Make it clear to customers that they are interacting with a bot, and make it simple to bypass the bot if desired. With internal colleagues, gather the right supporting cast so that this initiative is a team effort focused on the right outcomes, and does not become a siloed skunkworks project.
Download the ebook to learn more.
We’re hard at work helping our customers through this crisis, and we’re launching a variety of offers and resources to help customers. If you’re facing any of these challenges or want access to the offers below, please contact your Customer Success Manager or contact us.
Digital-first customer service with Khoros Care
Many customers face a surge in support cases stemming from the crisis and are challenged to meet this demand with customer support working remotely. Moving support volume to digital channels, like modern chat and messaging, works well in remote-work environments and enables agents to help more customers faster. Khoros Care customers can seamlessly add these channels and be up and running in as little as 48 hours.
COVID-19 listening with Khoros Intelligence
More than ever, brands need to listen to and understand their customers’ needs and challenges. We’re helping brands get a detailed view into the impact of COVID-19 through Khoros Intelligence — an analytics tool usable by anyone, not just data analysts.
We’re offering Khoros Intelligence as a complimentary service for Khoros Marketing customers during this crisis. Get expert advice from our Strategic Services team for implementing this for your brand.
Best practices for managing through a crisis
Khoros represents more than 20 years of combined expertise in digital customer engagement. We’ve created a resource hub in our community, Atlas, to connect you with crisis management content and expertise, and will continue to build this resource in the weeks and months ahead.
To connect and get access to these offers, get in touch with us.